Senior Manager, eCommerce Personalization

Senior Manager of Personalization

The Senior Manager of Personalization will lead the strategy development and execution of personalization initiatives for lenovo.com as part of the Global eCommerce Digital Experience Team. This role drives revenue growth through data-driven personalization strategies that deliver tailored customer experiences across all digital touchpoints. The position requires cross-functional partnership with analytics, research, project management, development, marketing and IT teams to operationalize Lenovo's personalization roadmap.

Key Responsibilities

Personalization Strategy

• Develop, implement, and communicate personalization strategies aligned with business goals and revenue targets
• Define how personalization capabilities should scale across the entire customer journey and advocate for this vision cross-functionally
• Develop annual business cases and investment proposals for personalization initiatives
• Drive the personalization roadmap forward, collaborating with strategy leads to prioritize initiatives based on business impact and technical feasibility
• Define and execute segmentation strategies for different customer profiles
• Drive continuous innovation in personalization capabilities including AI recommendations, dynamic content, and predictive targeting

Execution & Optimization

• Lead A/B testing program to optimize customer experience and drive measurable business results
• Utilize data-driven approaches to translate analytics into actionable personalization strategies
• Optimize personalization across the entire customer journey from homepage to product discovery to checkout
• Drive implementation of real-time behavioral targeting and session-based personalization
• Manage on-site personalization initiatives including targeted promotions, badges, offers, product recommendations and dynamic content
• Manage the personalization business management system and optimization processes

Performance & Analytics

• Establish KPIs and metrics to measure personalization effectiveness (conversion rates, AOV, engagement, retention, customer satisfaction)
• Collaborate with data scientists and analytics teams to build predictive models and recommendation algorithms
• Generate insights from customer behavior data to inform personalization strategies
• Monitor and report on program performance to senior leadership and stakeholders

Cross-Functional Leadership

• Partner with cross-functional teams to align personalization efforts
• Influence strategic decisions through data-driven insights and clear communication with executive stakeholders
• Manage vendor relationships and evaluate personalization technology platforms

Technology & Tools

• Work with technology teams to augment personalization platforms and tools
• Ensure proper tag implementation and data quality for personalization initiatives
• Partner with IT and DT teams to provide personalization requirements and business input for customer data platform (CDP) and personalization engine integrations
• Stay current on AI/ML capabilities and emerging personalization technologies

Team Leadership & Development

• Manage team performance through clear direction, regular one-on-ones, and bi-annual development plan reviews
• Lead recruitment and onboarding for team positions including job descriptions, interviewing and candidate selection for new roles or backfills
• Support employee growth through training opportunities, mentorship and career development planning
• Foster team collaboration, innovation and empowerment through recognition programs and team-building initiatives
• Provide strategic input on team organizational structure and resource needs

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Qualifications

• 10+ years of previous experience with expertise in personalization. Prefer experience working on large eCommerce websites.
• Demonstrated experience with Adobe Target or similar platforms
• Experience with customer segmentation, behavioral targeting, and recommendation engines
• Understanding of data infrastructure requirements to enable personalization at scale
• Experience with data management platforms (DMPs) and/or customer data platforms (CDPs) to enable personalized customer journeys
• Bachelor's degree required

Preferred Qualifications

• People management experience preferred
• Knowledge of AI/ML applications in personalization and product recommendations
• Familiarity with customer data platforms (CDPs) and data management
• Experience with agile/scrum methodologies
• Understanding of data collection strategies (zero-party, first-party, second-party, third-party) and privacy-compliant personalization practices
• Strong understanding of A/B testing methodologies and statistical significance
• Proficiency with analytics tools (Adobe Analytics, Google Analytics, or similar)
• Proven ability to work with data scientists and translate complex data into business strategies

Key Competencies

• Strategic thinking with ability to balance long-term vision and tactical execution
• Strong analytical and problem-solving skills with data-driven decision making
• Excellent executive presence and communication skills
• Ability to influence without authority across cross-functional teams
• Highly motivated self-starter comfortable with ambiguity
• Strong project management skills with ability to manage multiple initiatives simultaneously
• Creative approach to testing and optimization
• Customer-centric mindset focused on improving user experience