E-Com Customer Experience Manager

About Druids

The Role

Customer Experience Strategy

• Develop and deliver the company's international customer-experience strategy.
• Define service standards across every channel and market.
• Establish annual, quarterly and monthly improvement priorities.
• Map the complete customer journey from pre-purchase research through delivery, returns and repeat purchasing.
• Identify moments most likely to create frustration, complaints or loss of trust.
• Create clear, achievable and commercially sensible service commitments.
• Balance customer satisfaction with operational cost and protection against abuse.
• Provide senior leadership with insight into customer needs and reputational risks.

Customer Service Operations

• Take overall responsibility for the performance of the customer-service function.
• Establish opening hours and coverage across international markets.
• Manage service across email, chat, social messaging, phone and other channels.
• Create efficient processes for order, delivery, return, refund, payment and product enquiries.
• Monitor queues, backlogs, response times and resolution rates.
• Prepare the operation for peak trading periods and major campaigns.
• Establish escalation procedures for complex, high-value or sensitive cases.
• Maintain effective service during staff absence, technical problems and unexpected demand.

Team Leadership

• Lead Customer Service Supervisors, Agents and relevant warehouse-based support staff.
• Establish a clear organisational structure with defined responsibilities.
• Set individual and team performance expectations and run regular performance reviews.
• Coach managers and supervisors to solve problems rather than simply escalate them.
• Develop quality, productivity and customer-empathy standards.
• Create training plans for new and existing team members.
• Identify high performers and provide development opportunities.
• Address underperformance promptly and fairly.
• Forecast future staffing requirements based on order and contact volumes.

Service Quality

• Create a structured quality-assurance programme.
• Review a representative sample of customer interactions regularly.
• Assess accuracy, tone, empathy, ownership and resolution quality.
• Provide targeted coaching based on actual customer interactions.
• Maintain approved response guidelines without making conversations robotic.
• Monitor repeat contacts and identify why customers need to make contact again.
• Ensure quality standards are consistent across channels, shifts and locations.
• Report recurring quality problems and corrective actions.

Reviews and Trustpilot

• Own the company's strategy for Trustpilot and other important review platforms.
• Monitor review volume, ratings, sentiment and recurring themes.
• Ensure negative reviews receive prompt, professional and constructive responses.
• Encourage genuine satisfied customers to leave reviews.
• Prevent any activity that manipulates, suppresses or improperly influences reviews.
• Identify false or abusive reviews and use official reporting processes appropriately.
• Work with Operations, Product and Ecommerce to address recurring causes of poor feedback.
• Establish targets for rating improvement based on better customer outcomes.

Reputation Management

• Monitor customer conversations that may create wider reputational risk.
• Work with PR, Brand and Social Media on public responses.
• Establish clear escalation levels for serious complaints and emerging issues.
• Prepare approved holding statements and response frameworks.
• Coordinate responses across customer service, social media, reviews and public communications.
• Advise senior leadership on the customer and reputational impact of major decisions.
• Maintain clear records of significant incidents and actions taken.
• Conduct post-incident reviews and introduce preventative measures.

Complaints and Escalations

• Design and manage the formal complaints process.
• Define which cases require supervisor, management, legal or executive review.
• Ensure serious complaints are acknowledged and investigated promptly.
• Take personal ownership of highly sensitive or high-risk cases where required.
• Establish fair guidelines for refunds, replacements, credits and goodwill gestures.
• Protect the company against fraudulent or abusive claims while treating genuine customers fairly.
• Analyse complaint root causes and assign corrective actions.
• Ensure all relevant customer and regulatory deadlines are met.

Customer Journey, Voice of Customer and Returns

• Identify and remove recurring sources of customer contact.
• Work with Ecommerce, Operations, Logistics, Product and Technology to address delivery, returns, refunds, product, pricing and website issues.
• Establish a structured Voice of the Customer programme combining enquiries, reviews, returns, surveys and social conversations.
• Produce weekly and monthly summaries of major customer themes and quantify the commercial and reputational cost of recurring issues.
• Work with Operations on the complete returns and refund journey and monitor refund times and unresolved-return cases.
• Monitor delivery contacts and work with Logistics and warehouse teams on recurring carrier problems.
• Establish procedures for lost, damaged, incomplete and incorrectly delivered orders.

Requirements

• Senior leadership experience owning customer service and customer satisfaction operations.
• Experience leading distributed customer service teams including supervisors and agents.
• Operational discipline, customer empathy and commercial judgment.
• Confidence to hold other departments accountable for customer experience outcomes.
• Ability to develop and deliver an international customer-experience strategy.
• Experience with review platforms such as Trustpilot and reputation management.
• Ability to lead responsible introduction of AI and automation into customer service.
• Experience with workforce planning, forecasting and productivity management.