Ecommerce Strategist

The position of Customer Experience Manager plays a pivotal role in ensuring seamless support operations and driving long-term customer value.

This critical role requires a deep understanding of the brands and the voice of the customers. The ideal candidate will leverage this knowledge to drive strategic initiatives, improve efficiency, elevate the customer experience, generate revenue, and reduce costs.

• Develop an annual CX Roadmap by proactively identifying opportunities and leading projects that enhance the customer journey and drive business outcomes.
• Implement and optimize AI Agent adoption by automating routine inquiries, enabling deeper focus on complex customer issues, and freeing up team capacity for strategic initiatives.
• Unlock and leverage customer data for cross-functional insights by identifying new reporting capabilities and distributing actionable findings.
• 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.

Mandatory Skills

• People Management: Proven ability to lead, motivate, and develop a high-performing CX team.
• Excellent English Communication: Strong written and verbal skills.
• Strategic Vision: Ability to identify opportunities, lead projects, and drive business outcomes.
• Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that inform decision-making.
• Business Acumen: Ability to evaluate trade-offs, factor in cost and team capacity, and 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 e-commerce platforms).

Desirable Skills

• Experience with upselling, cross-selling, or retention strategies in e-commerce.
• 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.

This is a full-time remote position offering comprehensive benefits and opportunities for growth and development.