Ecommerce CX Strategist

The ideal candidate will possess a profound understanding of customer needs and pain points, enabling them to drive lifetime value, retention, upselling, and cross-selling opportunities.

This individual will develop and execute an annual CX Roadmap by proactively identifying opportunities and leading initiatives that enhance efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.

To achieve this goal, they will implement and optimize AI Agent adoption: automating simple and routine inquiries while focusing on more sensitive and complex customer issues. They will also unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings.

Furthermore, this role will transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.

• Develop Customer Insights: Leverage knowledge in a way that drives lifetime value, retention, upselling, and cross-selling opportunities.
• CX Roadmap Development: Develop and execute an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
• Ai Agent Optimization: Implement and optimize AI Agent adoption: Automate simple and routine inquiries and enable deeper focus on more sensitive and complex customer issues.
• Data Analysis: Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings.
• Cross-Selling Initiatives: Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales.

• People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team.
• Excellent English Communication: Both written and verbal.
• Strategic Vision: Proactively identified opportunities and led projects that either improved efficiency, elevated the customer experience, generated revenue, reduced costs, or delivered a combination of those outcomes.
• Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making.
• Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices.
• Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements.
• Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.
• E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio (or similar ecommerce platforms).

• Upselling Experience: Experience with upselling, cross-selling, or retention strategies in ecommerce.
• Gorgias Experience: Experience using Gorgias.
• Ai Agent Utilization: Goal is for 30% of tickets to be automated.

• Data-Driven Impact: Deliver new recurring CX reports that offer actionable insights and guide strategic decisions.
• Revenue Contribution from CX: Consistently generate revenue through upselling and cross-selling during customer interactions.