E-Commerce Customer Experience Manager

Own the customer experience strategy, roadmap and delivery for the active ecommerce partners

Ensure every end user interaction with the partners’ online platform is responsive, convenient, and up to expectations. Fuel the tech roadmap pipeline via customers’ feedback and ecommerce internal functions business requirements aiming for better experience, more GMV, and lower costs.

Leverage the scale of active partners to develop collaborations and deals across marketing automation, CRM, and other tools for the benefit of both RTG and partners.

Actively participate in building solid customer experience plans with the 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 approximately 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 database to enable all ecommerce segments to take fast and correct decisions

Set standards across every managed partner account

Lead, coach, and direct the service team to meet response, resolution, and quality standards

Own escalation and complaint management so issues are fully resolved and do not recur

Turn feedback and contact data into root-cause fixes with Commercial, Operations, Technology, and the Partner

Scope & Authority

Own (Core Focus)

Active partners’ product management: website usability, content clarity, and checkout experience. Owning tech roadmap, data analytics, product listing, promo rules setup

Customer service operations: shipping methods, time slots, orders capacity distribution, reordering, etc.

Customer service: escalation and complaint resolution within client-approved policy and voice-of-customer reporting to clients and internal functions across all channels (chat, phone, email, social, WhatsApp)

Influence (Secondary / Support)

Delivery promise time

End user cancellation, rejections, and exchange policy design

Customer acquisition strategy

Not Responsible For

Pricing, promotions, assortment, or margin decisions

Fulfillment, warehousing, or courier performance

Digital marketing

Requirements

Ideal profile

Bachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3–4 years of ecommerce product management

Ability to work under pressure

Familiar with ecommerce analytics tools such as GA4

Takes decisions based on data

Experience in handling and delivering service for multiple brands or accounts, adapting tone

Data-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)