eCommerce Customer Experience Manager

Job Description Central Employment are working with a scaling Online Retail and Interiors brand, as they look to appoint a eCommerce Customer Experience Manager. Onsite in Teesside Circa 40,000 + the opportunity to grow and build out a CX function Were looking for an eCommerce Customer Experience Manager to own and enhance the end-to-end customer journey across this growing interiors business from discovery and purchase through delivery, aftercare and loyalty. Youll 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.Youll 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. Key responsibilitiesOwn 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 backordersDelivery booking and trackingLead, 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.ExperienceProven experience in eCommerce customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high-consideration category.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

Created: 2026-03-20