Job Title: Indirect Ecommerce Customer Experience Manager
Location: London (Hybrid)
Contract: Six Month

Position Summary:

We are seeking an expert Customer Experience Manager for Indirect E-commerce to lead the delivery of exceptional customer experiences across marketplaces, e-retailers, and q-commerce platforms. In this role, you will leverage your deep experience in managing indirect e-commerce channels for a large CPG corporation to drive growth, expand our partner footprint, and ensure seamless customer journeys across third-party platforms. The ideal candidate will combine commercial acumen, technical knowledge, and a forward-thinking mindset to innovate and elevate our customer experience.

Key Responsibilities:

Channel Strategy & Expansion: Lead the expansion of partner footprints and portfolios across marketplaces (Amazon, eBay, Mercado Libre, etc.), e-retailers, and q-commerce platforms, ensuring optimal performance and alignment with business goals.
Expertise in Indirect E-commerce: Apply your knowledge of indirect e-commerce in a large CPG environment to address the unique drivers, challenges, and opportunities within marketplaces, e-retailers, and q-commerce platforms. Develop strategies to maximize growth and overcome obstacles.
Data-Driven Performance Management: Establish and monitor KPIs across channels. Use data analytics to identify trends, deliver actionable insights, and drive channel optimization.
Content & CX Optimization: Ensure content, touchpoints, and customer interactions are optimized for brand consistency and conversion. Drive tailored optimizations specific to each channel's needs.
Commercial Acumen: Understand how customer experience initiatives directly impact revenue and profitability, making strategic decisions that balance customer needs with business growth objectives.
Stakeholder Management: Influence and align cross-functional teams and external partners in a matrixed, global organization. Work closely with key internal stakeholders (regional teams, UX/UI, IT) and external agency partners to implement solutions that meet business and CX needs.
Customer Experience Excellence: Own and enhance the customer experience across indirect e-commerce channels, focusing on acquisition, retention, and engagement to meet strategic objectives.
Agility and Innovation: Stay ahead of evolving e-commerce trends, continuously innovating to enhance customer experiences. Implement agile approaches to quickly adapt to new platforms, consumer behaviors, and technologies.
Technical Savvy: Understand the technical aspects of e-commerce platforms, APIs, and data flows, enabling seamless integration between third-party systems and internal platforms.
Compliance and Legal Understanding: Ensure CX initiatives comply with relevant data privacy laws (GDPR, CCPA) and other legal regulations, especially when managing customer experiences across different geographies.
Change Management: Lead change management initiatives across the organization, ensuring smooth adoption and alignment of new CX strategies and processes.

Required Expertise:

Experience in a Large CPG Corporation: Minimum 5 years of experience managing indirect e-commerce channels in a large CPG environment, with a focus on marketplaces, e-retailers, and q-commerce platforms.
Channel-Specific Expertise: In-depth understanding of the drivers, challenges, and opportunities within indirect e-commerce channels. Ability to develop strategies that maximize growth and overcome obstacles.
Strategic & Analytical Leadership: Proven ability to develop and execute strategies based on data-driven insights to drive channel performance and deliver measurable business impact.
Customer Experience Mastery: Expertise in delivering seamless customer experiences across third-party platforms. Skilled at managing brand experience in environments outside direct control.
Commercial & Financial Acumen: Strong understanding of how customer experience impacts business outcomes such as revenue growth and profitability.
Cross-Functional Collaboration: Excellent leadership and communication skills to collaborate effectively across departments, regions, and external agencies to ensure alignment and execution.
Digital Marketing Integration: Understanding of digital marketing strategies (SEO, performance marketing) and how they align with the customer experience for an integrated approach.
Technical Understanding: Familiarity with e-commerce platforms and related technologies, ensuring a unified CX across third-party platforms is a plus
Agility and Innovation: Ability to adapt quickly and foster a culture of innovation in a fast-evolving e-commerce landscape.
Global Adaptation: Experience managing indirect e-commerce channels across multiple regions, with a strong understanding of how to adapt strategies to different cultural and market contexts.
Partner Relationship Management: Strong negotiation and relationship management skills to build long-term partnerships with key marketplace, e-retailer, and q-commerce players.