At a Glance
- Tasks: Support B2B e-commerce platforms, troubleshoot issues, and enhance customer experience.
- Company: Dynamic company focused on digital innovation and customer satisfaction.
- Benefits: Competitive salary, private medical options, generous holiday, and high street discounts.
- Other info: Inclusive workplace committed to diversity and career growth opportunities.
- Why this job: Join a vibrant team and make a real impact on customer experiences in e-commerce.
- Qualifications: Experience in customer support or e-commerce, strong problem-solving skills, and a customer-first mindset.
The predicted salary is between 30000 - 40000 £ per year.
Location: Hemel Hempstead - Hybrid
Job Length: FTC, 12 months maternity cover
Competitive Salary with extensive benefits:
- Monthly product allowance – alcoholic & non-alcoholic options available
- Private Medical options
- Life Assurance
- Company bonus scheme
- Access to 24/7 GP services
- Enhanced pension contribution
- Generous holiday (incl. bank holidays)
- Access to a range of high street discounts
Job Overview
We’re seeking a hands‑on, organised and digitally confident executive to support the day‑to‑day running of our B2B e‑commerce platforms during a period of maternity cover. This role plays a key part in ensuring our platforms run smoothly, with a strong emphasis on website issue resolution, digital project support and customer experience. You will act as a central point for responding to order & account queries, troubleshooting and coordinating fixes for website‑related issues, while also supporting digital improvements and ongoing platform activity across Sensational Drinks and At Your Convenience. You’ll work closely with a digital team, commercial teams and external suppliers to ensure issues are resolved efficiently, digital projects are supported effectively, and customers have a positive experience when using our platforms.
Key Responsibilities
- Investigate, log and triage digital issues, working with internal teams and external suppliers to drive timely resolution.
- Troubleshoot issues and provide clear guidance to customers, ensuring a positive and professional experience.
- Work closely with customer operations, field teams and digital colleagues to ensure joined‑up issue resolution.
- Own the first‑line response to website bugs, ordering issues and user experience problems across both B2B platforms.
- Feed customer insights back into digital and operational improvements.
- Support the operational setup and maintenance of on‑site promotions and wholesale offers across platforms.
- Support basic data quality and data cleansing tasks using Excel where required.
- Support the delivery of digital projects and website improvements through testing, coordination and feedback gathering.
- Maintain clear documentation of issues, resolutions and known workarounds to improve operational efficiency.
Requirements
- Confident communicator with a customer‑first mindset.
- Experience in customer support, e‑commerce or digital marketing (commercial or operational focus).
- Confidence working with websites.
- Strong problem‑solving skills with the ability to investigate issues methodically.
- Well organised, detail‑oriented and able to manage competing priorities.
- Basic Excel skills and comfort working with data (desirable, not essential).
- Digital or marketing qualifications or certifications advantageous but relevant experience in digital, e‑commerce valued over formal qualifications.
Our commitment to diversity, equity and inclusion
We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do. We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please let us know if you require any adjustments during the recruitment process.
B2B E‑Commerce CX Lead (Maternity Cover) employer: Carlsberg Britvic
At Sensational Drinks, we pride ourselves on being an excellent employer, offering a vibrant work culture that values collaboration and innovation. Located in Hemel Hempstead, our hybrid working model allows for flexibility while providing extensive benefits such as a competitive salary, private medical options, and generous holiday allowances. We are committed to employee growth, fostering an inclusive environment where diverse perspectives are celebrated, making it a rewarding place to advance your career in the B2B e-commerce sector.
StudySmarter Expert Advice🤫
We think this is how you could land B2B E‑Commerce CX Lead (Maternity Cover)
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for opportunities, especially in B2B e-commerce. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Research the company and its digital platforms thoroughly. Be ready to discuss how your skills in customer support and problem-solving can help enhance their customer experience. Show them you’re the perfect fit!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a fantastic addition to their team.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are genuinely interested in joining us. It gives you a better chance to stand out and shows you’re keen on being part of our team!
We think you need these skills to ace B2B E‑Commerce CX Lead (Maternity Cover)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of B2B E-Commerce CX Lead. Highlight your experience in customer support and e-commerce, and don’t forget to mention any digital marketing skills you have. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this maternity cover role. Share specific examples of how you've tackled similar challenges in the past and how you can contribute to our platforms.
Showcase Your Problem-Solving Skills:In your application, give us a glimpse of your problem-solving prowess. Describe situations where you've successfully resolved issues, especially in a digital context. We love candidates who can think on their feet and keep customers happy!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re tech-savvy, which is a big plus for us!
How to prepare for a job interview at Carlsberg Britvic
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the B2B e-commerce landscape and the specific responsibilities of the Digital Platforms Customer Experience Executive. Familiarise yourself with the company’s platforms and any recent updates or issues they’ve faced. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Prepare for Problem-Solving Questions
Given the emphasis on troubleshooting and issue resolution, be ready to discuss past experiences where you've successfully resolved customer issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to follow your thought process.
✨Showcase Your Communication Skills
As a confident communicator, you’ll need to convey complex information clearly. Practice explaining technical concepts in simple terms, as you might have to do this with customers or team members. Consider role-playing with a friend to refine your delivery and ensure you come across as approachable and professional.
✨Demonstrate Your Organisational Skills
This role requires strong organisational abilities, so be prepared to discuss how you manage competing priorities. Share examples of how you’ve kept track of multiple tasks or projects in the past, and highlight any tools or methods you use to stay organised. This will reassure the interviewer that you can handle the demands of the position.
