At a Glance
- Tasks: Lead the customer journey and enhance eCommerce experiences in the beauty industry.
- Company: Join a growing consumer-focused business in Stoke-on-Trent.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Inclusive workplace with a focus on collaboration and innovation.
- Why this job: Make a real impact on customer experiences and brand loyalty.
- Qualifications: 2-5+ years in eCommerce or customer experience, preferably in beauty or fashion.
The predicted salary is between 35000 - 42000 £ per year.
Role: eCommerce & Customer Experience Manager
Sector: Beauty Industry
Location: Stoke-on-Trent - Hybrid working
Type: Permanent
Salary: 35,000 to 42,000
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.
Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances.
eCommerce and Customer Experience Director. Job in Stoke-on-trent LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At Sellick Partnership, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of Stoke-on-Trent. Our commitment to employee growth is evident through tailored development opportunities and a supportive environment that values diversity and inclusion. Join us to make a meaningful impact in the beauty industry while enjoying the benefits of hybrid working and a competitive salary package.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land eCommerce and Customer Experience Director. Job in Stoke-on-trent LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to people in the beauty industry, especially those who work in eCommerce and customer experience. Use LinkedIn to connect and engage with them; you never know who might have a lead on your dream job!
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their customer journey and think of ways you can enhance it. Bring fresh ideas to the table that align with their brand values and show how you can make a real impact.
✨Tip Number 3
Showcase your skills through a portfolio or case studies. If you've improved customer experiences or eCommerce platforms in the past, share those successes! Visuals and data can really help you stand out from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! We’re all about making connections and helping you land that perfect role. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace eCommerce and Customer Experience Director. Job in Stoke-on-trent LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the eCommerce and customer experience role. Highlight your 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 tell us 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 Achievements:When detailing your experience, focus on specific achievements that demonstrate your impact in previous roles. Whether it’s improving customer engagement or leading a successful project, we want to see how you’ve made a difference!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your details and get to know you better. Don’t miss out on this opportunity!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your eCommerce Stuff
Make sure you brush up on the latest trends in eCommerce, especially within the beauty industry. Be ready to discuss specific platforms and tools you've used, and how they improved customer experiences in your previous roles.
✨Showcase Your Customer-Centric Mindset
Prepare examples of how you've enhanced customer journeys in past positions. Highlight any strategies you've implemented that led to increased engagement or loyalty, as this role is all about putting the customer first.
✨Data is Your Best Friend
Familiarise yourself with key performance indicators (KPIs) related to customer experience. Be prepared to discuss how you've used data analysis to identify trends and make informed decisions that improved service delivery.
✨Collaboration is Key
This role involves working closely with various teams. Think of examples where you've successfully collaborated with marketing, operations, or product teams to enhance the customer experience. Show them you're a team player who can drive results together!
