Manager Ecommerce CX Excellence📣 إعلان

About the Role

Astek is seeking a Manager Ecommerce CX Excellence to join our team in Jeddah, Makkah, Saudi Arabia. This full-time role focuses on leading the business perspective of the customer journey across the entire eCommerce lifecycle, from initial acquisition and decision-making through onboarding, service, and renewal.

Role Overview

The Manager Ecommerce CX Excellence will be responsible for defining and governing the end-to-end customer journey framework within eCommerce sales and support. This includes identifying customer pain points, service gaps, and process inefficiencies, then driving initiatives to enhance the overall customer experience and ensure alignment with strategic goals.

Key Responsibilities

• Define and govern the end-to-end customer journey framework across eCommerce sales and support, covering exploration, decision, onboarding, service, and renewal.
• Identify customer pain points, emotional drop-offs, service gaps, and process inefficiencies, then drive initiatives for improvement.
• Lead the Voice of Customer (VoC) program, including NPS, CSAT, CES, transactional surveys, customer sentiment analysis, and feedback-loop closure.
• Establish and monitor CX KPIs across journey stages, such as conversion, drop-off, satisfaction, complaint rates, response times, and renewal success.
• Maintain CX dashboards and provide data-driven performance reporting, insights, and recommendations to senior stakeholders.
• Define and embed CX standards, SOPs, service expectations, tone-of-voice guidelines, and experience principles across Sales and Customer Service teams.
• Partner with Marketing and Engagement teams to align customer communications (email, SMS, chatbot, in-app) with relevant journey stages.
• Oversee self-service and chatbot experiences from a customer experience perspective, focusing on relevance, effectiveness, and customer outcomes.
• Establish and manage a cross-functional CX improvement backlog, ensuring clear ownership, timelines, and measurable impact for initiatives.
• Facilitate workshops, governance forums, insight sessions, and experience alignment reviews with various stakeholders including Sales, Service, Operations, UX, Product, and Analytics.
• Champion the customer perspective in digital growth initiatives, strategic planning, and product development.
• Ensure CX practices are aligned with brand, compliance, and regulatory requirements.

Required Qualifications and Experience

• A minimum of 5 years of experience in customer experience, eCommerce journey management, digital experience, service excellence, or a related field.
• Proven experience managing or improving end-to-end digital customer journeys.
• Strong knowledge of journey mapping, pain-point analysis, service design, and customer experience governance.
• Experience designing, implementing, or managing Voice of Customer programs using metrics such as NPS, CSAT, and CES.
• Demonstrated ability to define, track, and improve CX and digital performance KPIs.
• Experience working with Sales, Customer Service, Operations, Marketing, UX, Product, Analytics, and Digital teams.
• Experience creating business cases, improvement backlogs, governance processes, and performance reports.

Skills and Attributes

• Strong analytical skills, with the ability to translate customer and business data into clear, actionable insights.
• Strong understanding of customer communications across channels, including email, SMS, chatbots, and in-app messaging.
• Excellent stakeholder management, facilitation, presentation, and communication skills.
• Strong customer empathy and a design-thinking mindset.
• Proactive, self-driven, and accountable, with the ability to manage multiple initiatives in a complex, cross-functional environment.

Work Environment

This full-time position is based in Jeddah, Makkah, Saudi Arabia, offering an opportunity to contribute to a dynamic and cross-functional environment focused on enhancing customer experience in eCommerce.