Digital Customer Experience & Analytics Manager
Rich Products Corporation, Buffalo, NY, United States
Digital Customer Experience & Analytics Manager
Location: Buffalo, NY, US 14213
The Digital Customer Experience & Analytics Manager leads the strategy, delivery, and continuous improvement of digital customer experiences across U.S. and Canadian web and e‑commerce properties. This role owns the regional roadmap for UX optimization, e‑commerce 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 Rich’s WHQ in Buffalo, NY with in-person collaboration required Tuesday‑Thursday each week and WFH flexibility Monday / Friday.
Measurement Strategy & Analytics Leadership
Own the regional measurement strategy across U.S. & Canada digital properties (B2B, B2C, and e‑commerce), 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 e‑commerce domain—codifying best practices for tagging, tracking plans, channel/traffic definitions, and KPI interpretation.
Lead experimentation and optimization measurement (A/B testing, pilot measurement design, and post‑launch 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
Lead cross‑functional digital and e‑commerce initiatives through strong program and project management—aligning 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 well‑documented.
Coordinate requirements and delivery for platform integrations, measurement instrumentation, and operational enhancements—balancing speed with governance and long‑term maintainability.
Own and improve e‑commerce readiness inputs including product feed quality, merchandising enablement, and customer experience consistency across channels.
Community Management & Digital Feedback Operations
Own and standardize digital customer feedback processes across e‑commerce, B2C, and B2B experiences—creating 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 closed‑loop 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
Bachelor’s degree in Marketing, Business, Digital, Analytics, or related field.
5+ years progressive experience in digital experience management, e‑commerce, digital analytics/measurement, or MarTech operations; experience leading cross‑functional 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 cross‑channel 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 fast‑paced 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.
Benefits
Competitive compensation
Paid time off
Parental leave
Family planning support
Associate resource groups
Volunteering & community impact opportunities
Holiday gatherings
In‑house taste tests (we are a food company after all)!
Compensation
Annual Range: $110,717.00 – $166,075.00
Equal Employment Opportunity Statement
Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”) 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.
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 Rich’s. Please contact Rich’s Associate Experience Network at hrhelp@rich.com if you need assistance completing this application or to otherwise participate in the application process.
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Location: Buffalo, NY, US 14213
The Digital Customer Experience & Analytics Manager leads the strategy, delivery, and continuous improvement of digital customer experiences across U.S. and Canadian web and e‑commerce properties. This role owns the regional roadmap for UX optimization, e‑commerce 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 Rich’s WHQ in Buffalo, NY with in-person collaboration required Tuesday‑Thursday each week and WFH flexibility Monday / Friday.
Measurement Strategy & Analytics Leadership
Own the regional measurement strategy across U.S. & Canada digital properties (B2B, B2C, and e‑commerce), 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 e‑commerce domain—codifying best practices for tagging, tracking plans, channel/traffic definitions, and KPI interpretation.
Lead experimentation and optimization measurement (A/B testing, pilot measurement design, and post‑launch 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
Lead cross‑functional digital and e‑commerce initiatives through strong program and project management—aligning 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 well‑documented.
Coordinate requirements and delivery for platform integrations, measurement instrumentation, and operational enhancements—balancing speed with governance and long‑term maintainability.
Own and improve e‑commerce readiness inputs including product feed quality, merchandising enablement, and customer experience consistency across channels.
Community Management & Digital Feedback Operations
Own and standardize digital customer feedback processes across e‑commerce, B2C, and B2B experiences—creating 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 closed‑loop 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
Bachelor’s degree in Marketing, Business, Digital, Analytics, or related field.
5+ years progressive experience in digital experience management, e‑commerce, digital analytics/measurement, or MarTech operations; experience leading cross‑functional 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 cross‑channel 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 fast‑paced 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.
Benefits
Competitive compensation
Paid time off
Parental leave
Family planning support
Associate resource groups
Volunteering & community impact opportunities
Holiday gatherings
In‑house taste tests (we are a food company after all)!
Compensation
Annual Range: $110,717.00 – $166,075.00
Equal Employment Opportunity Statement
Rich Products Corporation, its subsidiaries and affiliates (“Rich’s”) 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.
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 Rich’s. Please contact Rich’s Associate Experience Network at hrhelp@rich.com if you need assistance completing this application or to otherwise participate in the application process.
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