Manager, Digital Optimization

Manager, Digital Optimization

The Manager, Digital Optimization is accountable for improving performance across the Digital Shop & Buy customer journey through disciplined analysis, experimentation, A/B testing, and optimization. Reporting to the Director, Strategy and Direct Sales, and working closely with the Senior Manager, Digital Sales, this role identifies funnel friction, customer drop-offs, and performance opportunities that impact quote progression, conversion, containment, customer experience, and digital sales outcomes.

The role translates insights into measurable recommendations, builds and supports test‑and‑learn initiatives, and partners with Product, Marketing, Technology, Analytics, Business Architecture, and Operations to prioritize and deliver improvements across the digital sales channel.

• Owns:
  Digital funnel optimization, performance diagnostics, experimentation roadmap, A/B testing execution, benefits measurement, and ongoing identification of customer journey friction points.
• Influences:
  Digital roadmap prioritization, customer journey enhancements, personalization opportunities, channel‑specific experience improvements, and cross‑functional decisions that impact digital sales performance.
• Supports:
  Business case development, stakeholder updates, leadership performance reviews, test‑and‑learn governance, and alignment on digital sales priorities across Product, Technology, Marketing, Analytics, Business Architecture, and Operations.

• Digital funnel performance and diagnostics:
  Own day‑to‑day monitoring of quote starts, progression, completion, conversion, digital containment, abandonment, and sales outcomes; identify performance trends, customer drop‑offs, behavioral patterns, traffic source impacts, and channel‑level opportunities.
• Experimentation and test‑and‑learn execution:
  Build and manage the A/B testing and experimentation roadmap, including hypotheses, prioritization, test design, implementation readiness, success measures, measurement plans, and post‑test reviews.
• Optimization recommendations and benefits measurement:
  Translate funnel insights, test results, reporting, diagnostic analysis, session replay, customer feedback, UX research, and AI‑generated insights into clear recommendations that improve conversion, reduce abandonment, enhance the customer experience, and increase sales productivity.
• Personalization and journey improvement:
  Support journey optimization across customer demographics, behavioral segments, product needs, traffic sources, and channel types, including aggregator, partner, and organic traffic.
• Business cases and prioritization recommendations:
  Develop opportunity assessments, business cases, expected outcome estimates, and data‑driven prioritization recommendations for proposed digital funnel enhancements.
• Cross‑functional delivery and governance:
  Partner with Product, Technology, Analytics, Marketing, Business Architecture, and Operations to launch, monitor, evaluate, and scale digital sales experiments and journey improvements.
• Leadership reporting and stakeholder communication:
  Prepare concise performance updates, insights, recommendations, and decision points for leadership and relevant cross‑functional stakeholders.

• 7 or more years of relevant experience preferred, with demonstrated experience in digital sales, e‑commerce, digital product, channel performance, funnel optimization, analytics, experimentation, or customer journey improvement.
• Experience using digital analytics, reporting, session replay, heat mapping, dashboarding, or similar tools to identify funnel friction, diagnose performance issues, and recommend measurable improvements.
• Experience designing or supporting A/B tests, test‑and‑learn plans, hypotheses, success measures, measurement plans, and post‑test performance reviews.
• Demonstrated experience translating data, behavioral insights, and performance trends into business cases, prioritized recommendations, and leadership‑ready decision points.
• Experience partnering with Product, Technology, Marketing, Analytics, Operations, or Business Architecture teams to deliver digital improvements…