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For Companies At a Glance
- Tasks: Own and elevate the eCommerce customer journey from discovery to delivery.
- Company: Join a scaling online retail and interiors brand with a focus on premium experiences.
- Benefits: Competitive salary, hybrid work options, and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction and loyalty in a dynamic environment.
- Qualifications: Experience in eCommerce customer experience and strong operational knowledge.
- Other info: Collaborate with diverse teams and enjoy a vibrant workplace culture.
The predicted salary is between 48000 - 72000 £ per year.
Central Employment are working with a scaling Online Retail and Interiors brand, as they look to appoint an eCommerce Customer Experience Manager. We’re looking for an eCommerce 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 eCommerce, 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 eCommerce 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.
- Proven experience in eCommerce customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high-consideration category.
- 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.
eCommerce Customer Experience Manager employer: Central Employment Agency
Contact Detail:
Central Employment Agency Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land eCommerce Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the eCommerce and customer experience space. Attend industry events, join relevant online groups, and don’t be shy about sliding into DMs. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a case study that highlights your achievements in improving customer journeys. Use data to back up your claims and demonstrate how you’ve made a difference in previous roles. This will set you apart from the crowd.
✨Tip Number 3
Prepare for interviews by practising common questions related to eCommerce and customer experience. Think about specific examples where you’ve tackled friction points or improved service performance. We want to hear your stories, so make them count!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand. So, get your application in and let’s elevate the customer experience together!
We think you need these skills to ace eCommerce Customer Experience Manager
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for enhancing customer journeys shine through. We want to see how you can elevate the eCommerce experience and make it truly premium, so share specific examples of how you've done this in the past!
Be Data-Driven: Since we’re all about data-led decision-making, make sure to highlight your experience with data analysis and reporting tools. Show us how you've used data to identify pain points and improve service performance in previous roles.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the key responsibilities and experiences mentioned in the job description. This shows us that you’ve done your homework and are genuinely interested in the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process. Plus, it makes things easier for both of us!
How to prepare for a job interview at Central Employment Agency
✨Know the Customer Journey Inside Out
Make sure you understand the entire eCommerce customer journey, from discovery to aftercare. Be ready to discuss how you would map key touchpoints and identify friction points, as this will show your potential employer that you can elevate their customer experience.
✨Data is Your Best Friend
Brush up on your data analysis skills! Be prepared to talk about how you've used data to drive decisions in previous roles. Highlight any experience you have with reporting tools and how you've improved customer satisfaction or operational efficiency through data-led strategies.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to lead a team. Think of examples where you've coached or developed team members. Be ready to discuss how you set service standards and manage performance metrics, as this will demonstrate your hands-on leadership style.
✨Understand the Brand's Voice
Familiarise yourself with the brand's tone and service standards. During the interview, convey how you would ensure that every customer interaction reflects a premium experience. This shows that you not only understand the role but also align with the company's values.
