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)

E-Commerce Customer Experience Manager - Robusta