Central Employment
eCommerce Customer Experience Manager
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eCommerce Customer Experience Manager
Central Employment are working with a scaling Online Retail and Interiors brand, as they look to appoint a eCommerce Customer Experience Manager.
Full-time office based, Stockton on Tees
Up to £40,000 DOE
We’re looking for an eCommerce Customer Experience Manager to own and elevate the end-to-end customer journey across this growing interiors business — from discovery and purchase through delivery, aftercare and loyalty. You’ll combine data-led decision-making with hands-on leadership to improve service performance, reduce friction, and deliver a premium, brand-right experience at every omni-channel touchpoint.
You’ll partner closely with eCommerce, Operations and the wider SLT, to identify journey pain points and implement scalable improvements that increase CSAT/NPS, conversion, repeat purchase, and operational efficiency.
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Key responsibilities
- Own the end-to-end eCommerce customer journey, mapping key touchpoints across web, email, delivery, returns, post-purchase support and reviews.
- Identify and prioritise friction points (e.g., product information gaps, delivery ETA uncertainty, damages, returns complexity).
- Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
- Lead day-to-day CX performance across channels (email, phone, live chat, social, marketplaces if applicable).
- Set and manage service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
- Build processes for common interiors challenges:
- lead times and backorders
- delivery booking and tracking
- Lead, coach and develop a customer service team (in-house and/or outsourced).
- Build a quality framework (QA scorecards, coaching, calibration, tone-of-voice standards).
- Support workforce planning and peak trading readiness (sale events, seasonal peaks).
- Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.
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Experience
- Proven experience in eCommerce customer experience / customer operations, ideally in interiors, homeware and or KBB
- Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact CX.
- Experience improving CX through process design, journey mapping, and cross-functional delivery.
- Comfortable working with data and reporting tools such as SAP
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