Ecommerce CX Excellence Lead

Astek; Jeddah; On-site; SAR 240,000 - 320,000; Full time

Job summary

Astek is seeking a Manager - Ecommerce CX Excellence to lead the customer journey across the full ecommerce lifecycle, from acquisition to renewal. You will govern end-to-end CX, identify pain points, and drive initiatives to improve the customer experience.

You will lead VOC programs, define CX standards, and partner with Marketing, Sales, and Product to ensure cohesive cross-channel communications and excellent outcomes.

Qualifications

• 5+ years in customer experience, ecommerce journey management, or related field.
• Experience designing or improving end-to-end digital journeys.
• Strong ability to define, track and improve CX and digital KPIs.

Responsibilities

• Define end-to-end customer journey framework across eCommerce sales and support.
• Identify pain points and drive initiatives to improve experience.
• Lead Voice of Customer programs (NPS, CSAT, CES) and analysis.
• Establish and monitor CX KPIs across journey stages and renewals.
• Maintain CX dashboards and provide data-driven insights to stakeholders.
• Embed CX standards, SOPs, and tone-of-voice across Sales and Service teams.
• Collaborate with Marketing to align communications with journey stage.
• Oversee self-service and chatbot experiences from CX perspective.
• Manage a cross-functional CX improvement backlog with owners and timelines.
• Facilitate workshops and governance forums with key stakeholders.
• Champion customer perspective in growth initiatives and product development.
• Ensure CX practices align with brand, compliance, and regulatory requirements.

Skills

Customer journey management

VOC programs

KPI analytics

Stakeholder management

Cross-functional collaboration

Design thinking

Job description

Astek is seeking a Manager - Ecommerce CX Excellence to lead the customer journey across the full ecommerce lifecycle, from acquisition to renewal. You will govern end-to-end CX, identify pain points, and drive initiatives to improve the customer experience.

You will lead VOC programs, define CX standards, and partner with Marketing, Sales, and Product to ensure cohesive cross-channel communications and excellent outcomes.