Digital Customer Experience & Analytics Manager
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Job Location:
Buffalo, IA - USA
Monthly Salary:
$ 110717 - 166075
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Richs also known as Rich Products Corporation is a family-owned food company dedicated to inspiring possibilities. From cakes and icings to pizza appetizers and specialty toppings our products are used in homes restaurants and bakeries around the world. Beyond great food our customers also gain insights to help them stay competitive no matter their size. Our portfolio includes creative solutions geared at helping food industry professionals compete in foodservice retail in-store bakery deli and prepared foods among others. Working in 100 locations globally with annual sales exceeding $4billion Richs is a global leader with a focus on everything that family makes possible. RichsInfinite Possibilities. One Family.
Purpose Statement
The Digital Customer Experience & Analytics Manager leads the strategy delivery and continuous improvement of digital customer experiences across U.S. and Canadian web and ecommerce properties. This role owns the regional roadmap for UX optimization ecommerce experience and operations enablement customer feedback/community management and measurement strategy to ensure the digital ecosystem supports product discovery education and conversion across B2B and consumer brand experiences.
This is a hybrid opportunity based out of Richs WHQ in Buffalo NY with in-person collaboration required Tuesday-Thursday each week and WFH flexibility Monday / Friday.
Key Accountabilities and Outcomes
User Experience & Website Optimization (40%)
Own the regional digital experience roadmap for U.S. and Canadian websites including site enhancements template improvements and thirdparty integrations that strengthen customer journeys.
Lead UX optimization across desktop/mobile focusing on conversion paths navigation forms content engagement and key workflows.
Manage redesigns launches and enhancements from requirements through releaseensuring quality accessibility performance and consistency with brand standards.
Ensure compliance with privacy and regulatory requirements (e.g. GDPR/CCPA/PIPEDA/WCAG as applicable to regional properties) partnering with Legal and IT as needed and supporting cookie consent operationalization.
Measurement Strategy & Analytics Leadership (25%)
Own the regional measurement strategy across U.S. & Canada digital properties (B2B B2C and ecommerce) defining KPI frameworks that align to business outcomes (engagement conversion lead generation content effectiveness and operational performance).
Build and maintain digital scorecards and performance dashboards establishing consistent definitions reporting cadences and actionable insights for stakeholders.
Champion analytics upskilling across the marketing and ecommerce domaincodifying best practices for tagging tracking plans channel/traffic definitions and KPI interpretation.
Lead experimentation and optimization measurement (A/B testing pilot measurement design and postlaunch performance readouts) ensuring learnings translate to roadmap decisions.
Partner with Analytics/IT to improve data quality and governance across analytics implementations (GA/GTM privacy/consent impacts event schema consistency).
Cross-Functional Delivery MarTech Governance & Integrations (25%)
Lead crossfunctional digital and ecommerce initiatives through strong program and project managementaligning Product UX IT Marketing Analytics and external partners to deliver on time and with high quality.
Provide MarTech governance support for the regional marketing ecosystem (tools integrations tracking architecture vendor coordination) ensuring solutions are scalable compliant and welldocumented.
Coordinate requirements and delivery for platform integrations measurement instrumentation and operational enhancementsbalancing speed with governance and longterm maintainability.
Own and improve ecommerce readiness inputs including product feed quality merchandising enablement and customer experience consistency across channels.
Community Management & Digital Feedback Operations (10%):
Own and standardize digital customer feedback processes across ecommerce B2C and B2B experiencescreating repeatable workflows SLAs and governance.
Lead community management and moderation workflows (where applicable) ensuring alignment with brand voice legal guidelines and CX standards.
Establish a closedloop insight process to route feedback to the right teams (Product CX Marketing Customer Service) translating feedback trends into measurable experience improvements.
Knowledge Skills and Experience
Bachelors degree in Marketing Business Digital Analytics or related field.
5 years progressive experience in digital experience management ecommerce digital analytics/measurement or MarTech operations; experience leading crossfunctional initiatives strongly preferred.
Strong measurement expertise: KPI framework development tracking strategy experimentation and translating analytics into prioritized actions.
Demonstrated ability to manage complex stakeholder environments and influence without direct authority.
Working knowledge of CMS platforms tagging/analytics tools consent/privacy requirements and crosschannel measurement fundamentals & core digital marketing sources (GA4 Marketing automation platforms)
Strong project/program management skills with the ability to manage multiple concurrent initiatives in a fastpaced environment. (e.g. PMP Agile Scrum)
Excellent communication skills and comfort presenting performance insights and recommendations to business and technical audiences.
TRAVEL REQUIREMENTS: 5-10% as needed
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COMPENSATION
In accordance with state law the rate or range provided is Rich Products Corporation its subsidiaries and affiliates (Richs) reasonable estimate of the base compensation for this role. The actual amount may be higher or lower based on non-discriminatory factors such as experience knowledge skills abilities shift differential and location.
Annual Range/Hourly Rate
$110717.00-$166075.00
Rich Products Corporation its subsidiaries and affiliates (Richs) are committed to a policy of Equal Employment Opportunity standing up for fairness and maintaining a culture of belonging to provide an exceptional experience for all. We will not discriminate against an applicant or employee on the basis of race color religion sex national origin disability military or veteran status or any other Federal or State legally protected classes. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Richs. Please contact Richs Associate Experience Network at if you need assistance completing this application or to otherwise participate in the application process.
Required Experience:
Manager
