Ecommerce CX Excellence Manager_Arab

About the Role

Astek Middle East is seeking an Ecommerce CX Excellence Manager to lead the customer experience strategy across the full eCommerce lifecycle. Based in Makkah, covering Jeddah and Makkah, this full-time position requires 5-10 years of relevant experience. The role focuses on ensuring customer-facing sales and service teams consistently meet CX expectations, contributing to satisfaction, loyalty, conversion, and operational success.

Role Context and Scope

This position involves owning the business view of the customer experience from acquisition through service and renewal. The Manager will collaborate closely with Digital Experience, UX Research & Design, Digital Sales, Marketing, Operations, and Data teams. Key responsibilities include translating Voice of Customer insights and CX performance data into prioritized business actions and measurable improvements. This is a business-side CX leadership role, partnering with UX Research & Design to align customer experience delivery with business outcomes, without directly owning UX/UI design or usability testing.

Key Responsibilities

• Define and maintain the end-to-end customer journey framework across digital sales and support, identifying pain points and service gaps.
• Govern CX standards across eCommerce Sales and Customer Service teams, facilitating cross-functional workshops to improve processes.
• Lead the implementation and ongoing management of Voice of Customer (VoC) programs, including NPS, CSAT, CES, and transactional surveys.
• Translate VoC findings into actionable priorities for relevant teams and manage feedback-loop closure processes.
• Define CX success criteria and KPIs, tracking metrics such as conversion, drop-off, satisfaction, and complaint rates.
• Maintain CX dashboards and provide regular performance reporting to leadership, recommending data-backed improvement priorities.
• Define and embed CX Standard Operating Procedures (SOPs) and performance expectations for Sales and Customer Service teams.
• Monitor the quality, tone, and consistency of customer interactions and develop CX guidelines and training briefs.
• Partner with Marketing and Engagement teams to align SMS, email, chatbot, and in-app communications with the customer journey.
• Oversee self-service and chatbot experiences from a CX perspective and coordinate personalization strategies.
• Establish and maintain a structured CX improvement backlog, coordinating initiatives across Business, UX, Operations, and Product teams.
• Champion the customer perspective across digital growth and product initiatives, ensuring alignment with compliance, brand, and regulatory expectations.

Qualifications and Requirements

• 5-10 years of experience managing end-to-end customer journeys and identifying customer pain points.
• Proven experience defining and tracking CX KPIs, including NPS, CSAT, CES, conversion, and journey drop-offs.
• Hands-on experience leading Voice of Customer (VoC) programs and closing customer feedback loops.
• Strong ability to translate customer and business data into actionable insights and improvement initiatives.
• Experience working across Digital, Sales, Customer Service, Marketing, Operations, UX, and Data/Analytics teams.
• Strong cross-functional leadership and stakeholder management capabilities.
• Excellent communication, presentation, and influencing skills.
• Strong customer empathy and a design-thinking mindset.
• Proactive, self-driven, and accountable, with the ability to manage multiple CX initiatives and stakeholders.
• Ability to work with CX dashboards, performance reporting, and data-driven decision-making.

Expected Outcomes

• Improved customer journey performance across key eCommerce stages.
• Reduced customer friction and journey drop-offs.
• Improved NPS, CSAT, and CES performance.
• Stronger adoption and execution of CX standards across Sales and Customer Service.
• Effective closure of Voice of Customer feedback and recurring pain points.
• Better alignment between customer insights, business priorities, and digital initiatives.
• Measurable CX improvements delivered through effective cross-functional collaboration.