Ecommerce CX Excellence Manager_Arab

The Manager – Ecommerce CX Excellence will own the business view of the customer experience across the full eCommerce lifecycle, from acquisition and exploration through decision, onboarding, service, and renewal.The role will ensure that customer-facing sales and service teams consistently deliver against CX expectations and that customer touchpoints contribute to satisfaction, loyalty, conversion, and operational success.Working closely with Digital Experience, UX Research & Design, Digital Sales, Marketing, Operations, Data and other business teams, the role will translate Voice of Customer, customer journey insights and CX performance data into prioritized business actions and measurable improvements.This is a business-side CX leadership role. It does not own UX/UI design or usability testing, but partners with UX Research & Design to ensure that customer experience delivery and business outcomes are aligned.Key Responsibilities1. Customer Journey & Experience GovernanceDefine and maintain the end-to-end customer journey framework across digital sales and support.Identify customer pain points, friction areas, emotional drop-offs and service-level gaps.Govern CX standards across eCommerce Sales and Customer Service teams.Facilitate cross-functional workshops with Sales, Service and Operations to improve customer-facing processes and hand-offs.Ensure journey phases are aligned with SLA expectations and business outcomes.Partner with UX Research & Design to align customer and user journey insights.2. Voice of Customer (VoC) Program LeadershipLead the implementation and ongoing management of NPS, CSAT, CES and transactional surveys across relevant journey stages.Monitor customer sentiment, recurring pain points and areas of customer delight.Translate VoC findings into actionable priorities for UX, Product, Operations and other relevant teams.Establish and manage feedback-loop closure processes, including root-cause analysis, ownership and resolution tracking.Present CX insights and recurring customer feedback themes to senior stakeholders.3. CX Measurement & Performance ReportingDefine CX success criteria and KPIs for each stage of the customer journey.Track metrics such as conversion, drop-off, satisfaction and complaint rates.Work with Digital Performance, Analytics and UX teams to combine behavioral and customer sentiment data.Maintain CX dashboards and provide regular performance reporting to leadership.Identify performance risks and recommend data-backed improvement priorities.Support prioritization of CX initiatives based on measurable customer and business impact.4. Sales & Service CX GovernanceDefine and embed CX SOPs and performance expectations for Sales and Customer Service teams.Monitor the quality, tone, timing and consistency of customer interactions.Conduct regular CX alignment reviews with team leads and Operations.Develop CX guidelines and training briefs covering customer communication, tone and behavior.Monitor post-interaction CSAT and other service experience metrics.Identify opportunities to reduce complaints and improve response and resolution performance.5. Customer Communication & Engagement Journey AlignmentPartner with Marketing and Engagement teams to ensure SMS, email, chatbot and in-app communications are aligned with the customer journey.Review communication timing, tone and sequencing to minimize customer fatigue or confusion.Oversee self-service and chatbot experiences from a CX perspective.Recommend improvements based on customer feedback, behavior and journey drop-offs.Coordinate personalization strategies according to customer stage, behavior and segment.6. CX Program Management & Cross-Functional LeadershipEstablish and maintain a structured CX improvement backlog.Coordinate initiatives across Business, UX, Operations and Product teams.Facilitate cross-functional CX governance forums and track progress against priorities.Champion the customer perspective across digital growth and product initiatives.Provide CX insights and recommendations during strategic planning cycles.Ensure CX initiatives remain aligned with compliance, brand and regulatory expectations.Requirements5+ years of experience in Customer Experience, CX journey management, digital experience, customer journey management or a closely related field.Strong experience managing end-to-end customer journeys and identifying customer pain points and friction.Proven experience defining and tracking CX KPIs, including NPS, CSAT, CES, conversion and journey drop-offs.Hands-on experience leading Voice of Customer (VoC) programs and closing customer feedback loops.Strong ability to translate customer and business data into actionable insights and improvement initiatives.Experience working across Digital, Sales, Customer Service, Marketing, Operations, UX and Data/Analytics teams.Strong cross-functional leadership and stakeholder management capabilities.Excellent communication, presentation and influencing skills.Strong customer empathy and a design-thinking mindset.Proactive, self-driven and accountable, with the ability to manage multiple CX initiatives and stakeholders.Ability to work with CX dashboards, performance reporting and data-driven decision-making.Expected OutcomesImproved customer journey performance across key eCommerce stages.Reduced customer friction and journey drop-offs.Improved NPS, CSAT and CES performance.Stronger adoption and execution of CX standards across Sales and Customer Service.Effective closure of Voice of Customer feedback and recurring pain points.Better alignment between customer insights, business priorities and digital initiatives.Measurable CX improvements delivered through effective cross-functional collaboration.