Associate Manager Digital Experience-Loyalty

Associate Manager Digital Experience-Loyalty

Our eCommerce team is dedicated to showcasing Staples' value proposition and delivering seamless, innovative digital experiences to our customers. Utilizing cutting-edge strategies across SEO, paid search, display affiliates, and social media, we continually attract and convert website visitors. We ensure our mobile and desktop platforms are intuitive and engaging, while nurturing a collaborative, forward-thinking environment that partners with sales, merchandising, finance, logistics, and technology teams to drive success and continuous innovation.

The Associate Manager Digital Experience-Loyalty is responsible for leading and executing best-in-class customer experiences across Staples' mobile app and loyalty ecosystem. This role owns cross-functional planning, program execution, performance optimization, and the digital presentation of app and loyalty experiences across digital and store touchpoints. The Associate Manager partners closely with Product Management, Category Managers, Marketing, Analytics, Loyalty, and Technology to influence roadmap priorities, translate customer and business needs into clear requirements, and ensure successful launches.

This role requires strong critical thinking, organization, stakeholder management, analytical capability, and a deep understanding of mobile and loyalty customer journeys.

What you'll be doing:

Mobile App Experience Support

• Lead cross-functional execution of app enhancements and feature launches from early planning through launch readiness and post-launch optimization.
• Influence roadmap-aligned app programs through customer insights, performance data, competitive trends, and cross-functional business inputs.
• Develop and refine business requirements, customer experience considerations, operational processes, and acceptance criteria.
• Lead user acceptance testing, issue triage, launch readiness, and quality assurance activities, ensuring risks and dependencies are addressed proactively.
• Monitor app performance, customer feedback, app reviews, and behavioral data to identify friction points and deliver actionable recommendations.

Loyalty Program Execution

• Lead digital execution of loyalty initiatives across app, site, email, and store experiences, ensuring a seamless and consistent member experience.
• Coordinate loyalty promotions, rewards integrations, member-facing enhancements, and cross-channel communications with Marketing, Loyalty, Product, Technology, and store partners.
• Represent App & Loyalty experience needs in roadmap and campaign discussions, challenge assumptions, and ensure customer requirements are integrated into broader initiatives.
• Track loyalty engagement and experience performance, identify opportunities, and recommend enhancements that improve discoverability, participation, satisfaction, and retention.

Analytics & Optimization

• Leverage analytics, voice-of-customer feedback, app reviews, testing results, and customer journey insights to evaluate performance and guide decisions.
• Lead or support A/B testing and personalization initiatives, including hypothesis development, setup coordination, monitoring, results analysis, and recommendations.
• Own recurring app and loyalty KPI reporting and synthesize trends into clear insights for business and leadership partners.
• Conduct competitive audits of mobile, loyalty, wallet, and omnichannel experiences to identify emerging trends and inform roadmap conversations.

Cross-Functional Coordination

• Lead cross-functional work streams across Digital Experience, Product, Technology, QA, Marketing, Loyalty, Category Management, Analytics, and store teams.
• Create and manage integrated project plans, schedules, processes, workflows, status updates, decisions, and action tracking for multiple complex initiatives.
• Facilitate stakeholder alignment, communicate progress and recommendations, and influence outcomes without direct authority.
• Anticipate operational risks and escalate issues proactively to protect timelines, budgets, launch quality, and customer experience.

What you bring to the table:

• Deep attention to detail with exceptional quality assurance and launch-readiness rigor.
• Understanding mobile applications, digital customer experience, loyalty programs, and omnichannel customer journeys.
• Excellent communication skills with the ability to translate requirements, explain decisions, and present strategic recommendations to partners and leaders.
• Highly organized with demonstrated ability to manage multiple complex work streams in a fast-paced, highly matrixed environment.

What's needed –

Basic Qualifications:

• Bachelor's degree in digital marketing, Business Administration, Communications, Product Management or related field or equivalent work experience.
• 5+ years of experience in digital experience, eCommerce, mobile app, loyalty, marketing, product operations, with a proven track record of managing digital platforms and enhancing customer experience.
• Proficiency in analytics and delivery tools…