Manager – Ecommerce CX Excellence

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

For one of our clients, we are looking for a Manager - Ecommerce CX Excellence to lead the business perspective of the customer journey across the full eCommerce lifecycle from acquisition and decision-making through onboarding, service, and renewal.

Key Responsibilities

• Define and govern the end-to-end customer journey framework across eCommerce sales and support, including exploration, decision, onboarding, service, and renewal.
• Identify customer pain points, emotional drop-offs, service gaps, and process inefficiencies, and drive initiatives to improve the overall experience.
• Lead the Voice of Customer program, including NPS, CSAT, CES, transactional surveys, customer sentiment analysis, and feedback-loop closure.
• Establish and monitor CX KPIs across journey stages, such as conversion, drop-off, satisfaction, complaint rates, response times, and renewal success.
• Maintain CX dashboards and provide data-driven performance reporting, insights, and recommendations to senior stakeholders.
• Define and embed CX standards, SOPs, service expectations, tone-of-voice guidelines, and experience principles across Sales and Customer Service teams.
• Partner with Marketing and Engagement teams to align email, SMS, chatbot, in-app, and other customer communications with the relevant journey stage.
• Oversee self-service and chatbot experiences from a customer experience perspective, focusing on relevance, effectiveness, and customer outcomes.
• Establish and manage a cross-functional CX improvement backlog, ensuring initiatives have clear ownership, timelines, and measurable impact.
• Facilitate workshops, governance forums, insight sessions, and experience alignment reviews with Sales, Service, Operations, UX, Product, Analytics, and other stakeholders.
• Champion the customer perspective in digital growth initiatives, strategic planning, and product development.
• Ensure CX practices are aligned with brand, compliance, and regulatory requirements.

Requirements

• 5+ years of experience in customer experience, ECommerce journey management, digital experience, service excellence, or a related field.
• Proven experience managing or improving end-to-end digital customer journeys.
• Strong knowledge of journey mapping, pain-point analysis, service design, and customer experience governance.
• Experience designing, implementing, or managing Voice of Customer programs using metrics such as NPS, CSAT, and CES.
• Demonstrated ability to define, track, and improve CX and digital performance KPIs.
• Strong analytical skills, with the ability to translate customer and business data into clear, actionable insights.
• Experience working with Sales, Customer Service, Operations, Marketing, UX, Product, Analytics, and Digital teams.
• Strong understanding of customer communications across channels, including email, SMS, chatbots, and in-app messaging.
• Excellent stakeholder management, facilitation, presentation, and communication skills.
• Strong customer empathy and a design-thinking mindset.
• Proactive, self-driven, and accountable, with the ability to manage multiple initiatives in a complex, cross-functional environment.
• Experience creating business cases, improvement backlogs, governance processes, and performance reports.