Manager – Ecommerce CX Excellence

For one of our clients, we are looking for a Manager – Ecommerce CX Excellence to lead the business perspective of the customer journey across the full eCommerce lifecycle from acquisition and decision-making through onboarding, service, and renewal.

Key Responsibilities

• Define and govern the end-to-end customer journey framework across eCommerce sales and support, including exploration, decision, onboarding, service, and renewal.
• Identify customer pain points, emotional drop-offs, service gaps, and process inefficiencies, and drive initiatives to improve the overall experience.
• Lead the Voice of Customer program, including NPS, CSAT, CES, transactional surveys, customer sentiment analysis, and feedback-loop closure.
• Establish and monitor CX KPIs across journey stages, such as conversion, drop-off, satisfaction, complaint rates, response times, and renewal success.
• Maintain CX dashboards and provide data-driven performance reporting, insights, and recommendations to senior stakeholders.
• Define and embed CX standards, SOPs, service expectations, tone-of-voice guidelines, and experience principles across Sales and Customer Service teams.
• Partner with Marketing and Engagement teams to align email, SMS, chatbot, in-app, and other customer communications with the relevant journey stage.
• Oversee self-service and chatbot experiences from a customer experience perspective, focusing on relevance, effectiveness, and customer outcomes.
• Establish and manage a cross-functional CX improvement backlog, ensuring initiatives have clear ownership, timelines, and measurable impact.
• Facilitate workshops, governance forums, insight sessions, and experience alignment reviews with Sales, Service, Operations, UX, Product, Analytics, and other stakeholders.
• Champion the customer perspective in digital growth initiatives, strategic planning, and product development.
• Ensure CX practices are aligned with brand, compliance, and regulatory requirements.

Requirements

• 5+ years of experience in customer experience, ECommerce journey management, digital experience, service excellence, or a related field.
• Proven experience managing or improving end-to-end digital customer journeys.
• Strong knowledge of journey mapping, pain-point analysis, service design, and customer experience governance.
• Experience designing, implementing, or managing Voice of Customer programs using metrics such as NPS, CSAT, and CES.
• Demonstrated ability to define, track, and improve CX and digital performance KPIs.
• Strong analytical skills, with the ability to translate customer and business data into clear, actionable insights.
• Experience working with Sales, Customer Service, Operations, Marketing, UX, Product, Analytics, and Digital teams.
• Strong understanding of customer communications across channels, including email, SMS, chatbots, and in-app messaging.
• Excellent stakeholder management, facilitation, presentation, and communication skills.
• Strong customer empathy and a design-thinking mindset.
• Proactive, self-driven, and accountable, with the ability to manage multiple initiatives in a complex, cross-functional environment.
• Experience creating business cases, improvement backlogs, governance processes, and performance reports.