Description:
We are seeking for a customer-focused and highly analytical Sr Manager Customer Experience (CX) and Conversation Rate Optimization (CRO) to join our E-commerce team. The successful candidate will oversee the entire customer journey for E-commerce prospects and customers and ensure a seamless experience across all touchpoints. You’ll have a busy diary and there’s incredible potential for growth. The key skills and experience we are looking for include:
- Define and implement E-commerce UX and CRO strategy to enhance the customer experience, drive growth in acquisition and retention and increase LTV across key markets.
- Develop and implement strategies to improve performance and conversion rates across all e-commerce touch points performance (including a website, emails, ads).
- Analyze data, customer feedback and user behavior to identify opportunities for improvement.
- Create a A/B and MVT roadmap and conduct testing to optimize E-commerce assets performance and improve conversion rates.
- Conduct customer surveys and gather insights to inform business decisions.
- Collaborate with Marketing, RnD and IT teams to ensure a seamless customer journey.
- Monitor and report on customer satisfaction metrics and KPIs.
Your profile
- Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
- Proven 7+ years’ experience in CX and CRO, ideally in an B2B e-commerce setting.
- Strong understanding of customer journey mapping and user experience (UX) principles.
- Proficiency with CRO tools and platforms.
- Strong understanding of customer segmentation, data analysis, and personalized marketing techniques.
- Experience with CRM and E-commerce tools is a plus.
- Strong analytical and problem-solving skills with the ability to interpret complex data and generate actionable insights.
- Strong written and verbal communication skills.