Indirect Ecommerce Customer Experience Manager

Job Title: Indirect Ecommerce Customer Experience Manager
Location: London (Hybrid)
Contract: Six Month

OVERVIEW
As part of the Marketplaces team, the Customer Experience Manager is responsible for the management, planning, and activation of the new experiences to deliver the marketplace program KPIs

Job Description

• Act as SME in Marketplace, eRetail and qCommerce content and channel optimization, brand consistency, segmentation and business analytics
• Analyze data, customer feedbacks & benchmark best practices to build new marketplace customer experience on Amazon, Mercado Libre, Rakuten, eBay and AliExpress.
• Provide briefing to HCM and/or internal UX/UI resources and ensure channel solutions meet business requirements.
• Support markets local initiatives by providing solid CX expertise on Marketplaces and eRetail and by ensuring a consistent customer experience
• Design and manage solutions from partner agencies that offer compliance and syndication services
• Establish, track and provide feedback on key performance results, metrics, and expertise Establish CX data-driven priorities for Indirect E-commerce channels.
• Lead the CX performance analysis reports and dashboards.
• Prepare and share CX performance results, highlighting improvements and regressions, and ensuring hyper-care for key deployments.
• Identify and size CX opportunities, calculating potential uplift and providing clear action points.
• Regroup CX insights and facilitate interactions with key CX stakeholders: Consumer Analytics & Insights, CX team, CRO and others.
• Consolidate indirect eCommerce performance reports and insights to drive performance of E-commerce channels and CX

Key Responsibilities:

• Channel Management: Oversee and manage various indirect E-commerce channels including marketplaces, e-retailers, and q-commerce platforms.
• Strategic Planning: Develop and implement channel strategies to drive growth and optimize performance.
• Collaboration: Work closely with affiliates, regional teams, and other stakeholders within a large, matrixed organization to identify opportunities and drive channel activation.
• Performance Analysis: Monitor and analyze channel performance, providing insights and recommendations for improvement.

Required Skills and Experience:

• E-commerce Expertise: Extensive experience in the indirect E-commerce space, with a strong focus on channel management.
• Large Corporation Experience: Proven track record of working within large, complex organizations, preferably in roles that involve significant collaboration with regional teams and affiliates.
• Strategic and Analytical Thinking: Ability to develop and execute strategic plans, coupled with strong analytical skills to assess channel performance and identify areas for improvement.
• Project Management: Experience managing projects across IT and business domains, ensuring seamless integration and execution.
• Communication and Collaboration: Excellent communication skills, with the ability to work effectively with diverse teams and stakeholders.