E-Commerce Customer Experience Manager - Robusta
MiddleOn-site (Cairo)Salary undisclosed
Job Description
Own the customer experience strategy, roadmap and delivery for the active ecommerce partners - so every end user interaction with the partners’ online platform, is responsive, convenient and up to expectations. Fuelling tech roadmap pipeline via customers’ feedback and ecom internal functions business requirements aiming for better experience, more GMV and lower costs
Leverage scale of active partners to develop collabs and deals across marketing automation, CRM & other tools for the benefit of both RTG & partners
Active participation in building solid CX plans with Ventures Director to activate new potential prospects
Outcomes & Scorecard
- Success in this role is measured by Active Partners’
- Tech Roadmap adherence
- Data reliability and accuracy
- Platform Conversion rate
- CSAT sustained at ≥90%
- NPS improved quarter over quarter against each account baseline
- Refunds and disputes resolved within partners’ policy and SLA, with zero aging cases
Core Responsibilities (Prioritized & Outcome-Oriented)
- Deliver the signed off tech roadmap for every managed partner account
- Own the data based to enable all Ecom segments take fast and correct decisions
- Setting standards across every managed partner account
- Lead, coach, and direct the service team to meet response, resolution, and quality standards
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