Job Title: Indirect Ecommerce Customer Experience Manager
Location: London (Hybrid)
Contract: Six Month
OVERVIEW
As part of the Marketplaces team, the Customer Experience Manager is responsible for the management, planning, and activation of the new experiences to deliver the marketplace program KPIs
Job Description
- Act as SME in Marketplace, eRetail and qCommerce content and channel optimization, brand consistency, segmentation and business analytics
- Analyze data, customer feedbacks & benchmark best practices to build new marketplace customer experience on Amazon, Mercado Libre, Rakuten, eBay and AliExpress.
- Provide briefing to HCM and/or internal UX/UI resources and ensure channel solutions meet business requirements.
- Support markets local initiatives by providing solid CX expertise on Marketplaces and eRetail and by ensuring a consistent customer experience
- Design and manage solutions from partner agencies that offer compliance and syndication services
- Establish, track and provide feedback on key performance results, metrics, and expertise Establish CX data-driven priorities for Indirect ecommerce channels.
- Lead the CX performance analysis reports and dashboards.
- Prepare and share CX performance results, highlighting improvements and regressions, and ensuring hyper-care for key deployments.
- Identify and size CX opportunities, calculating potential uplift and providing clear action points.
- Regroup CX insights and facilitate interactions with key CX stakeholders: Consumer Analytics & Insights, CX team, CRO and others.
- Consolidate indirect eCommerce performance reports and insights to drive performance of ecommerce channels and CX
Profile:
- At least 5 years in eCommerce/digital ideally in building new CX on marketplaces
- Great understanding of acquisition and retention programs/mechanism
- Experience of driving UX and Design stakeholders
- Experience of working with development teams
- Solid Project Management skills
- Familiar with Analytics & behavioral analysis tools
