Manager, Customer Ratings & Reviews

Staples is business to business. You’re what binds us together. Our merchandising team aims to deliver the best value and selection to our customers through products, services and solutions all centered around our customers’ needs. We are driven by customer insights and analytics to bring products and solutions to market seamlessly. We’re inclusive, well-rounded professionals who have deep experience in buying, selling, negotiating, operations, design, innovation, finance and more As the Manager of Customer Ratings & Reviews, you will be responsible for managing the product reviews program for both Staples.com and Staples Business. This role oversees the development and implementation of ratings and reviews policies, guidelines, and best practices to drive customer value. This individual understands industry best practices how to syndicate reviews, how to solicit reviews and manage customer ratings and reviews processes at Staples. This role works directly with the merchants and digital teams to optimize customer ratings for the onsite experience and with our reviews vendor and customer service team to optimize the collection and triaging of content. This role proactively assesses content experience, provides recommendations to partners, and measure ongoing effectiveness against metric targets What you will be doing: Own and manage the end-to-end ratings and reviews program across digital platforms Develop and implement policies, standards, and best practices Ensure content moderation aligns with FTC guidelines and company standards Partner cross-functionally across merchandising, digital, analytics, and vendors Lead sentiment analysis and deliver actionable insights Optimize review acquisition strategies and customer engagement Track and improve key performance metrics What You Bring to the Table: Strategic thinker with strong analytical mindset Customer-focused and collaborative Ability to influence cross-functional stakeholders Strong attention to detail and communication skills Ability to manage multiple priorities What’s needed: Basic Qualifications: Bachelor’s degree in Business, Marketing, Analytics or equivalent work experience 7+ years of experience in eCommerce, digital experience, or related field 3+ years working with ratings & reviews platforms Experience analyzing customer data and driving insights Strong understanding of FTC guidelines Preferred Qualifications: Experience managing vendor relationships Experience with A/B testing and digital optimization Experience with analytics tools like Tableau or Power BI Experience in retail or B2B eCommerce We Offer: Inclusive culture with Business Resource Groups Flexible PTO and holiday schedule 401(k) match and wellness programs The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation. #J-18808-Ljbffr Staples