Digital Experience Manager

Gopher Sport is seeking an exceptional candidate to lead our efforts to enhance the experience our customers receive across all our websites. This key position will be part of our management team and is responsible for creating a flawless and memorable digital experience that drives conversion and makes the online shopping experience simple and easy.

This position will be tasked with accomplishing the following outcomes:

• Improving the customer’s digital experience rating as measured by customer surveys 
• Increasing the conversion rate across all digital properties 
• Ensuring the digital experience department plans are completed on time, on budget, and with intended outcomes 
• Increasing the overall efficiency and throughput of the digital experience/eCommerce department

What will you be doing?

To achieve the goals and outcomes of this position, you will be required to do the following:

• Lead the Digital Experience/eCommerce team. Ensure department objectives are achieved. 
• Understand corporate and brand objectives and how the digital experience can contribute to the achievement of those goals. 
• Create, get approval on, and communicate a Digital Experience plan that supports corporate objectives and continuously outlines department priorities in the upcoming 6-12 months.
• Ensure the Digital Experience plan is executed on time and on budget.
• Manage any and all aspects of each Gopher Sport digital property to ensure they operate as intended. 
• Establish clear responsibilities and performance expectations for all work within the department. Build clear, documented processes and procedures. 
• Improve the skills and knowledge of team members through coaching, feedback, technical training, and industry best practices. 
• Analyze website performance and customer data to identify trends, patterns, and opportunities for improved experience. Create simple, clear reporting that demonstrates progress vs. objectives and share with key internal stakeholders.
• Regularly collect and review customer feedback. Use feedback to identify ways to improve the online experience. 
• Ensure department spending is at or below budget. 
• Develop, document, and maintain a technology roadmap that enables delivery of corporate objectives. Lead the evaluation and implementation of any new technology solutions while effectively managing existing technologies and partners. 
• Stay current on emerging technologies and eCommerce/Digital Experience best practices. Proactively propose new ideas on how to continuously improve our customer’s online experience. 
• Lead the integration and implementation of web analytics with GA4 or other analytic tools. Oversee and report on key KPIs. 
• Provide excellent customer service to internal stakeholders. 
• Be the champion of the digital experience. Create excitement and momentum behind our digital plans. Work w/in the department and across the company to build understanding and support of the plan.

Demonstrate corporate core values to support our culture, including:

• We create delighted fans 
• We do everything with integrity 
• We are passionate about quality and excellence 
• We move fast to innovate and improve

What You'll Need to Be Successful:

• Non-stop desire to enhance the digital experience of our customers. 
• Imagination, curiosity, and the ability to translate business needs into strategies that create results. 
• Ability to create and execute a multi-faceted plan that achieves department and corporate objectives. 
• The technical expertise to align systems and data to create simplicity, efficiency, and seamless customer experiences.
• Ability to efficiently and successfully complete projects independently, by leading and guiding the activities of team members from your department, and by aligning key stakeholders across the company. 
• Ability to test concepts or strategies, interpret results, and adjust/expand/abandon easily and quickly. 
• Proactive, clear, and concise communication. 
• The desire and passion to continuously improve results. Relentless pursuit to achieve goals. 
• Enthusiasm, energy, and a passion for what we do and the markets we serve.

Requirements:

• Passion for the importance of physical activity and a desire to positively impact student and teacher outcomes. 
• Curiosity, imagination, and initiative. 
• MBA or Bachelor’s degree or higher from accredited university/college with meaningful, relevant work experience. 
• Prior success in managing eCommerce or Digital Experience teams. Magento experience preferred. 
• A demonstrated track record of achieving results and creating meaningful improvements to the customer’s experience online.
• A lifestyle or educational background that is aligned with the company’s mission.

Our Hybrid work environment:

We value in-person connection and collaboration at Gopher Sport. We believe the energy we generate is stronger when we’re together. As a Gopher Sport team member, you’ll enjoy a hybrid work environment to provide better life-work balance. You’ll be able to work remotely every Monday and earn 3 weeks of remote work flexible hours, to be used at your discretion, like PTO.

Why join our Team?

Our Team Members enjoy a competitive compensation and benefit package, 3 weeks of Paid Time Off accrued the first year, plus 8 company paid holidays; profit sharing bonuses, 401K, ESOP, tuition reimbursement, product discounts, wellness programs, stand-up work stations, an onsite fitness center and so much more!