Ecommerce CX Excellence Lead

Astek Middle East; Jeddah; On-site; SAR 180,000 - 280,000; Full time

Job summary

Astek Middle East is seeking a Manager – Ecommerce CX Excellence to own the customer experience across the full eCommerce lifecycle, from acquisition and exploration through decision, onboarding, service, and renewal.

You will partner with Digital Experience, UX Research & Design, Marketing, Operations, Data and Sales to translate customer journey insights into prioritized actions and measurable improvements, ensuring CX standards are embedded across Sales and Customer Service.

Qualifications

• 5+ years in Customer Experience or related field.
• Experience managing end-to-end customer journeys and KPIs.
• Hands-on VoC programs with feedback loops.

Responsibilities

• Own end-to-end customer journey across eCommerce lifecycle.
• Lead VoC program and translate insights into priorities.
• Define CX KPIs and dashboards; report to leadership.
• Define CX SOPs for Sales and Customer Service.
• Coordinate CX governance across cross-functional teams.
• Align communications and engagement with customer journey.

Skills

CX Leadership

VoC programs

Cross-functional

Stakeholder management

Data-driven decisions

Tools

CX dashboards

Job description

Astek Middle East is seeking a Manager – Ecommerce CX Excellence to own the customer experience across the full eCommerce lifecycle, from acquisition and exploration through decision, onboarding, service, and renewal.

You will partner with Digital Experience, UX Research & Design, Marketing, Operations, Data and Sales to translate customer journey insights into prioritized actions and measurable improvements, ensuring CX standards are embedded across Sales and Customer Service.