Customer Experience and Performance Specialist _ Digital Marketing

Company Description

The Experience & Conversion Specialist improves product discoverability, PDP performance, and overall customer experience through optimized content, strong search foundations, and data-driven enhancements. This role bridges AI tools, UX, SEO/search, content, and merchandising to ensure product pages are accurate, compelling, and conversion ready.

Job Description

Core Responsibilities

1. SKU-Level Performance & Conversion Optimization

• Analyze SKU-level metrics to identify underperforming products and key friction points.
• Diagnose issues such as weak value props, low-quality media, missing attributes, or poor search visibility.
• Support and enhance the Super PDP by ensuring priority SKUs feature enriched layouts, modules, and clearer product information.
• Recommend and help implement updates that improve PDP clarity, usability, and conversion.
• Collaborate on A/B testing to validate improvements and refine Super PDP elements.

2. Search Optimization & Attribute Enrichment

• Improve product discoverability through optimized attributes, metadata, categorization, and search-friendly content.
• Support major onsite search and SEO initiatives.
• Work with SEO, merchandising, and development teams to strengthen product visibility and resolve search gaps.

3. PDP-Focused Conversion Rate Optimization (CRO)

• Support CRO tests involving CTA placement, media galleries, enhanced sections, and layout variations.
• Partner with UX/design and development teams to launch and analyze experiments that increase conversion.

4. Product Data QA & Conversion Health Monitoring

• Audit PDPs for broken media, incorrect pricing, missing information, and outdated content.
• Maintain dashboards or trackers highlighting PDP health, completeness, and performance trends.
• Ensure product content remains accurate, consistent, and conversion-focused across all touchpoints.

5. Product Content Optimization

• Support the Web Content team in optimizing clear, benefit-led product descriptions with accurate specs and enriched attributes.
• Ensure PDPs include strong images, videos, and enhanced content.
• Collaborate with content, design, and suppliers to keep product information complete and aligned.
• Use AI tools to support content creation while maintaining accuracy and brand voice.

Additional Responsibilities

• Act as the link between AI-generated content and final customer-facing pages.
• Work with suppliers to gather missing product information and validate accuracy.
• Manage review syndication and moderation to ensure reviews are properly matched to products and monitored for quality and relevance.
• Support special projects aimed at improving overall web experience, including navigation, discoverability, and content presentation.
• Maintain high attention to detail to ensure high-quality, conversion-ready product content.

Qualifications

Technical & Specialized Skills

• 2 to 5 years of experience in digital marketing, e-commerce, UX/UI, SEO, content management, or conversion rate optimization (CRO).
• Experience working with Product Detail Pages (PDPs), product catalogs, or e-commerce platforms (Shopify, Magento, Salesforce Commerce Cloud, etc.).
• Strong knowledge of SEO (technical and content), including metadata, product attributes, and onsite search optimization.
• Understanding of UX principles and user journeys, especially those related to conversion.
• Experience with analytics tools such as Google Analytics, GA4, Looker Studio, Adobe Analytics, or similar.
• Familiarity with PIM systems or CMS platforms.
• Experience in CRO: A/B testing, performance analysis, and optimization recommendations.
• Knowledge or use of AI tools to support content creation and optimization.

Analytical Skills

• Strong data analysis abilities: interpreting dashboards, identifying trends, diagnosing performance issues.
• Ability to evaluate SKU-level health, identify friction points, and propose data-driven solutions.

Content Skills

• Excellent ability to write, edit, and optimize customer-facing digital content.
• Experience enriching product content (images, videos, descriptions, specs, attributes).

Collaboration & Project Skills

• Ability to work effectively with SEO, UX, design, development, merchandising, and supplier teams.
• Experience in digital project coordination or cross-functional teamwork.
• Exceptional attention to detail and strong commitment to content quality.

Nice-to-Have Assets

• Basic knowledge of HTML or front-end fundamentals.
• Experience with searchandising or onsite search tools (Algolia, Elasticsearch, etc.).
• Experience managing product reviews (moderation, syndication).
• Knowledge of the retail or high-SKU-volume e-commerce industry.

Education

• Bachelor's degree in marketing, communications, e-commerce, UX, business analytics, or a related field.
• Certifications in SEO, Google Analytics, UX, CRO, or similar (an asset).

Additional Information

We offer:

• Flexible work schedule
• Hybride
• Employee discount
• Free employee parking
• Life, medical and dental insurance (50% company paid)