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 ResponsibilitiesDefine 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.Requirements5+ 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.