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.

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.

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.

Experience

• Proven 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.

UK + travel to the North East Permanent
Up to £85,000 DOE

Glasgow + hybrid Permanent
Up to £60,000 DOE