Job Description

Senior Manager, Product Management – Customer Retention

Quill is a valuable part of the Staples family of brands. Since 1956, Quill has held its position as a leader in office supplies. Acquired by Staples in 1998, Quill delivers the essential services, solutions, and award-winning customer support to help our customers – and our people – thrive. When you partner with Quill, as a customer or as an associate, every workday is more rewarding.

From paper, ink & toner, to technology and custom print, we deliver the right products at the right value, plus an unmatched assortment of over 900 instant rewards available with every order.

Team Summary

Quill.com makes ordering supplies easier and more rewarding, providing everything from paper and ink to cleaning supplies and technology. We pride ourselves on exceptional customer service and have been a trusted partner of Staples since 1998.

The Senior Manager, Product Management – Customer Retention is the dedicated owner of retention, repeat purchase, and loyalty outcomes across Quill.com’s digital experience. You will oversee the entire customer lifecycle, driving engagement, onboarding, rewards, chat, cart, and checkout, to make returning, reordering, and expanding spend seamless and confident for our customers. You’ll be the voice of the customer and the champion of our retention growth engine, leveraging insights, behavioral data, and experimentation to enhance engagement, reduce friction, and increase customer lifetime value. This role is measured by improvements in retention, repeat rate, and customer lifetime value.

What you’ll be doing:

• Develop and communicate a clear product strategy and roadmap aligned with company vision and market opportunities.
• Tailor website experiences for different customer segments, focusing on key engagement moments and reducing friction in the customer journey.
• Continuously monitor and analyze website and customer performance, using feedback and data to drive improvements and iterate on product features.
• Implement A/B testing and optimization techniques to increase user satisfaction and website performance.
• Collaborate with UX/UI designers, developers, and cross-functional teams to deliver high-quality products and customer journeys on time and within budget.
• Conduct market research to identify trends, customer needs, and competitive insights for informed product decisions.
• Manage product launches with effective go-to-market strategies, pricing, and promotional plans.
• Stay current on industry trends and emerging technologies related to eCommerce and user experience.

What you bring to the table:

• Ability to adapt to a dynamic, fast-paced environment.
• Knowledge of agile development methodologies.
• Excellent communication and collaboration skills.
• Proven track record of bringing products to market and achieving business objectives.
• Collaborative mindset with a proven ability to build partnerships and work across teams to achieve shared objectives.
• Strong customer focus, able to identify and address internal and external customer needs while delivering customer-centric solutions.
• Commitment to an inclusive environment, working with diverse individuals of varying backgrounds and cultures.
• Innovative thinking, encouraging new ideas and implementing solutions that challenge conventional approaches.
• Dedication to self-development, seeking growth opportunities through formal and informal channels.

What’s needed – Basic Qualifications:

• Bachelor’s degree in a relevant field OR equivalent work experience
• 8+ years of experience in product management, eCommerce, or customer experience, including at least 2 years in a leadership role.
• Strong analytical skills and proficiency with analytics tools such as Adobe Analytics, GA4, and/or Fullstory.
• Familiarity with A/B testing, SEO, and content management systems.

Preferred Qualifications:

• Master’s degree (MBA preferred).
• Experience in B2B eCommerce.

We Offer: 

• Inclusive culture with associate-led Business Resource Groups   
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)   
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!  https://careers.staples.com/Staples-Life/Benefits

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.  

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.