Manager - E-Commerce Experience Excellence

About This Role

Job Description The Manager – Ecommerce CX Excellence owns the business view of the customer journey across all stages of the eCommerce lifecycle — from acquisition to renewal. This role governs how sales and service teams deliver on CX expectations and ensures customer touchpoints drive satisfaction, loyalty, and operational success. It partners with UX Research & Design (who own the user journey and interface design) and with digital performance teams to translate customer feedback, Voice of Customer, and CX metrics into prioritized business actions. The role does not lead user journey design or usability testing, but ensures that customer experience delivery is aligned to organizational goals and continuously improved.

1 - Customer Journey & Experience Governance:

• 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 (who owns user journey/interface design) 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.

2 - 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

3 - 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.

4 - 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

5- 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.

6- 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.

Skills

• Journey mapping and pain point analysis (end-to-end).
• Strong customer empathy and design thinking mindset.
• Proven ability to define and track CX KPIs (NPS, CSAT, drop-offs).
• Ability to translate data into actionable insights.
• Experience leading VOC programs and closing feedback loops.
• Strong cross-functional leadership and collaboration.
• Excellent communication and stakeholder management skills.
• Proactive, self-driven, and accountable role ownership.