E-Commerce Customer Experience Manager - Robusta
At a glance
Mid-level Customer Success role at robusta. Cairo · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Deliver each managed partner’s approved technology roadmap and keep execution aligned
- Improve website usability, content clarity, checkout flows, listings, promotion rules and analytics quality
- Lead service teams against response, resolution and quality expectations
- Resolve escalations and complaints, then use contact data to prevent repeat issues
- Turn customer feedback into fixes with commercial, operations, technology and partner teams
What you bring
- A bachelor’s degree in computer science, business or a closely related field
- At least eight years of overall business experience, including three to four in ecommerce product management
- Hands-on use of ecommerce analytics such as GA4 and CRM or ticketing systems like Zendesk or Freshdesk
- Experience serving multiple brands or accounts while adapting communication style
- A data-led approach and the ability to make decisions under pressure
Who this fits
You’ll suit a manager-level role combining ecommerce product ownership, customer service operations and partner account delivery. The job is onsite in Cairo, Egypt, and includes leading and coaching a service team. You’ll work across chat, phone, email, social and WhatsApp while managing multiple partner accounts.
From the employer
Own the customer experience strategy, roadmap and delivery for the active ecommerce partners - so every end user interaction with the partners’ online platform, is responsive, convenient and up to expectations. Fuelling tech roadmap pipeline via customers’ feedback and ecom internal functions business requirements aiming for better experience, more GMV and lower costs
Leverage scale of active partners to develop collabs and deals across marketing automation, CRM & other tools for the benefit of both RTG & partners
Active participation in building solid CX plans with Ventures Director to activate new potential prospects
Outcomes & Scorecard
- Success in this role is measured by Active Partners’
- Tech Roadmap adherence
- Data reliability and accuracy
- Platform Conversion rate
- CSAT sustained at ≥90%
- NPS improved quarter over quarter against each account baseline
- Refunds and disputes resolved within partners’ policy and SLA, with zero aging cases
Core Responsibilities (Prioritized & Outcome-Oriented)
- Deliver the signed off tech roadmap for every managed partner account
- Own the data based to enable all Ecom segments take fast and correct decisions
- Setting standards across every managed partner account
- Lead, coach, and direct the service team to meet response, resolution, and quality standards
- Own escalation and complaint management so issues are fully resolved and do not recur
- Turn feedback and contact data into root-cause fixes with Commercial, Operations, technology and the Partner
Scope & Authority
Own (Core Focus)
- Active Partners’
- Product Management; Website usability, content clarity, and checkout experience. Owning Tech Roadmap, Data Analytics, product listing, Promo rules setup
- Customer Service Operations; Shipping methods, time slots, orders capacity distribution, reordering, etc
- Customer Service; Escalation and complaint resolution within client-approved policy and Voice-of-customer reporting to clients and internal functions across all channels (chat, phone, email, social, WhatsApp)
Influence (Secondary / Support)
- Delivery promise time
- End user cancellation, rejections, and exchange policy design
- Customer Acquisition strategy
Not Responsible For
- Pricing, promotions, assortment, or margin decisions
- Fulfillment, warehousing, or courier performance
- Digital Marketing
Requirements
Ideal Profile
- Bachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3–4 years in of Ecommerce Product Management
- Ability to work under pressure
- Familiar with Ecom analytics tools such as GA4
- Takes decisions based on data
- Experience in handling & delivering service for multiple brands or accounts, adapting tone
- Data-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)
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