Ecommerce Customer Experience Manager

Confidential; Greater London; Hybrid; GBP 101,000 - 120,000; Full time

Job summary

Confidential is seeking a Customer Experience Manager to lead indirect e-commerce in London, focusing on marketplaces and q-commerce across platforms such as Amazon and eBay. The role emphasises customer journeys and measurable growth, with on-site presence three days per week.

You will own channel KPIs, collaborate with regional teams and agencies, and drive content, conversions and data-driven optimisations while ensuring GDPR compliance and brand consistency.

Qualifications

• Experience managing indirect e-commerce channels in a large CPG environment.
• Strong strategic and analytical mindset to turn insights into actions.
• Ability to influence across departments and with external partners.
• Knowledge of SEO and performance marketing integration.

Responsibilities

• Lead partner and portfolio expansion across marketplaces and platforms, including Amazon, eBay and other e-commerce/q-commerce partners
• Own customer experience excellence across acquisition, retention and engagement on third-party channels
• Build and manage channel KPIs, using data analytics to spot trends and drive optimisation
• Optimise content, touchpoints and customer interactions for brand consistency and conversion-tailored per channel
• Make commercially grounded decisions that balance customer needs with revenue and profitability goals
• Align internal teams and external partners in a matrixed, global environment (including regional teams, UX/UI and IT)
• Stay ahead of evolving e-commerce trends, supporting agile change as platforms and consumer behaviour shift
• Ensure customer experience initiatives comply with data privacy laws such as GDPR and CCPA

Skills

Marketplaces

Data analytics

Stakeholder mgmt

Digital marketing

APIs

Data integration

Job description

Customer Experience Manager - Indirect E-commerce
Location: London (3 days per week on-site)

Rate: 550- 650

If you care about what customers feel after they click-across third-party platforms, marketplaces and q-commerce-this is a chance to shape journeys that drive real growth. Our Client is hiring for a reputed client to lead indirect e-commerce customer experience, turning channel performance into measurable business impact.

What you'll be doing:

• Lead partner and portfolio expansion across marketplaces and platforms, including Amazon, eBay and other e-commerce/q-commerce partners
• Own customer experience excellence across acquisition, retention and engagement on third-party channels
• Build and manage channel KPIs, using data analytics to spot trends and drive optimisation
• Optimise content, touchpoints and customer interactions for brand consistency and conversion-tailored per channel
• Make commercially grounded decisions that balance customer needs with revenue and profitability goals
• Align internal teams and external partners in a matrixed, global environment (including regional teams, UX/UI and IT)
• Stay ahead of evolving e-commerce trends, supporting agile change as platforms and consumer behaviour shift
• Ensure customer experience initiatives comply with data privacy laws such as GDPR and CCPA

What you'll bring:

• Hands-on experience managing indirect e-commerce channels in a large CPG environment, with a focus on marketplaces, e-retailers and q-commerce
• Strong strategic and analytical mindset, turning insights into actions that improve performance
• Demonstrated ability to influence and collaborate across departments and with external agency partners
• Digital marketing integration awareness (SEO and performance marketing) to strengthen the overall customer experience
• Technical savvy around e-commerce platforms, APIs and data flows to support seamless integration
• Confidence working across regions, adapting approaches to different market contexts

Additional information:

Partner relationship management skills, including negotiation and building long-term relationships