Conversion Rate Optimization Manager
New York City, NY
Full Time
E-Commerce
Mid Level
COMPANY OVERVIEW
Tommy John is a dual gender lifestyle brand focused on Men’s & Women’s underwear, intimates, sleep, and lounge. We are DTC-driven through our owned and operated brand e-Commerce business. We are undergoing transformation to multi-channel distribution, including Wholesale expansion while remaining on a mission to add smart, innovative, and fun-loving team members to the organization. We are looking for a CRO Manager to come join our New York based headquarters. Our HQ Office is in Lower Manhattan and our teams are on-site 3 days per week.
POSITION OVERVIEW
Reporting to the Sr Director of Site Experience, the CRO Manager will own the A/B testing and Personalization program across all digital platforms. Conversion Rate Optimization is chartered with driving a premium, connected, and personalized customer experience across key Tommy John-owned digital properties. This individual will own the overall A/B Testing and Personalization strategy for TommyJohn.com as well as partner with several key stakeholders including Marketing, Creative, Development, Analytics, and Merchandising to ensure that we are driving growth while delivering the best experience for our customers.
#LI-DNI
Tommy John is a dual gender lifestyle brand focused on Men’s & Women’s underwear, intimates, sleep, and lounge. We are DTC-driven through our owned and operated brand e-Commerce business. We are undergoing transformation to multi-channel distribution, including Wholesale expansion while remaining on a mission to add smart, innovative, and fun-loving team members to the organization. We are looking for a CRO Manager to come join our New York based headquarters. Our HQ Office is in Lower Manhattan and our teams are on-site 3 days per week.
POSITION OVERVIEW
Reporting to the Sr Director of Site Experience, the CRO Manager will own the A/B testing and Personalization program across all digital platforms. Conversion Rate Optimization is chartered with driving a premium, connected, and personalized customer experience across key Tommy John-owned digital properties. This individual will own the overall A/B Testing and Personalization strategy for TommyJohn.com as well as partner with several key stakeholders including Marketing, Creative, Development, Analytics, and Merchandising to ensure that we are driving growth while delivering the best experience for our customers.
PRIMARY RESPONSIBILITIES
- Own the end-to-end Conversion Rate Optimization (CRO) strategy, translating business objectives into actionable operational plans and tactical testing roadmaps that drive revenue growth and customer acquisition.
- Identify and prioritize A/B and multivariate testing opportunities based on real-time business performance, customer behavior insights, seasonal trends, and upcoming marketing or merchandising initiatives to continuously improve conversion metrics.
- Manage and maintain the CRO testing pipeline in close partnership with Site Experience, Merchandising, Analytics, Marketing, and Development teams to ensure alignment with business priorities.
- Foster a rapid test-and-learn culture by ensuring timely execution, analysis, iteration, and implementation of winning experiences to continuously optimize site performance.
- Lead the strategy and execution of personalized site experiences tailored to varying customer intents, traffic sources, promotional offers and marketing campaigns.
- Oversee the online product recommendation engine including post-purchase offers in collaboration with Site Merchandising, driving personalized product discovery experiences while supporting broader merchandising and business initiatives.
- Monitor, analyze, and communicate the performance of CRO initiatives and experimentation programs, delivering actionable insights and recommendations to stakeholders across the organization.
- Develop and present weekly and monthly reporting on A/B testing performance, conversion trends, customer behavior insights, and cross-device/channel performance.
- Influence customer journey optimization across all touchpoints by educating cross-functional teams on experimentation best practices, key learnings, and optimization opportunities.
- Partner with Analytics and Development teams to troubleshoot and validate analytics events, tagging, tracking implementation, and data integrity
QUALIFICATIONS, SKILLS, & EXPERIENCE
- Bachelor’s degree or equivalent professional experience
- 3+ years of experience in CRO, e-Commerce, digital marketing, or a related field; working knowledge of HTML, CSS, JavaScript, and SQL a plus
- Proven experience developing, prioritizing, and managing a pipeline of A/B testing and optimization opportunities based on business impact and ROI
- Hands-on experience with A/B testing and personalization platforms such as Dynamic Yield, Kameleoon, or similar tools
- Experience optimizing site experiences across varying traffic sources, campaign intents, and customer journeys
- Familiarity with checkout optimization, post-purchase offer strategies, and upsell/cross-sell programs; experience with Aftersell or similar post-purchase platforms strongly preferred
- Strong understanding of UX and conversion best practices, with the ability to translate customer insights into actionable optimization strategies
- Analytical mindset with experience leveraging performance data and customer behavior insights to drive testing recommendations and continuous improvement
- Proven ability to collaborate cross-functionally with Analytics, Creative, Marketing, Merchandising, and Development teams
- Excellent communication, stakeholder management, and project management skills with a track record of driving initiatives from strategy through execution
- Demonstrated alignment with TJ core values: Humble, Adaptable, Mindful, GSD 2.0, & Curious
- Ability to be on-site in our HQ Office 3 days per week
#LI-DNI
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