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
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
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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