E-Commerce Customer Experience Manager
Own the customer experience strategy, roadmap and delivery for the active ecommerce partners
Ensure every end user interaction with the partners’ online platform is responsive, convenient, and up to expectations. Fuel the tech roadmap pipeline via customers’ feedback and ecommerce internal functions business requirements aiming for better experience, more GMV, and lower costs.
Leverage the scale of active partners to develop collaborations and deals across marketing automation, CRM, and other tools for the benefit of both RTG and partners.
Actively participate in building solid customer experience plans with the Ventures Director to activate new potential prospects.
Outcomes & Scorecard
- Success in this role is measured by active partners’:
- Tech roadmap adherence
- Data reliability and accuracy
- Platform conversion rate
- CSAT sustained at approximately 90%
- NPS improved quarter over quarter against each account baseline
- Refunds and disputes resolved within partners’ policy and SLA, with zero aging cases
Core Responsibilities (Prioritized & Outcome-Oriented)
- Deliver the signed-off tech roadmap for every managed partner account
- Own the database to enable all ecommerce segments to take fast and correct decisions
- Set standards across every managed partner account
- Lead, coach, and direct the service team to meet response, resolution, and quality standards
- Own escalation and complaint management so issues are fully resolved and do not recur
- Turn feedback and contact data into root-cause fixes with Commercial, Operations, Technology, and the Partner
Scope & Authority
Own (Core Focus)
- Active partners’ product management: website usability, content clarity, and checkout experience. Owning tech roadmap, data analytics, product listing, promo rules setup
- Customer service operations: shipping methods, time slots, orders capacity distribution, reordering, etc.
- Customer service: escalation and complaint resolution within client-approved policy and voice-of-customer reporting to clients and internal functions across all channels (chat, phone, email, social, WhatsApp)
Influence (Secondary / Support)
- Delivery promise time
- End user cancellation, rejections, and exchange policy design
- Customer acquisition strategy
Not Responsible For
- Pricing, promotions, assortment, or margin decisions
- Fulfillment, warehousing, or courier performance
- Digital marketing
Requirements
Ideal profile
- Bachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3–4 years of ecommerce product management
- Ability to work under pressure
- Familiar with ecommerce analytics tools such as GA4
- Takes decisions based on data
- Experience in handling and delivering service for multiple brands or accounts, adapting tone
- Data-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)