eCommerce Customer Success Executive

Overview

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We are actively building diverse teams and welcome applications from everyone

Role: eCommerce Customer Success Executive (Fixed Term Contract) – Located: Hybrid working with you will be required to go into Northampton or any other Ricoh Office (Ricoh operate a vibrant working policy giving you flexible hybrid working options). Package: Competitive salary, bonus and company benefits

About Ricoh

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today

What you will be doing

As an eCommerce Customer Success Executive, you will play a pivotal role in ensuring the success and growth of both The Ricoh eShop (TReS) and the One Ricoh Portal (ORP). You’ll be responsible for delivering an exceptional online experience, driving customer engagement, and supporting internal teams to maximise digital sales and service excellence.

Key Responsibilities

• Platform Operations & Optimisation
  • Ensure TReS and ORP are fully operational and optimised for a seamless customer experience.
  • Manage product and category listings to ensure accuracy, relevance, and availability.
  • Monitor platform performance from search to checkout, ensuring a smooth and efficient buying journey.
• Customer Onboarding & Engagement
  • Promote TReS and ORP internally (sales, technical teams, Ricoh employees) and externally to maximise customer onboarding.
  • Manage onboarding requests with a target SLA of
  • Deliver live chat support to assist customers with product queries, account setup, and order completion.
• Sales Enablement & Product Strategy
  • Use business analytics and Google Analytics to understand customer behaviour and influence product strategy.
  • Identify trends, gaps, and opportunities to refine the product offering and increase sales.
  • Evaluate product presentation and descriptions to improve discoverability and conversion.
• Customer Satisfaction & Insight
  • Own the customer satisfaction process, producing insights for internal and external use.
  • Use feedback to continuously improve the customer experience and inform strategic decisions.
• Project Support & Innovation
  • Support projects aimed at increasing online transactions, revenue, and operational efficiency.
  • Collaborate with internal and external stakeholders to deliver impactful initiatives.
  • Proactively contribute ideas and innovations to enhance customer value and platform performance.
• Training & Awareness
  • Educate Ricoh employees and new starters on the capabilities and benefits of TReS and ORP.
  • Promote awareness of all business lines available through the platforms to drive usage and adoption.
• Reporting & Collaboration
  • Assist in producing monthly reports for senior management, including revenue, product performance, and customer insights.
  • Build strong relationships with key stakeholders to embed TReS and ORP within the business and drive collaboration.
• Administration
  • Ensure all administrative tasks are completed accurately and efficiently.

You will ideally have

• Experience managing or supporting e-commerce platforms.
• Project management skills (including Visio).
• Knowledge of category and product management in an online environment.
• Strong business analytics and reporting skills (Power BI preferred). Proven ability to drive customer satisfaction and engagement.
• A proactive, sales-driven mindset with a passion for innovation.
• Advanced Microsoft Office skills.
• Working knowledge of Siebel CRM.
• Experience in marketing or promotional activities (desirable).
• Excellent verbal and written communication skills.
• Confidence in engaging with stakeholders at all levels, including external customers.
• Strong presentation and influencing skills.
• Flexibility and adaptability to change.
• Creative and innovative thinking.
• A commitment to Ricoh Way values.
• Ability to work independently and collaboratively.
• Awareness and competent use of social media.

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

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