Ecommerce Customer Experience Manager

Customer Experience Manager - Indirect E-commerce Location: London (3 days per week on-site) Rate: £550-£650 If you care about what customers feel *after* they click-across third-party platforms, marketplaces and q-commerce-this is a chance to shape journeys that drive real growth. Our Client is hiring for a reputed client to lead indirect e-commerce customer experience, turning channel performance into measurable business impact. What you'll be doing: * Lead partner and portfolio expansion across marketplaces and platforms, including Amazon, eBay and other e-commerce/q-commerce partners * Own customer experience excellence across acquisition, retention and engagement on third-party channels * Build and manage channel KPIs, using data analytics to spot trends and drive optimisation * Optimise content, touchpoints and customer interactions for brand consistency and conversion-tailored per channel * Make commercially grounded decisions that balance customer needs with revenue and profitability goals * Align internal teams and external partners in a matrixed, global environment (including regional teams, UX/UI and IT) * Stay ahead of evolving e-commerce trends, supporting agile change as platforms and consumer behaviour shift * Ensure customer experience initiatives comply with data privacy laws such as GDPR and CCPA What you'll bring: * Hands-on experience managing indirect e-commerce channels in a large CPG environment, with a focus on marketplaces, e-retailers and q-commerce * Strong strategic and analytical mindset, turning insights into actions that improve performance * Demonstrated ability to influence and collaborate across departments and with external agency partners * Digital marketing integration awareness (SEO and performance marketing) to strengthen the overall customer experience * Technical savvy around e-commerce platforms, APIs and data flows to support seamless integration * Confidence working across regions, adapting approaches to different market contexts Additional information: * Partner relationship management skills, including negotiation and building long-term relationships Ready to elevate customer experience where brands don't fully control the shelf? Apply now and take ownership of journeys that customers remember-and that businesses grow from. If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website