At a Glance
- Tasks: Elevate the customer journey from discovery to delivery in a growing interiors brand.
- Company: Dynamic online retail and interiors brand with a focus on customer experience.
- Benefits: Competitive salary up to £40,000, full-time role, and opportunities for professional growth.
- Other info: Join a collaborative team and lead improvements in customer service performance.
- Why this job: Make a real impact on customer satisfaction and loyalty in a premium brand environment.
- Qualifications: Proven eCommerce customer experience expertise, ideally in interiors or homeware.
The predicted salary is between 35000 - 40000 £ per year.
Central Employment is working with a scaling Online Retail and Interiors brand, as we look to appoint an e Commerce Customer Experience Manager.
Full-time office based, Stockton on Tees.
We're looking for an e Commerce Customer Experience Manager to own and elevate the end to end customer journey across this growing interiors business - from discovery and purchase through delivery, aftercare and loyalty.
You'll combine data led decision making with hands on leadership to improve service performance, reduce friction, and deliver a premium, brand right experience at every omni channel touchpoint.
You'll partner closely with e Commerce, Operations and the wider SLT, to identify journey pain points and implement scalable improvements that increase CSAT/NPS, conversion, repeat purchase, and operational efficiency.
Key Responsibilities
- Own the end to end e Commerce customer journey, mapping key touchpoints across web, email, delivery, returns, post purchase support and reviews.
- Identify and prioritise friction points (e. g., product information gaps, delivery ETA uncertainty, damages, returns complexity).
- Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
- Lead day to day CX performance across channels (email, phone, live chat, social, marketplaces if applicable).
- Set and manage service SLAs/KPIs, driving improvements in response times, resolution time and quality.
• Build processes for common interiors challenges
- lead times and backorders
- delivery booking and tracking
- Lead, coach and develop a customer service team (in house and/or outsourced).
- Build a quality framework (QA scorecards, coaching, calibration, tone of voice standards).
- Support workforce planning and peak trading readiness (sale events, seasonal peaks).
- Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.
Experience
- Proven experience in e Commerce customer experience / customer operations, ideally in interiors, homeware and/or KBB.
- Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact CX.
- Experience improving CX through process design, journey mapping, and cross functional delivery.
- Comfortable working with data and reporting tools such as SAP.
eCommerce Customer Experience Manager employer: Central Employment Agency (North East) Ltd.
Central Employment Agency (North East) Ltd. is an excellent employer, offering a supportive team atmosphere and stable employment in the vibrant town of Thirsk, North Yorkshire. With competitive pay and flexible shift options, we prioritise employee growth through skill development opportunities, making it an ideal place for motivated individuals seeking meaningful and rewarding work.
Contact Details:
Central Employment Agency (North East) Ltd. Recruitment Team
