eCommerce Customer Experience Manager

Central Employment; Tees Valley; On-site; GBP 40,000; Full time

Job summary

A growing online retail brand in Tees Valley seeks an eCommerce Customer Experience Manager to enhance the customer journey from discovery to delivery. This role involves improving service performance through data-driven decisions and leading a customer service team. The ideal candidate will have proven experience in eCommerce and a strong understanding of operational drivers impacting customer experience. A competitive salary of £40,000 and opportunities for growth are offered.

Qualifications

• Proven experience in eCommerce customer experience or customer operations.
• Strong grasp of operational drivers like fulfilment and returns.
• Experience in process design and cross-functional delivery.

Responsibilities

• Own the end-to-end eCommerce customer journey.
• Identify and prioritise friction points.
• Lead day-to-day CX performance across channels.
• Manage service SLAs/KPIs.
• Build a quality framework for customer service.

Skills

eCommerce customer experience

data-driven decision making

leadership

journey mapping

CX performance management

Job description

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

Onsite in Teesside

Circa £40,000 + the opportunity to grow and build out a CX function

We’re looking for an eCommerce Customer Experience Manager to own and enhance 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