Senior E‑commerce Strategy & Customer Experience Lead

Unipart Group; Doncaster; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

33 days holiday

Pension

Life assurance

Employee assistance programme

Wellbeing support

Cycle to work scheme

Job summary

Unipart Group in Doncaster is seeking a Senior Customer Service Advisor to bridge customers ordering via our e-commerce site with internal operations. You will handle complex order inquiries and escalated concerns while driving process improvements in a fast-paced Commercial team.

Reporting to the Head of Customer Service, you will support ecommerce strategy and training to ensure a consistently positive customer experience and timely order fulfilment.

Qualifications

• Excellent communication and collaboration in fast-paced environments.
• Ability to analyse ecommerce data to drive growth and improvements.
• Experience with ecommerce platforms and web analytics tools.

Responsibilities

• Collaborate on ecommerce strategy to align with growth and sales targets.
• Develop initiatives to drive traffic, conversion, and revenue online.
• Ensure a seamless, user-friendly online shopping experience.
• Monitor sales performance and present data-driven recommendations.
• Work with marketing to execute campaigns (SEO/SEM/email/social).
• Address customer feedback and resolve issues on the ecommerce platform.
• Coordinate with ops, product, logistics and IT for order fulfilment.
• Report KPIs and insights to senior management.

Skills

Strong communicator

Analytical mindset

Organised

Ecommerce platforms

Shopify/Magento experience

Results driven

Rail sector knowledge

Job description

Unipart Group in Doncaster is seeking a Senior Customer Service Advisor to bridge customers ordering via our e-commerce site with internal operations. You will handle complex order inquiries and escalated concerns while driving process improvements in a fast-paced Commercial team.

Reporting to the Head of Customer Service, you will support ecommerce strategy and training to ensure a consistently positive customer experience and timely order fulfilment.