Digital Customer Experience Manager

EcoOnline; Liverpool; On-site; GBP 55,000 - 85,000; Full time

Job summary

EcoOnline is a growing global SaaS company dedicated to protecting people and the planet through workplace health, safety and sustainability software. We’re transforming customer support to deliver responsive, high‑quality experiences across products and regions.

As a Senior Customer Experience professional, you’ll lead chat and digital channels, design CSAT/NPS programs, and partner with Support Operations, IT, Product and Customer Success to optimise journeys.

Qualifications

• 3-5+ years experience in Customer Experience or related roles.
• Experience delivering digital engagement initiatives in SaaS/tech environments.
• Experience implementing CSAT, NPS or Voice of Customer programmes.
• Degree level qualification preferred, or equivalent practical experience.

Responsibilities

• Lead the implementation and optimization of chat and digital support channels.
• Introduce AI-enabled capabilities to improve self-service and routing.
• Analyse feedback and channel performance to identify improvements.
• Own day-to-day optimization of digital channels and content.
• Collaborate with Support Operations, IT, Product and Customer Success to improve processes.
• Use data-driven insights to prioritise enhancements and measure success.

Skills

Stakeholder management

Influencing skills

Cross-functional collaboration

Communication skills

Education

Bachelor's degree preferred

Tools

Salesforce

Amazon Connect

Intercom

Job description

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About The Role

The Customer Support organisation is undergoing significant transformation as we modernise how customers engage with EcoOnline. Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences.

Our vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed. This role will be instrumental in shaping and delivering that vision.

Key Responsibilities

• Customer Experience & Channel Transformation
• Lead the implementation and optimisation of chat and digital support channels.
• Introduce AI-enabled capabilities that improve customer self-service and routing experiences.
• Identify opportunities to improve customer journeys across digital touchpoints.

Customer Feedback & Insight

• Design and deploy CSAT surveys and feedback mechanisms across support channels.
• Analyse customer feedback and channel performance data to identify improvement opportunities.
• Measure and report on customer satisfaction, adoption and experience trends.
• Own the day-to-day optimisation of digital channels and self-service experiences.
• Work closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes.
• Use data-driven insights to prioritise enhancements and measure success.

Stakeholder Management

• Partner with Support Operations, IT, Business Applications, Product and Customer Success teams.
• Coordinate delivery activities across multiple stakeholders and suppliers.
• Provide regular progress updates and recommendations to Support leadership.
• Support administration and optimisation of digital customer engagement tools.
• Ensure effective integration between support platforms and customer experience technologies.
• Contribute to technology selection, testing and implementation activities where required.

What We're Looking For

• 3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role.
• Experience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment.
• Experience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives.
• Degree level qualification preferred, or equivalent practical experience.

Managerial Skills

• Strong stakeholder management and influencing skills.
• Ability to lead initiatives through collaboration and influence rather than direct management authority.
• Experience working across multiple teams and business functions.

Technical Skills

• Experience with CRM and customer engagement platforms.
• Understanding of omnichannel support environments.
• Experience with Salesforce, Amazon Connect, Intercom or similar platforms is desirable.
• Comfortable working with reporting, analytics and customer experience data.

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

Equal Opportunity

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process.

If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly.

At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations.

At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.

As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.

Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.