eCommerce Experience Manager, Mobile App and Loyalty

At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams.  We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

OVERVIEW:

The eCommerce Experience Manager - Mobile App & Loyalty owns the strategy, performance management, and prioritization inputs for Dick’s Sporting Goods’ mobile app and eCommerce loyalty experience. This role is accountable for improving athlete engagement, loyalty participation, app acquisition, retention, conversion, and revenue

contribution by translating business priorities into measurable experience outcomes.

This individual serves as the capability owner for the app and digital loyalty experience, partnering across Loyalty Marketing, Product, Technology, Analytics, UX, Merchandising, Store Operations, and eCommerce leadership to align priorities, resolve tradeoffs, and ensure disciplined execution. The role establishes governance, insight cadences, KPI standards, and decision frameworks that help teams focus on the highest-value athlete and business opportunities. If/when this role relies on leading people down the road, this role would also be accountable for coaching, development, clarity of ownership, and building a high-performing, athlete-centered team.

App & Loyalty Capability Strategy, Roadmap Governance, and Outcome Ownership

• Own the end-to-end mobile app and eCommerce loyalty experience strategy, ensuring the capability roadmap is aligned to athlete needs, loyalty priorities, business outcomes, and enterprise digital commerce goals.
• Translate long-term app and loyalty direction into a prioritized portfolio and clear decision framework across acquisition, onboarding, engagement, retention, loyalty participation, conversion, and revenue contribution – in partnership with Product & Design.
• Establish experience principles, governance routines, escalation paths, and accountability mechanisms that enable Product, Technology, Marketing, Analytics, UX, Merchandising, and Operations teams to make effective decisions.
• Resolve tradeoffs among athlete value, commercial impact, technical feasibility, operational complexity, risk, and delivery capacity.
• Ensure roadmaps address the highest-value athlete and business problems rather than the loudest requests.

Unified App Scorecard & Performance Management

• Own the development and evolution of a unified executive-ready app and loyalty scorecard, integrating app acquisition, app store performance, engagement, feature adoption, loyalty participation, conversion, retention, and revenue contribution.
• Partner with Analytics to define KPI standards, benchmarks, targets, measurement frameworks, and reporting cadences that create consistent visibility into capability health.
• Establish a continuous insight, measurement, and prioritization cadence that connects athlete behavior, funnel performance, loyalty outcomes, and business impact.
• Lead performance storytelling for leadership forums, translating complex signals into clear “so what / now what” insights, recommendations, risks, and required decisions.
• Revisit roadmap and investment decisions when evidence changes, and clearly communicate implications to stakeholders.

App Store Marketing & Acquisition Strategy

• Own App Store Marketing strategy and execution across iOS and Android in partnership with internal teams and external agency partners, including keyword optimization, creative testing, ratings and reviews strategy, and app store conversion improvement.
• Partner with Paid Media and Marketing teams to align app install strategy, measurement, targeting, and performance optimization.
• Monitor competitive positioning, app store trends, rankings, customer feedback, and acquisition funnel performance to identify growth opportunities.
• Create business cases and prioritization recommendations for acquisition, onboarding, and app engagement investments.
• Ensure acquisition strategies connect to downstream engagement, loyalty participation,retention, and incremental business value.

Cross-Functional Prioritization Support & Storytelling

• Establish effective partnerships, governance, and escalation paths for the capability, including clear decision rights across business and technical teams. Develop business cases, opportunity sizing, and prioritization frameworks that balance athlete outcomes, economics, feasibility, capacity, risk, and strategic fit.
• Represent the capability credibly in planning and leadership forums, communicating portfolio health candidly, including misses, uncertainty, risk, and corrective actions.
• Create shared accountability across teams and resolve recurring structural conflict that may prevent consistent execution or outcome delivery.

Loyalty Partnership & Experience Integration

• Serve as the strategic partner to Loyalty Marketing for how loyalty benefits, campaigns, personalization, and member experiences show up across the app and eCommerce journey.
• Ensure loyalty benefits are clear, relevant, measurable, and embedded within the app experience in ways that improve athlete value and business performance.
• Identify friction and opportunity across loyalty enrollment, identification, benefit discovery, offer engagement, frequency, spend, and retention.
• Partner with Product, UX, Analytics, Marketing, and Operations to improve loyalty experience quality, consistency, accessibility, and scalability.
• Protect long-term athlete trust while balancing growth, conversion, loyalty participation, economics, and operational feasibility.

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience required
• 5-7 years experience
• Strong strategic mindset with the ability to connect customer experience improvements to business outcomes 
• Deep understanding of digital commerce, including on-site experience, conversion optimization, and performance metrics 
• Proven ability to leverage data, analytics, and experimentation to drive measurable results 
• Experience working across cross-functional teams and influencing without direct authority 
• Familiarity with AI-driven, conversational, or emerging commerce technologies preferred 
• Excellent communication and storytelling skills, with the ability to translate complex data into clear, actionable insights

#LI-SL1
 

VIRTUAL REQUIREMENTS:

At DICK’S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.

To ensure a smooth and secure experience, please note the following:

• Cameras must be on during all virtual interviews.

• AI tools are not permitted to be used by the candidate during any part of the interview process.

• Offers are contingent upon a satisfactory background check which may include ID verification.

If you have any questions or need accommodations, we’re here to help. Thanks for helping us keep the process fair and secure for everyone!