Job DescriptionThis position is a minimum of 4 days in office with flexibility for remote work on Fridays.
The Senior Manager, Product Management - Customer Experience & Loyalty owns the digital experiences that drive customer engagement, repeat purchase, loyalty, and long-term customer value across Quill.com. This role leads the strategy, roadmap, and optimization of key customer touchpoints, including onboarding, rewards, chat, cart, checkout, and reorder experiences. Partnering closely with Marketing, Analytics, UX, and Technology teams, you will identify opportunities to reduce friction, improve engagement, and create seamless customer journeys that drive measurable business outcomes. Success in this role is measured through improvements in customer retention, repeat purchase behavior, loyalty engagement, and customer lifetime value.
What you'll be doing:- Develop and communicate a clear product strategy and roadmap aligned with company vision and market opportunities.
- Tailor website experiences for different customer segments, focusing on key engagement moments and reducing friction in the customer journey.
- Own performance outcomes for customer engagement, retention, and loyalty initiatives, leveraging analytics and customer insights to prioritize investments and optimize experiences.
- Implement A/B testing and optimization techniques to increase user satisfaction and website performance.
- Collaborate with UX/UI designers, developers, and cross-functional teams to deliver high-quality products and customer journeys on time and within budget.
- Identify emerging customer, industry, and competitive trends and translate insights into product strategies that drive growth and differentiation.
- Manage product launches with effective go-to-market strategies, pricing, and promotional plans.
- Stay current on industry trends and emerging technologies related to eCommerce and user experience.
- Own customer-facing experiences that directly influence customer retention, repeat purchases, loyalty engagement, and overall customer lifetime value.
What you bring to the table:- Ability to adapt to a dynamic, fast-paced environment.
- Knowledge of agile development methodologies.
- Excellent communication and collaboration skills.
- Proven track record of bringing products to market and achieving business objectives.
- Collaborative mindset with a proven ability to build partnerships and work across teams to achieve shared objectives.
- Strong customer focus, able to identify and address internal and external customer needs while delivering customer-centric solutions.
- Commitment to an inclusive environment, working with diverse individuals of varying backgrounds and cultures.
- Innovative thinking, encouraging new ideas and implementing solutions that challenge conventional approaches.
- Dedication to self-development, seeking growth opportunities through formal and informal channels.
What's needed - Basic Qualifications:- Bachelor's degree in a relevant field OR equivalent work experience
- 8+ years of experience in product management, eCommerce, or customer experience, including at least 2 years in a leadership role.
- Strong analytical skills and proficiency with analytics tools such as Adobe Analytics, GA4, and/or Fullstory.
- Familiarity with A/B testing, SEO, and content management systems.
Preferred Qualifications:- Master's degree (MBA preferred).
- Experience in B2B eCommerce.
We Offer:- Inclusive culture with associate-led Business Resource Groups
- Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!
The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.
#LI-AF1
