Manager, Customer Ratings & Reviews
About The Position
Our merchandising team aims to deliver the best value and selection to our customers through products, services and solutions all centered around our customers’ needs. We are driven by customer insights and analytics to bring products and solutions to market seamlessly. We’re inclusive, well-rounded professionals who have deep experience in buying, selling, negotiating, operations, design, innovation, finance and more. As the Manager of Customer Ratings & Reviews, you will be responsible for managing the product reviews program for both Staples.com and Staples Business. This role oversees the development and implementation of ratings and reviews policies, guidelines, and best practices to drive customer value. This individual understands industry best practices how to syndicate reviews, how to solicit reviews and manage customer ratings and reviews processes at Staples. This role works directly with the merchants and digital teams to optimize customer ratings for the onsite experience and with our reviews vendor and customer service team to optimize the collection and triaging of content. This role proactively assesses content experience, provides recommendations to partners, and measure ongoing effectiveness against metric targets.
Requirements
- Bachelor’s degree in Business, Marketing, Analytics or equivalent work experience
- 7+ years of experience in eCommerce, digital experience, or related field
- 3+ years working with ratings & reviews platforms
- Experience analyzing customer data and driving insights
- Strong understanding of FTC guidelines
Nice To Haves
- Experience managing vendor relationships
- Experience with A/B testing and digital optimization
- Experience with analytics tools like Tableau or Power BI
- Experience in retail or B2B eCommerce
- Master’s degree preferred
Responsibilities
- Own and manage the end-to-end ratings and reviews program across digital platforms
- Develop and implement policies, standards, and best practices
- Ensure content moderation aligns with FTC guidelines and company standards
- Partner cross-functionally across merchandising, digital, analytics, and vendors
- Lead sentiment analysis and deliver actionable insights
- Optimize review acquisition strategies and customer engagement
- Track and improve key performance metrics
- Drive continuous improvement initiatives
Benefits
- Inclusive culture with Business Resource Groups
- Flexible PTO and holiday schedule
- 401(k) match and wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
