Senior Manager Digital Experience - Path to Purchase (B2C)

Staples Canada • Framingham, MA

7h

About The Position

Our eCommerce team delivers customer-centric site experiences to position Staples as a digital selling platform of choice. Our team ensures that our mobile, desktop, and app platforms deliver the digital experience that our customers expect. We do this through customer insights, analytics, and testing to build a strong innovation pipeline for the future and to bring products and solutions to market seamlessly. We utilize online merchandising and campaigns executed by both humans and automated tools to convert new and returning website visitors into customers. We work end-to-end with our sales, merchandising, finance, logistics and technology teams to provide a world-class, holistic digital experience, growing profitable results in a fun and rewarding work environment. We are inclusive, customer-obsessed, and are looking for well-rounded professionals with strong eCommerce business acumen to join our team.

The Digital Experience team is responsible for shaping and optimizing the end-to-end customer journey across Staples.com and the Staples app. The team partners closely with Marketing, Merchandising, Staples Media Network, Product Management, Analytics, Technology, and Private Brands to deliver engaging digital experiences that drive traffic, conversion, customer satisfaction, and business growth. Focused on continuous improvement, personalization, and innovation, the team develops customer-centric experiences that help customers seamlessly discover, evaluate, and purchase products and services.

The Senior Manager, Digital Experience – Path to Purchase (B2C) is responsible for defining and leading the digital customer journey strategy across Staples.com and the Staples app, ensuring customers can seamlessly discover, evaluate, and purchase products and services across all digital touchpoints. This leader will own a portfolio of high-impact customer experience initiatives, balancing business priorities, customer needs, and technical capabilities while driving engagement, conversion, and revenue growth. The role requires a strategic leader who can operate at both strategic and tactical levels, influence senior stakeholders, lead through ambiguity, and develop a high-performing team.

Requirements

• Strong understanding of ecommerce, customer journey optimization, digital merchandising, personalization, and conversion best practices.
• Proven ability to build and execute customer-centric digital strategies that drive measurable business results.
• Strategic mindset with the ability to balance short-term business needs and long-term growth opportunities.
• Exceptional analytical, problem-solving, and decision-making capabilities.
• Strong leadership presence with the ability to influence executive stakeholders and lead cross-functional teams.
• Excellent communication and storytelling skills, with experience presenting recommendations and results to senior leadership.
• Highly organized and able to bring structure and clarity to complex initiatives.
• Self-starter mentality with a strong sense of ownership and accountability.
• Passion for coaching and developing talent while fostering a collaborative team environment.
• Bachelor’s degree or equivalent experience.
• 8+ years of experience in ecommerce, digital business, digital product management, customer experience, marketing, or related fields.
• Experience leading a team.
• Experience leading complex, cross-functional initiatives with measurable business impact.
• Experience developing and executing digital customer experience or ecommerce strategies.
• Experience using data and insights to drive business decisions and customer experience improvements.
• Strong stakeholder management and executive communication skills.
• Proficiency with Microsoft 365 applications, including strong Excel and PowerPoint skills.

Nice To Haves

• Experience presenting strategy, business cases, and performance results to senior leadership.
• Experience with content management systems, such as Bloomreach or similar platforms.
• Experience with Figma, Monday.com, or similar collaboration and project management tools.
• Knowledge of A/B testing frameworks, experimentation methodologies, and personalization strategies.
• Experience developing product or customer experience roadmaps.
• MBA or advanced degree.

Responsibilities

• Lead a digital experience team in prioritization, competitive analysis, and execution of landing pages, discovery experiences, search, and product detail page initiatives.
• Own and prioritize a portfolio of digital experience initiatives, balancing customer needs, business priorities, operational requirements, and technical feasibility.
• Develop and optimize end-to-end customer journeys, partnering across Marketing, Merchandising, Product Management, Staples Media Network, and other cross-functional teams to deliver compelling digital experiences.
• Ensure stakeholders understand site capabilities and recommend solutions that achieve business objectives and customer outcomes.
• Drive strategic planning and roadmap development and help prioritize investments across Path-to-Purchase experiences.
• Identify opportunities to improve customer experience through data analysis, customer insights, competitive benchmarking, testing, and market trends.
• Establish success metrics and accountability frameworks that measure engagement, conversion, customer satisfaction, and business impact.
• Lead cross-functional teams through complex initiatives and influence senior leaders to align around priorities and strategy.
• Foster a culture of experimentation, personalization, and continuous optimization through testing and data-driven decision-making.
• Develop executive-level recommendations, business cases, and communications that support strategic decision-making.
• Lead, coach, and develop a team of Digital Experience associates, creating a high-performance culture focused on accountability, growth, and results.

Benefits

• Inclusive culture with associate-led Business Resource Groups
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
• Online and Retail Discounts
• Company Match 401(k)
• Physical and Mental Health Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager