E-Commerce Customer Experience Manager - Robusta

E-Commerce Customer Experience Manager - Robusta

posted by: spj_bot

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)

Job Skills

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