eCommerce Customer Experience Manager

Central Employment Agency; Tees Valley; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A growing eCommerce brand is seeking an eCommerce Customer Experience Manager to enhance the customer journey from discovery to loyalty. This role involves identifying journey pain points and implementing strong operational strategies to boost customer satisfaction and loyalty. Candidates should have proven experience in eCommerce, especially in premium retail or homeware, and be comfortable with data analysis and reporting tools. The position offers a competitive salary up to £85,000 based on experience, with opportunities for travel.

Qualifications

• Proven experience in eCommerce customer experience or customer operations.
• Strong grasp of operational drivers affecting customer experience.
• Experience in process design and journey mapping.

Responsibilities

• Own the eCommerce customer journey and map key touchpoints.
• Identify friction points in the customer experience.
• Lead customer service performance across various channels.

Skills

eCommerce customer experience

Cross-functional collaboration

Data analysis

Process design

Job description

Central Employment are working with a scaling Online Retail and Interiors brand, as they look to appoint a eCommerce Customer Experience Manager.

We’re looking for an eCommerce Customer Experience Manager to own and elevate the end-to‑end customer journey across this growing interiors business — from discovery and purchase through delivery, aftercare and loyalty. You’ll combine data‑led decision‑making with hands‑on leadership to improve service performance, reduce friction, and deliver a premium, brand‑right experience at every omni‑channel touchpoint.

You’ll partner closely with eCommerce, Operations and the wider SLT, to identify journey pain points and implement scalable improvements that increase CSAT/NPS, conversion, repeat purchase, and operational efficiency.

Key responsibilities

• Own the end‑to‑end eCommerce customer journey, mapping key touchpoints across web, email, delivery, returns, post‑purchase support and reviews.
• Identify and prioritise friction points (e.g., product information gaps, delivery ETA uncertainty, damages, returns complexity).
• Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
• Lead day‑to‑day CX performance across channels (email, phone, live chat, social, marketplaces if applicable).
• Set and manage service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
• Build processes for common interiors challenges:
  • lead times and backorders
  • delivery booking and tracking
• Lead, coach and develop a customer service team (in‑house and/or outsourced).
• Build a quality framework (QA scorecards, coaching, calibration, tone‑of‑voice standards).
• Support workforce planning and peak trading readiness (sale events, seasonal peaks).
• Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.

Experience

• Proven experience in eCommerce customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high‑consideration category.
• Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact CX.
• Experience improving CX through process design, journey mapping, and cross‑functional delivery.
• Comfortable working with data and reporting tools.

UK + travel to the North East // Permanent
Up to £85,000 DOE

Glasgow + hybrid // Permanent
Up to £60,000 DOE