eCommerce & Customer Experience Manager
hace 24 días
Stoke-on-Trent
Role: eCommerce & Customer Experience Manager\n\nSector: Beauty Industry\n\nLocation: Stoke-on-Trent - Hybrid working\n\nType: Permanent\n\nSalary: £35,000 to £42,000\n\nSellick Partnership is currently recruiting for an eCommerce & Customer Experience Manager to join one of our clients based in Stoke-on-Trent.\n\nThis 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.\n\nKey responsibilities of the eCommerce & Customer Experience Manager:\n\nLead and develop the customer support function, ensuring high-quality, on-brand communication across email, live chat, social media, and customer channels.\n\nAnalyse customer feedback, behavioural trends, and performance data to identify opportunities for service and journey improvements.\n\nWork closely with internal stakeholders to improve the end-to-end online customer experience, particularly across eCommerce platforms and digital journeys.\n\nReview existing systems, website functionality, and customer processes to identify areas for improvement and increased engagement.\n\nSupport wider digital and eCommerce projects, helping drive enhancements to website usability, customer interaction, and online conversion.\n\nEnsure a seamless customer experience across online, retail, and social channels.\n\nBuild customer loyalty and retention strategies, helping strengthen brand engagement and long-term customer relationships.\n\nCollaborate cross-functionally with marketing, operations, product, and eCommerce teams to improve the overall customer proposition.\n\nRequired experience of the eCommerce & Customer Experience Manager:\n\n2-5+ years' experience within customer experience, eCommerce, digital customer journey, or related roles.\n\nPrevious experience within beauty, luxury, fashion, or other consumer-led environments would be advantageous.\n\nStrong understanding of eCommerce platforms, online customer journeys, and digital customer engagement.\n\nExperience identifying and implementing improvements to websites, customer systems, or digital processes.\n\nComfortable working with CRM systems, Excel, customer insight tools, and performance reporting.\n\nExperience leading, mentoring, or developing teams.\n\nStrong communication skills with the ability to maintain and evolve brand tone of voice across customer interactions.\n\nCommercial awareness with a proactive, solutions-focused approach to customer experience improvement.\n\nHow to apply for the eCommerce & Customer Experience Manager role:\n\nPlease get in touch with Jack Rouse in the Derby office for more information.\n\nSellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website