The Customer Journey Senior Manager is responsible for defining and executing the customer journey across the SW Ecommerce portfolio. This position will focus on developing digital strategies rooted in data and back end capabilities to drive conversion and maintain a best in class customer experience on site.
Additional Responsibilities:
- Lead digital customer experience initiatives reinforcing and advancing our data-driven approach to maximize conversion.
- Make digital decisions that are rooted in data- leveraging analytics, A/B testing and an understanding of customer needs/trends, to assess current Stuart Weitzman experiences.
- Lead 3rd party vendor management through a vast understanding of capabilities and ability to create best in class customer experiences on site.
- Partner closely with the Tapestry Digital and IT teams to leverage capabilities and maximize strategy across the parent company.
- Define and execute the on-site personalization strategy.
- Deep understanding of the SW customer and digital experience to develop and execute A/B testing learning agenda
- Drive product development roadmap balancing the brand priorities with key digital enhancements in a fast-paced, agile environment.
- Strong collaboration with digital marketing team to create a cohesive experience across all digital platforms.
- Maintain a thorough knowledge of internal systems and platform capabilities.

- Bachelor's Degree required.
- Minimum 7 years of relevant experience in Ecommerce Website and/or Product Management and on digital products, fashion ecommerce experience preferred.
- A strong understanding of current technologies and standards and how the digital ecosystem is evolving.
- Salesforce Commerce Cloud (Demandware) platform experience preferred.
- Strong proficiency with Microsoft office applications, including intermediate capabilities with Excel.
- Working knowledge of Google Analytics a plus.
Qualifications:
- Ability to think end-to-end from both the customer and business perspective and position solutions with consideration for impact on all relevant business operations as a whole.
- Executive-level communication skills and the ability to use storytelling and conceptual narratives to drive change and influence at all levels
- Proven leadership skills that inspire collaboration, innovative thinking, and clear decisions.
- Familiarity with and interest in user experience, ecommerce trends, third party products and industry best practices.
- Strong problem solving skills - ability to understand customer needs, identify opportunities and deliver solutions for continuous improvement.
- Excellent written, verbal and interpersonal communication skills, with the ability to communicate complex or technical content in a convincing way to non-technical audiences.
Our Competencies for All Employees
- Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
- Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
- Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
- Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
- Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Our Competencies for All People Managers
- Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
- Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
- Managerial Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Req ID:
86405