Ecommerce CX Excellence Manager

About the role

The Manager – Ecommerce CX Excellence will own the business view of the customer experience across the full eCommerce lifecycle, from acquisition through onboarding, service and renewal. The role ensures that sales and service teams consistently meet CX expectations and that every customer touchpoint drives satisfaction, loyalty and operational success.

Key responsibilities

• Define and maintain an end‑to‑end customer journey framework across digital sales and support, identify pain points, friction areas and service‑level gaps, and govern CX standards.
• Lead Voice of Customer programs, manage NPS, CSAT, CES and transactional surveys, translate findings into actionable priorities and close feedback loops with root‑cause analysis.
• Define CX success criteria and KPIs for each journey stage, track conversion, drop‑off, satisfaction and complaint rates, maintain dashboards and provide regular performance reporting to leadership.
• Establish CX SOPs for sales and service teams, monitor interaction quality, conduct alignment reviews, and develop training briefs on communication tone and behavior.

Required profile

• Proven experience managing customer experience initiatives across the eCommerce lifecycle.
• Strong ability to collaborate with cross‑functional teams such as Digital Experience, UX Research, Marketing, Operations and Data.
• Data‑driven mindset with experience defining KPIs, analyzing CX metrics and presenting insights to senior stakeholders.
• Experience leading Voice of Customer programs and implementing NPS, CSAT or CES surveys.

Required skills