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- Tasks: Lead the customer journey in eCommerce and enhance customer experience across digital and retail.
- Company: Join a growing beauty brand focused on consumer engagement and innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Inclusive workplace with a focus on diverse backgrounds and experiences.
- Why this job: Shape the future of eCommerce while making a real impact on customer satisfaction.
- Qualifications: 2-5+ years in eCommerce or customer experience, preferably in beauty or fashion.
The predicted salary is between 35000 - 42000 £ per year.
Sellick Partnership is currently recruiting for an eCommerce & Customer Experience Manager to join one of our clients based in Stoke-on-Trent. This is a key role within a growing consumer-focused business, where the successful candidate will take ownership of the customer journey across both digital and retail touchpoints. Alongside managing customer engagement and support functions, the role will play a significant part in shaping and improving the company's eCommerce experience, including reviewing platforms, systems, and digital processes to enhance the overall customer journey.
Key responsibilities:
- Lead and develop the customer support function, ensuring high-quality, on-brand communication across email, live chat, social media, and customer channels.
- Analyse customer feedback, behavioural trends, and performance data to identify opportunities for service and journey improvements.
- Work closely with internal stakeholders to improve the end-to-end online customer experience, particularly across eCommerce platforms and digital journeys.
- Review existing systems, website functionality, and customer processes to identify areas for improvement and increased engagement.
- Support wider digital and eCommerce projects, helping drive enhancements to website usability, customer interaction, and online conversion.
- Ensure a seamless customer experience across online, retail, and social channels.
- Build customer loyalty and retention strategies, helping strengthen brand engagement and long-term customer relationships.
- Collaborate cross-functionally with marketing, operations, product, and eCommerce teams to improve the overall customer proposition.
Required experience:
- 2-5+ years' experience within customer experience, eCommerce, digital customer journey, or related roles.
- Previous experience within beauty, luxury, fashion, or other consumer-led environments would be advantageous.
- Strong understanding of eCommerce platforms, online customer journeys, and digital customer engagement.
- Experience identifying and implementing improvements to websites, customer systems, or digital processes.
- Comfortable working with CRM systems, Excel, customer insight tools, and performance reporting.
- Experience leading, mentoring, or developing teams.
- Strong communication skills with the ability to maintain and evolve brand tone of voice across customer interactions.
- Commercial awareness with a proactive, solutions-focused approach to customer experience improvement.
How to apply:
Please get in touch with Jack Rouse in the Derby office for more information. Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances.
eCommerce & Customer Experience Manager in Stoke-on-Trent employer: Sellick Partnership
Contact Detail:
Sellick Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land eCommerce & Customer Experience Manager in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to people in the beauty industry, especially those who work in eCommerce or customer experience. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your previous work in eCommerce and customer experience. This is a great way to demonstrate your expertise and make a lasting impression on potential employers.
✨Tip Number 3
Prepare for interviews by researching the company’s current eCommerce strategies and customer engagement practices. Bring fresh ideas to the table during your interview to show you’re ready to take their customer experience to the next level.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. 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 Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the eCommerce and customer experience role. Highlight relevant experience in beauty or consumer-led environments, and don’t forget to showcase your skills in improving digital customer journeys!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about enhancing customer experiences and how your previous roles have prepared you for this position. Keep it engaging and on-brand!
Showcase Your Data Skills: Since analysing customer feedback and performance data is key, make sure to mention any experience you have with CRM systems, Excel, or customer insight tools. We love seeing how you’ve used data to drive improvements!
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 don’t miss out on any important updates from us!
How to prepare for a job interview at Sellick Partnership
✨Know Your eCommerce Stuff
Make sure you brush up on your knowledge of eCommerce platforms and customer journey strategies. Be ready to discuss specific examples of how you've improved online experiences in previous roles, especially in the beauty or consumer sectors.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to drive decisions. Bring examples of how you've analysed customer feedback or performance metrics to enhance customer engagement and satisfaction. This will show that you're not just a creative thinker but also data-driven.
✨Demonstrate Team Leadership
Since this role involves leading a customer support function, be ready to share your experiences in mentoring or developing teams. Highlight any successful projects where you collaborated with cross-functional teams to improve customer experience.
✨Communicate Like a Pro
Strong communication skills are key for this role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few scenarios where you've maintained brand tone across different customer interactions, as this will resonate well with the interviewers.