Indirect E‑Commerce Customer Experience Lead

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

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.