Your Job:

You are passionate about understanding the customer and optimizing their experience across the entire digital journey. As the eCommerce CRO Manager at Brooks, you will lead the efforts to improve conversion, retention, and satisfaction by combining customer insights, behavioral data, and experimentation. You will own the strategy and execution of our VoC and testing programs, using them to identify friction points and validate solutions across the funnel - from landing to loyalty.
This role is ideal for someone who is highly analytical, customer-obsessed, and thrives in cross-functional environments. You will collaborate with UX, engineering, analytics, and marketing teams to drive meaningful improvements in our digital experience. You will play a key role in shaping our digital roadmap and influencing broader eCommerce strategies.

Your Responsibilities:
• Lead the development of a holistic customer journey optimization strategy that aligns with Brooks' eCommerce goals and values.
• Own and evolve the Voice of Customer (VoC) program, synthesizing feedback from surveys, session replays, support interactions, and reviews.
• Develop and manage a strategic experimentation roadmap focused on UX, content, and funnel optimization.
• Partner with analytics to identify drop-off points and opportunities across the funnel, from product discovery to checkout and post-purchase.
• Collaborate with UX, engineering, and creative teams to implement and scale winning experiments and enhancements.
• Deliver insights and recommendations through compelling storytelling and reporting to stakeholders across the organization.
• Act as a key stakeholder in broader site enhancements, ensuring alignment with customer needs and business priorities.
• Support the career development of team members and foster a culture of curiosity, collaboration, and continuous improvement.

Qualifications:
• Bachelor's degree in Business, Marketing, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
• 7+ years of experience in digital experience, experimentation, UX research, or eCommerce strategy roles
• Strong analytical skills and experience with tools like Optimizely, Contentsquare, Adobe Analytics, and Salesforce Commerce Cloud
• Deep understanding of customer journey mapping, segmentation, and VoC methodologies
• Ability to translate data into actionable insights and communicate effectively across technical and non-technical teams
• Experience managing multiple priorities under tight deadlines with minimal supervision
• Basic HTML/CSS knowledge is a plus
• Passion for customer-centric design and continuous improvement
• Demonstrated ability to connect the dots across teams, systems, and customer touchpoints
• Embraces and lives the Brooks values!

Compensation: The pay range for this position, based out of the Brooks Seattle HQ, is $110,571 - $165,857 per year. Base pay offered will vary depending on job-related knowledge, skills, and experience.

Other:

Brooks is proud to offer a robust benefits package to our employees and their families!

Benefits- including medical, dental, vision, life and AD&D insurance, disability insurance, HSA and employer contribution, FSA, family & fertility assistance, 401K Savings Plan and match, employee assistance program, and transportation assistance.

Paid Time Off- Brooks offers generous time off including five weeks of paid time off, eleven paid holidays, paid sick and parental leave.

Bonus- in addition to base pay, Brooks employees may also be offered an annual bonus based on company performance.

Perks- including product discounts, employee recognition, fitness discounts, volunteer and donation benefits.

Location- You will spend 4 days per week in our Seattle offices, as we believe our organization flourishes when connections, collaboration, creativity, problem-solving, and celebrations happen in person.