Manager – Ecommerce Customer Experience Excellence

Overview

We are seeking a Manager to spearhead the customer experience throughout the entire ecommerce lifecycle. This role encompasses oversight from acquisition and decision-making stages to onboarding, service delivery, and renewal processes, ensuring a seamless and impactful customer journey.

Key Responsibilities

• Develop and oversee a comprehensive customer journey framework covering all ecommerce sales and support phases such as exploration, decision-making, onboarding, servicing, and renewals.
• Detect customer frustrations, emotional disengagements, service deficiencies, and inefficiencies in processes to implement effective improvements.
• Manage the Voice of Customer initiatives, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), survey administration, sentiment evaluation, and closing feedback loops.
• Define and track customer experience (CX) key performance indicators (KPIs) across journey stages, including conversion rates, dropout rates, customer satisfaction, complaint statistics, response timelines, and renewal achievements.
• Maintain CX dashboards with data-driven reporting, insights, and recommendations shared with senior leadership.
• Establish CX standards, standard operating procedures (SOPs), service level expectations, tone-of-voice protocols, and strategic experience principles used by Sales and Customer Service teams.
• Collaborate closely with Marketing and Engagement units to synchronize customer communications like emails, SMS, chatbots, and in-app messaging, tailored to relevant journey phases.
• Supervise self-service platforms and chatbot functionalities from a customer experience standpoint, focusing on relevance, efficiency, and positive customer outcomes.
• Build and manage a cross-functional backlog of CX improvement initiatives with clearly defined ownership, timelines, and measurable results.
• Lead workshops, governance meetings, insight sharing sessions, and alignment reviews involving Sales, Service, Operations, UX, Product, Analytics, and other key stakeholders.
• Advocate for customer-centric perspectives in digital growth strategies, planning, and product development endeavors.
• Ensure all CX methodologies comply with brand guidelines, regulatory standards, and legal requirements.

Qualifications

• Minimum five years of professional experience in customer experience, ecommerce journey management, digital experience optimization, service excellence, or related disciplines.
• Demonstrated success managing or enhancing end-to-end digital customer journeys.
• Expertise in journey mapping, pain-point identification, service design, and customer experience governance structures.
• Proven track record in designing, developing, or managing Voice of Customer programs employing key customer metrics such as NPS, CSAT, and CES.
• Ability to define, monitor, and elevate CX and digital performance KPIs effectively.
• Advanced analytical capabilities to convert customer and commercial data into decisive, actionable insights.
• Experience partnering with multiple departments including Sales, Customer Service, Operations, Marketing, UX, Product, Analytics, and Digital teams.
• Detailed knowledge of multi-channel customer communications encompassing email, SMS, chatbot, and in-app messages.
• Exceptional stakeholder management, facilitation, communication, and presentation expertise.
• Strong customer empathy, a design-thinking approach, and a proactive, self-starting work ethic.
• Organizational skills to manage various initiatives concurrently within complex and cross-functional environments.
• Competence in formulating business cases, backlog prioritization for improvements, managing governance frameworks, and preparing performance reports.