E-commerce Customer Experience Manager

Placements24; Greater London; Híbrido; GBP 60.000 - 90.000; Tempo integral

Benefícios oferecidos por esta vaga

Competitive salary

Hybrid work model

Professional development

Medical and retirement benefits

Resumo da vaga

Placements24 is seeking an experienced E-commerce Customer Experience Manager in East London. You will design and implement strategies to boost customer satisfaction, loyalty, and retention across online touchpoints.

You will lead the customer service team, analyze feedback, and collaborate with marketing, sales, and product teams to ensure a seamless, positive shopping journey. A hybrid work setup and a focus on development are offered.

Qualificações

• Bachelor's degree in a related field.
• Minimum of 4 years in customer service management or customer experience in ecommerce.
• Proven track record of implementing CX initiatives.
• Strong leadership and communication skills.
• Proficiency with CRM software and CS platforms.

Responsabilidades

• Develop and implement CX strategies to boost satisfaction, loyalty, and retention.
• Oversee the customer service team with guidance, training, and performance management.
• Analyze feedback from surveys, reviews, and social media to locate improvement areas.
• Optimize processes and tools for efficient issue resolution.
• Collaborate with marketing, sales, and product to ensure a consistent journey.

Conhecimentos

Leadership

Customer service management

Data analysis

Communication

CRM proficiency

Formação

Bachelor's degree

Ferramentas

Salesforce

Zendesk

Descrição da vaga

About the Role

Our client, a reputable e-commerce company located in East London, Eastern Cape , is seeking an experienced and customer-centric E-commerce Customer Experience Manager. This role is dedicated to ensuring every customer interaction with our client's online platform is positive, efficient, and memorable. You will be responsible for developing and implementing strategies that enhance customer satisfaction, loyalty, and retention. This includes overseeing customer service operations, analyzing customer feedback, and identifying opportunities to improve the overall customer journey. The ideal candidate possesses a deep understanding of customer service principles and a passion for delivering exceptional experiences. This is a key position within our client's operations in East London , directly contributing to their reputation and sustained success.

Key Responsibilities

• Develop and implement customer experience strategies to enhance customer satisfaction, loyalty, and retention.
• Oversee the customer service team, providing guidance, training, and performance management.
• Monitor and analyze customer feedback from various channels (e.g., surveys, reviews, social media) to identify areas for improvement.
• Manage and optimize customer service processes and tools to ensure efficient and effective issue resolution.
• Collaborate with marketing, sales, and product teams to ensure a consistent and positive customer journey across all touchpoints.
• Identify customer pain points and propose solutions to improve the overall online shopping experience.
• Develop and maintain customer service policies and procedures.
• Track key customer experience metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Champion a customer-centric culture throughout the organization.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4 years of experience in customer service management, customer experience, or a related role, preferably within e-commerce.
• Proven track record of developing and implementing successful customer experience initiatives.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical skills with the ability to interpret customer feedback and data.
• Proficiency in customer relationship management (CRM) software and customer service platforms.
• Ability to problem-solve and de-escalate customer issues effectively.
• Empathy and a genuine passion for delivering outstanding customer service.
• Experience in training and coaching customer-facing teams.
• Ability to work effectively in a hybrid environment in East London .

Benefits

• Competitive salary commensurate with experience.
• Hybrid work model offering flexibility and local team collaboration in East London .
• Opportunity to significantly impact customer satisfaction and loyalty.
• Professional development and growth opportunities.
• Comprehensive medical and retirement benefits.
• Supportive and customer-focused work environment.