Manager – Ecommerce CX Excellence

About the role

We are seeking a Manager – Ecommerce CX Excellence to own the business perspective of the customer journey across the full eCommerce lifecycle. You will drive improvements from acquisition through onboarding, service, and renewal, ensuring a seamless and delightful experience for our customers.

Key responsibilities

• Define and govern the end‑to‑end customer journey framework across eCommerce sales and support.
• Identify pain points, emotional drop‑offs, service gaps and process inefficiencies, and lead initiatives to address them.
• Lead the Voice of Customer program, managing NPS, CSAT, CES, transactional surveys and feedback‑loop closure.
• Establish and monitor CX KPIs such as conversion, drop‑off, satisfaction, complaint rates, response times and renewal success.
• Maintain CX dashboards and deliver data‑driven performance reports to senior stakeholders.
• Define and embed CX standards, SOPs, tone‑of‑voice guidelines and experience principles for Sales and Customer Service teams.
• Partner with Marketing and Engagement to align email, SMS, chatbot, in‑app and other communications with journey stages.
• Oversee self‑service and chatbot experiences, ensuring relevance and effectiveness.
• Manage a cross‑functional CX improvement backlog with clear ownership, timelines and measurable impact.
• Facilitate workshops, governance forums and insight sessions with Sales, Service, Operations, UX, Product, Analytics and other stakeholders.
• Champion the customer perspective in digital growth initiatives, strategic planning and product development while ensuring compliance with brand and regulatory requirements.

Required profile

• 5+ years of experience in customer experience, eCommerce journey management, digital experience or service excellence.
• Proven track record of managing or improving end‑to‑end digital customer journeys.
• Strong knowledge of journey mapping, pain‑point analysis, service design and CX governance.
• Experience designing and operating Voice of Customer programs using NPS, CSAT and CES.
• Demonstrated ability to define, track and improve CX and digital performance KPIs.
• Excellent analytical, stakeholder management, facilitation and communication skills.
• Customer‑centric mindset with design‑thinking approach.
• Proactive, self‑driven and accountable.

Required skills

What we offer

• Opportunity to shape the CX strategy for a fast‑growing eCommerce business.
• Collaborative environment with cross‑functional teams.
• Competitive compensation and benefits package.