ECommerce & Customer Experience Manager
Location: Stoke-on-Trent - Hybrid working
Sector: Beauty Industry
Type: Permanent
Salary: £35,000 to £42,000
Sellick Partnership is currently recruiting for an eCommerce & Customer Experience Manager to join one of our clients based in Stoke-on-Trent. This is a key role within a growing consumer-focused business, where the successful candidate will take ownership of the customer journey across both digital and retail touchpoints. Alongside managing customer engagement and support functions, the role will play a significant part in shaping and improving the company's eCommerce experience, including reviewing platforms, systems, and digital processes to enhance the overall customer journey.
Key Responsibilities
* Lead and develop the customer support function, ensuring high-quality, on-brand communication across email, live chat, social media, and customer channels.
* Analyse customer feedback, behavioural trends, and performance data to identify opportunities for service and journey improvements.
* Work closely with internal stakeholders to improve the end-to-end online customer experience, particularly across eCommerce platforms and digital journeys.
* Review existing systems, website functionality, and customer processes to identify areas for improvement and increased engagement.
* Support wider digital and eCommerce projects, helping drive enhancements to website usability, customer interaction, and online conversion.
* Ensure a seamless customer experience across online, retail, and social channels.
* Build customer loyalty and retention strategies, helping strengthen brand engagement and long-term customer relationships.
* Collaborate cross-functionally with marketing, operations, product, and eCommerce teams to improve the overall customer proposition.
Required Experience
* 2‑5+ years’ experience within customer experience, eCommerce, digital customer journey, or related roles.
* Previous experience within beauty, luxury, fashion, or other consumer-led environments would be advantageous.
* Strong understanding of eCommerce platforms, online customer journeys, and digital customer engagement.
* Experience identifying and implementing improvements to websites, customer systems, or digital processes.
* Comfortable working with CRM systems, Excel, customer insight tools, and performance reporting.
* Experience leading, mentoring, or developing teams.
* Strong communication skills with the ability to maintain and evolve brand tone of voice across customer interactions.
* Commercial awareness with a proactive, solutions-focused approach to customer experience improvement.
Equal Opportunities
Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances.
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