Manager CX & CRO

About the Role

As part of the Digital team, the Manager, CX & CRO reports to the Head of Digital and leads the digital studio team, owning the end-to-end eCommerce experience. This role is accountable for driving online growth by optimizing the customer journey and enhancing omnichannel engagement. You will leverage data, insights, and experimentation to improve conversion, click-through rates, and overall site performance, while ensuring a seamless and customer-centric experience.

Balancing commercial objectives with user experience, you will play a key role in delivering impactful digital initiatives that drive both business results and customer satisfaction.

• Own online commercial results, optimizing conversion rates and site performance to achieve revenue and volume targets
• Define and execute the digital business roadmap and customer experience strategy
• Optimize the end-to-end user journey (navigation, content, checkout, campaigns)
• Lead A/B testing, personalization, and experimentation to improve engagement and conversion
• Deliver seamless experiences by balancing user needs with commercial objectives
• Oversee planning, execution, and QA of web content and digital campaigns
• Leverage data and insights to identify opportunities and continuously improve performance
• Share results and recommendations through clear, impactful storytelling
• Manage and coach the digital studio team to deliver high-quality results
• Foster a culture of performance, collaboration, and continuous improvement
• Partner with internal teams to align digital initiatives with broader business goals
• Ensure compliance by working closely with Legal on all relevant activities

• Strong background in eCommerce and digital marketing
• Proven track record in driving customer experience and business growth
• Excellent leadership and team management skills
• Proficient in optimizing website user experience and conversion rates
• Analytical mindset with data mining and hypothesis testing abilities
• Results-driven and focused on achieving targets
• Innovative thinker with strategic insight
• Skilled in using CRO tools and implementing UX/UI functionalities
• Excellent communication and presentation skills
• Customer-centric with a commitment to delivering exceptional experiences

We are committed to providing equal employment opportunity regardless of race, ancestry, colour, religion, marital/family status (including pregnancy), national origin, sex, sexual orientation, gender identity/expression, immigrant and newcomer status, age, citizenship, or disability. We strive to recognize and value diversity and equity, and to ensure inclusion of equity-deserving groups and the four designated groups under the Employment Equity Act: women, Indigenous peoples, persons with disabilities and members of visible minorities.

We offer the opportunity to join an organization where you can grow in a wide range of business functions. You will have the chance to build your professional expertise, business understanding, and leadership capabilities in a collaborative, challenging environment where we will empower you to take risks, experiment and explore. Our company fosters excellence in execution and is comprised of dedicated people all working together to continue to grow our status as industry leaders.

The salary for this position is $.

This posting refers to an existing vacancy.