Ecommerce CX Excellence Manager
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
The Job Description 1. Customer Journey & Experience Governance: Define and maintain the customer journey framework across digital sales and support (exploration, decision, onbo.
Key Skills for This Role
Responsibilities
- Define and maintain the customer journey framework across digital sales and support
- Lead implementation of NPS, CSAT, CES, and transactional surveys
- Monitor and report on customer sentiment trends and pain points
- Define success criteria and KPIs for each journey stage
- Embed CX SOPs and performance expectations for sales and service teams
- Partner with Marketing and Engagement teams to align communications with CX tone
- Establish a formal CX improvement backlog and facilitate cross functional forums
Requirements
- Experience in customer experience management, preferably in ecommerce or digital sales
- Proven ability to lead VoC programs and drive CX measurement
- Strong cross functional leadership and stakeholder management skills
- Experience with NPS, CSAT, CES surveys
Full Job Posting
Job Description
- Define and maintain the customer journey framework across digital sales and support (exploration, decision, onboarding, service, renewal).
- Identify pain points, emotional drop offs, and service level gaps in journey delivery.
- Collaborate with UX Research to ensure insights from both levels are aligned.
- Facilitate cross functional workshops with Sales, Service, and Operations to improve consistency, hand offs, and customer facing processes.
- Govern the execution of CX standards across eCommerce Sales & Customer Service teams.
- Align journey phases with SLA expectations and business outcomes.
Voice of Customer (VoC) Program Leadership
- Lead implementation of NPS, CSAT, CES, and transactional surveys across relevant journey stages.
- Monitor and report on customer sentiment trends, pain point themes, and areas of delight or concern.
- Prioritize and escalate key VoC findings to responsible departments (UX, product, ops).
- Facilitate closing the loop processes: define root causes, assign owners, track resolutions.
- Run CX insight sessions and debriefs with senior stakeholders on recurring feedback themes.
CX Measurement & Performance Reporting
- Define success criteria and KPIs for each journey stage (e.g., conversion, drop off, satisfaction, complaint rate).
- Collaborate with digital performance, analytics, and UX to consume behavior and sentiment data.
- Maintain CX dashboards and provide ongoing reporting to leadership.
- Support prioritization of backlog items based on customer experience impact.
- Highlight performance risks and gaps through data backed reporting.
Sales & Service CX Governance
- Define and embed CX SOPs and performance expectations for service and sales delivery teams.
- Monitor how Sales and Support teams execute the journey (response quality, tone, timing, content alignment).
- Conduct regular experience alignment reviews with team leads and operations.
- Create CX training briefs or experience guidelines to guide agents on tone, behavior, and messaging.
- Monitor post interaction CSAT and support related experience scores.
Customer Communication & Engagement Journey Alignment
- Partner with Marketing and Engagement teams to ensure communications (SMS, email, chatbot, in app) are aligned with journey context and CX tone.
- Review timing, tone, and sequence of customer messaging across channels to avoid fatigue or confusion.
- Oversee self service and chatbot experiences from a CX lens (not UI/content design).
- Recommend journey specific messaging improvements based on customer feedback or drop off.
- Coordinate personalization strategies based on customer stage, behavior, or segment.
CX Program Management & Cross Functional Leadership
- Establish a formal CX improvement backlog with initiatives owned by business, UX, ops, and product teams.
- Facilitate cross functional forums to align on priorities and report progress.
- Champion the customer perspective across digital growth initiatives and product development.
- Support strategic planning cycles with CX data, insight trends, and recommended priorities.
- Ensure alignment with compliance, brand, and regulatory CX expectations.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Total-TECH Co
Creative Copywriter
Jeddah, KSA
Develop compelling content, manage brand copy library, ensure alignment with brand guidelines, and collaborate on cross-functional projects with strong copywriting skills.
Creative Copywriter
Jeddah, KSA
Total-TECH Co in Jeddah seeks a Creative Copywriter to craft impactful, on-brand copy across all touchpoints. You will interpret creative briefs, develop concepts, and maintain brand voice. Requires 2-4 years of copywrit
Project Manager HIS
Jeddah, KSA
Lead healthcare information system implementation, manage stakeholders and vendors, ensure system integration, and oversee project governance and quality assurance.
BI Engineer Consultant
Jeddah, KSA
Design and maintain LookML models, develop dashboards, enable self-service BI, optimize SQL queries, and monitor performance with strong SQL and Looker expertise.
Data Engineer Consultant
Jeddah, KSA
The Job Description 1- Enterprise Data Ingestion and Data Engineering: Design and build scalable, reusable ingestion pipelines (realtime and batch) on GCP (GCS, BigQuery, Datafl...
Sr. Executive Manager
Jeddah, KSA
Design and enhance secure, scalable Health Information System architecture, manage development activities, ensure interoperability, and deliver innovative solutions.
HIS Product Manager
Jeddah, KSA
Lead Health Information Systems product strategy, manage stakeholder communication, optimize performance, and ensure user-centric design in healthcare technology.
Oracle R12 EBS Finance & SCM Technical
Jeddah, KSA
Seeking an experienced Oracle R12 EBS Technical Consultant with strong SQL, PLSQL, and integration skills to implement finance and SCM modules. Requires expertise in AP, AR, GL, FA, Inventory, Purchasing, and custom deve
Creative Copywriter
Jeddah, KSA
Creative Copywriter
Jeddah, KSA
Project Manager HIS
Jeddah, KSA
BI Engineer Consultant
Jeddah, KSA
Data Engineer Consultant
Jeddah, KSA
Sr. Executive Manager
Jeddah, KSA
HIS Product Manager
Jeddah, KSA
Oracle R12 EBS Finance & SCM Technical
Jeddah, KSA