Experis UK
Ecommerce Customer Experience Manager
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Customer Experience Manager - Indirect E-commerce
Location: London (3 days per week on-site)
Rate: £550-£650
If you care about what customers feel after they click-across third-party platforms, marketplaces and q-commerce—this is a chance to shape journeys that drive real growth. Our Client is hiring for a reputed client to lead indirect e-commerce customer experience, turning channel performance into measurable business impact.
What You'll Be Doing
- Lead partner and portfolio expansion across marketplaces and platforms, including Amazon, eBay and other e-commerce/q-commerce partners
- Own customer experience excellence across acquisition, retention and engagement on third-party channels
- Build and manage channel KPIs, using data analytics to spot trends and drive optimisation
- Optimise content, touchpoints and customer interactions for brand consistency and conversion—tailored per channel
- Make commercially grounded decisions that balance customer needs with revenue and profitability goals
- Align internal teams and external partners in a matrixed, global environment (including regional teams, UX/UI and IT)
- Stay ahead of evolving e-commerce trends, supporting agile change as platforms and consumer behaviour shift
- Ensure customer experience initiatives comply with data privacy laws such as GDPR and CCPA
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What You'll Bring
- Hands-on experience managing indirect e-commerce channels in a large CPG environment, with a focus on marketplaces, e-retailers and q-commerce
- Strong strategic and analytical mindset, turning insights into actions that improve performance
- Demonstrated ability to influence and collaborate across departments and with external agency partners
- Digital marketing integration awareness (SEO and performance marketing) to strengthen the overall customer experience
- Technical savvy around e-commerce platforms, APIs and data flows to support seamless integration
- Confidence working across regions, adapting approaches to different market contexts
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Additional Information
- Partner relationship management skills, including negotiation and building long-term relationships
Ready to elevate customer experience where brands don't fully control the shelf? Apply now and take ownership of journeys that customers remember—and that businesses grow from.
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