Customer Experience Manager – E-commerce

About the role

One of our prestigious clients is hiring a Customer Experience Manager – E-commerce to own the service journey of its online customers. You will lead the CX team, use service analytics to uncover what frustrates customers and plan improvements that make buying and getting help easier.

What you'll do

• Own customer experience across digital touchpoints, from pre-purchase queries to delivery, returns and complaints.
• Lead and develop the customer service team, setting clear quality standards and reviewing performance regularly.
• Analyse service data such as contact reasons, resolution times and satisfaction scores to find root causes.
• Run improvement projects with operations, product and logistics teams to remove the causes of repeat complaints.
• Build business plans for the CX function that link service investment to customer retention.
• Handle escalations from key clients and partners, and agree service commitments the team can genuinely deliver.

What you'll bring

• 6–10 years of experience in customer experience or service management, ideally in e-commerce or digital businesses.
• An MBA, or a graduate degree backed by strong relevant experience.
• Hands-on comfort with service analytics and the ability to turn data into practical changes.
• Experience heading customer service teams and raising their quality and consistency.
• Strong business planning skills and clear communication with senior colleagues.

Good to have

• Exposure to digital CX channels such as chat, self-service and customer feedback platforms.
• Familiarity with voice-of-customer programmes and customer journey mapping.
• Prior experience in the e-commerce sector through high-volume sale seasons.