Ecommerce Customer Experience Manager

We are seeking a highly motivated and experienced Ecommerce Customer Experience Manager to lead and develop our customer experience strategy for our online store. As an Ecommerce Customer Experience Manager, you will be responsible for ensuring that our customers have a positive and seamless experience throughout their online shopping journey with our company.

You will work closely with various teams, including customer service, marketing, product, and operations, to create a cohesive and consistent customer experience that aligns with our brand values and objectives. You will also be responsible for analyzing customer feedback and data to continuously improve the customer experience and increase customer satisfaction.

Key Responsibilities:

• Develop and implement a comprehensive ecommerce customer experience strategy that aligns with company goals and values
• Collaborate with cross-functional teams to ensure a seamless and consistent customer experience across all online touchpoints, including email, website, and social media
• Analyze customer feedback and data to identify areas of improvement and develop action plans to address them, particularly around order issues
• Monitor ecommerce customer satisfaction metrics and track progress towards customer experience goals
• Develop and deliver customer experience training to employees at all levels of the organization, particularly around handling email inquiries and order issues
• Provide leadership and guidance to the customer service team to ensure that customer issues related to orders are resolved in a timely and effective manner
• Collaborate with the marketing team to develop ecommerce customer retention programs and initiatives
• Stay up-to-date with industry trends and best practices in ecommerce customer experience management

Requirements:

• 5+ years of experience in ecommerce customer experience management or a related field
• An understanding of the Shopify ecosystem
• Experience with ecommerce supply chain
• Excellent communication and interpersonal skills, particularly in handling customer inquiries via email
• Strong leadership and project management skills
• Ability to analyze data and use insights to drive action and improve the ecommerce customer experience, particularly around order issues
• Knowledge of ecommerce customer experience metrics and best practices
• Experience with ecommerce customer experience management software and tools
• Passion for delivering exceptional customer service and creating positive ecommerce customer experiences

If you are a highly motivated and experienced ecommerce customer experience professional with a passion for delivering exceptional customer service, we would love to hear from you. Please submit your application for consideration.

Job Types: Full-time, Part-time

Salary: £30,000.00-£40,000.00 per year

Benefits:

• Casual dress
• Employee discount
• Gym membership
• Sick pay
• Store discount
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• Shopify (required)

Work Location: Remote