Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Own and elevate the eCommerce customer journey from discovery to loyalty.
- 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 experience in a dynamic and innovative environment.
- Qualifications: Experience in eCommerce customer experience and strong operational knowledge.
- Other info: Collaborative culture with a focus on continuous improvement and team development.
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 will 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 will 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.
UK + travel to the North East // Permanent Up to £85,000 DOE Glasgow + hybrid // Permanent Up to £60,000 DOE
Ecommerce Customer Experience Manager in Stockton-on-Tees 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 in Stockton-on-Tees
✨Tip Number 1
Network like a pro! Reach out to people in the eCommerce and interiors space on LinkedIn. A friendly message can go a long way, and you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience management. Think about how you've tackled friction points in the past and be ready to share those stories with confidence.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used data to improve customer journeys. Bring examples of how your decisions led to better CSAT/NPS scores or operational efficiency.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Ecommerce Customer Experience Manager in Stockton-on-Tees
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for enhancing the customer journey. Share specific examples of how you've improved customer experiences in previous roles, especially in eCommerce or related fields.
Be Data-Driven: We love a good data story! Highlight your experience with data-led decision-making. Mention any tools or methods you've used to analyse customer feedback and improve service performance.
Tailor Your Application: Make sure your application speaks directly to the job description. Use similar language and keywords that reflect the responsibilities and skills we're looking for, like 'journey mapping' and 'service standards'.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from 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 identify and tackle friction points in this process, as well as how you can elevate the customer experience to reflect a premium brand.
✨Showcase Your Data Skills
Since this role involves data-led decision-making, come prepared with examples of how you've used data to improve customer experience in previous roles. Highlight any specific tools or metrics you've worked with that relate to CSAT/NPS or operational efficiency.
✨Demonstrate Leadership Experience
This position requires leading and developing a customer service team. Share your experiences in coaching and managing teams, and be ready to discuss how you would build a quality framework for customer interactions.
✨Prepare for Cross-Functional Collaboration
You'll need to partner closely with various departments, so think about how you've successfully collaborated with others in the past. Be ready to provide examples of how you’ve worked with eCommerce, Operations, or other teams to implement improvements.
