At a Glance
- Tasks: Lead the customer journey and enhance eCommerce experiences in the beauty industry.
- Company: Join a growing consumer-focused business in Stoke-on-Trent.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Inclusive workplace with a focus on collaboration and innovation.
- Why this job: Shape customer experiences and make a real impact in the beauty sector.
- Qualifications: 2-5+ years in customer experience or eCommerce, preferably in beauty or fashion.
The predicted salary is between 35000 - 42000 £ per year.
Sellick Partnership is currently recruiting for an eCommerce & Customer Experience Manager to join one of our clients based in Stoke-on-Trent. This is a key role within a growing consumer-focused business, where the successful candidate will take ownership of the customer journey across both digital and retail touchpoints. Alongside managing customer engagement and support functions, the role will play a significant part in shaping and improving the company's eCommerce experience, including reviewing platforms, systems, and digital processes to enhance the overall customer journey.
Key responsibilities:
- Lead and develop the customer support function, ensuring high-quality, on-brand communication across email, live chat, social media, and customer channels.
- Analyse customer feedback, behavioural trends, and performance data to identify opportunities for service and journey improvements.
- Work closely with internal stakeholders to improve the end-to-end online customer experience, particularly across eCommerce platforms and digital journeys.
- Review existing systems, website functionality, and customer processes to identify areas for improvement and increased engagement.
- Support wider digital and eCommerce projects, helping drive enhancements to website usability, customer interaction, and online conversion.
- Ensure a seamless customer experience across online, retail, and social channels.
- Build customer loyalty and retention strategies, helping strengthen brand engagement and long-term customer relationships.
- Collaborate cross-functionally with marketing, operations, product, and eCommerce teams to improve the overall customer proposition.
Required experience:
- 2-5+ years' experience within customer experience, eCommerce, digital customer journey, or related roles.
- Previous experience within beauty, luxury, fashion, or other consumer-led environments would be advantageous.
- Strong understanding of eCommerce platforms, online customer journeys, and digital customer engagement.
- Experience identifying and implementing improvements to websites, customer systems, or digital processes.
- Comfortable working with CRM systems, Excel, customer insight tools, and performance reporting.
- Experience leading, mentoring, or developing teams.
- Strong communication skills with the ability to maintain and evolve brand tone of voice across customer interactions.
- Commercial awareness with a proactive, solutions-focused approach to customer experience improvement.
Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances.
eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs employer: Broughton Group
Join a dynamic and innovative team in the heart of Stoke-on-Trent, where your role as eCommerce & Customer Experience Director will be pivotal in shaping exceptional customer journeys in the beauty industry. With a strong focus on employee growth, we offer a supportive work culture that values collaboration and creativity, alongside hybrid working options that promote work-life balance. Our commitment to inclusivity and professional development ensures that you will thrive in an environment that encourages both personal and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Broughton Group are looking for when hiring for a eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Broughton Group for the eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Broughton Group as a eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Broughton Group’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs.
We think you need these skills to ace eCommerce and Customer Experience Director. Job in Stoke-on-trent Move Collective Jobs
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Broughton Group, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Broughton Group's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Broughton Group. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Broughton Group
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Broughton Group uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Broughton Group. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
