E-commerce Customer Experience Manager

Placements24; Kimberley; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Medical benefits

Retirement plan

Professional development

Customer-first culture

Job summary

Placements24 in Kimberley seeks an experienced E-commerce Customer Experience Manager to enhance the online shopping journey. You will analyze feedback, map journeys, and collaborate with marketing, sales, CS, and product teams to drive CX initiatives and loyalty.

This hybrid role blends on-site collaboration with remote work flexibility, enabling the implementation of loyalty rewards and referral programs across touchpoints to boost customer satisfaction and retention.

Qualifications

• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• Minimum of 4 years of experience in CX, customer success, or related role, preferably in e-commerce.
• Proven ability to analyze customer data and translate insights into actionable CX strategies.
• Experience with customer feedback tools and journey mapping techniques.
• Strong understanding of digital customer service best practices and CRM systems.
• Excellent communication, interpersonal, and stakeholder management skills.

Responsibilities

• Develop and execute strategies to enhance the end-to-end customer experience for the e-commerce platform.
• Analyze customer feedback, surveys, and behavioral data to identify pain points and areas for improvement.
• Map customer journeys and identify key moments for intervention and engagement.
• Collaborate with marketing, sales, customer service, and product teams to implement CX initiatives.
• Oversee the management of customer service channels, ensuring prompt and effective resolution of inquiries.
• Implement programs to foster customer loyalty and advocacy, such as loyalty rewards and referral schemes.

Skills

CX Strategy

Data Analysis

Stakeholder Mgmt

Education

Bachelor's degree in Business, Marketing, Psychology, or related field

Tools

CRM Systems

Feedback Tools

Journey Mapping

Job description

About the Role

Our client is seeking a customer-centric and strategic E-commerce Customer Experience Manager to enhance the overall journey for shoppers interacting with their online store in Kimberley . This role is crucial for identifying and implementing initiatives that improve customer satisfaction, loyalty, and retention. You will analyze customer feedback, map out customer journeys, and collaborate with various teams to ensure a seamless and positive experience across all touchpoints. The ideal candidate has a deep understanding of customer behavior in the digital space and a passion for creating exceptional online interactions. This hybrid role allows for a balance of on-site collaboration and remote work flexibility.

Key Responsibilities

• Develop and execute strategies to enhance the end-to-end customer experience for the e-commerce platform.
• Analyze customer feedback, surveys, and behavioral data to identify pain points and areas for improvement.
• Map customer journeys and identify key moments for intervention and engagement.
• Collaborate with marketing, sales, customer service, and product teams to implement CX initiatives.
• Oversee the management of customer service channels, ensuring prompt and effective resolution of inquiries.
• Implement programs to foster customer loyalty and advocacy, such as loyalty rewards and referral schemes.

Requirements

• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• Minimum of 4 years of experience in customer experience (CX), customer success, or a related role, preferably in e-commerce.
• Proven ability to analyze customer data and translate insights into actionable CX strategies.
• Experience with customer feedback tools and journey mapping techniques.
• Strong understanding of digital customer service best practices and CRM systems.
• Excellent communication, interpersonal, and stakeholder management skills.

Benefits

• Competitive annual salary and potential for performance-based bonuses.
• Hybrid work model offering a blend of remote and in-office flexibility.
• Comprehensive medical aid and retirement fund benefits.
• Opportunities for professional development and customer experience certifications.
• A collaborative environment focused on putting the customer first.