Sr Manager, Customer Journey- Corporate Headquarters, NJ

The Children’s Place is the largest pure-play children’s retailer in North America. We sell apparel, footwear, accessories etc. in North America and Globally, in stores and online under the brand names of The Children's Place, and Gymboree.

It is an exciting time to join our Marketing team as we are building ambitious strategies to grow our business and delight our customers. Our team is growing, and we are looking for marketers who make magic; they have creativity for ideas, discipline of execution, and rigor for excellence. With a track record of delivering results, they are customer-obsessed and steeped in culture. Their inner kid is thriving and fueling them – if this sounds like you, we cannot wait to hear from you!

We are hiring a Senior Manager of Customer Journey to lead the optimization of the end-to-end customer experience across all digital touchpoints. This role will focus on delivering a seamless, customer-first experience while constantly experimenting with new ideas by analyzing customer behavior, identifying pain points, and implementing strategies to enhance the shopping journey, boost engagement, and drive conversions.

In this role, you will take ownership of customer journey mapping, feedback collection, and cross-functional collaboration with teams such as Digital Experience, Design, Customer Service, and e- Merchandising.

Key Accountabilities:

• Customer Journey Mapping: Develop and maintain comprehensive customer journey maps to identify friction points and opportunities for improvement. Consider the full funnel and lifecycle of a customer to determine the highest leverage points to efficiently improve the customer experience.

• Voice of Customer: Build and manage a comprehensive Voice of Customer program by integrating insights from surveys, customer service feedback, product reviews, and behavioral data. Serve our shoppers by identifying key pain points and continuously refining the experience based on their input.

• Data-Driven Insights: Utilize tools like Adobe Analytics to track customer behavior, engagement metrics, and conversion funnels. Use data to show results, challenge assumptions, and drive informed decisions to optimize customer interactions across the sites/ mobile App.

• Personalization & Segmentation: Work with digital marketing and CRM teams to implement personalized experiences based on customer and behavioral data, leveraging Monetate.

• A/B Testing & Optimization: Lead innovative experimentation and optimization through A/B and multivariate testing to enhance website content, CTAs, and user flows. Disrupt the status quo by testing new approaches and optimizing the experience to drive better results.

• Omnichannel Experience: Ensure a consistent and frictionless experience across all digital and physical customer touchpoints (website, mobile app, email, in-store).

• Technology & Innovation: Identify and recommend AI-driven solutions, automation tools to enhance the digital experience.

• Performance Reporting: Define and track KPIs such as conversion rate, engagement, customer satisfaction. Report on results regularly to ensure alignment and accountability, and drive improvements across customer touchpoints.

• Cross-Functional Collaboration: Partner with e-commerce, Merchant, Digital experience, Customer service, and Marketing teams to ensure seamless, customer-centric experiences.

Qualifications:

Experience:

• 3 years of experience in customer journey/experience, digital strategy, e-commerce, or UX.
• 8 years in a successful DTC ecommerce company, fashion, beauty or other lifestyle categories
• Must have experience in building and scaling customer journey programs, with a focus on experimentation and continuous iteration.
• Bachelor’s degree in Marketing, Business Administration, or a related field.

Skills:

• Experience using Google Analytics, Adobe Analytics, heat mapping tools (Hotjar, FullStory), and A/B testing platforms.
• Excellent project management skills with the ability to execute multiple initiatives simultaneously.
• Strong collaboration and communication skills to work cross-functionally with teams.

Personal Attributes:

• Innovative, curious and creative mindset.
• Results-driven with a focus on achieving business objectives.
• Ability to drive continuous improvements and drive meaningful, customer-first strategies and innovation.
• Methodical and disciplined approach.
• Strong sense of accountability and ownership.