E-Commerce Customer Experience Manager

Position:
E-Commerce Customer Experience Manager

Company:
Robusta

Location:
Egypt, Cairo

Employment type:
Full time

Work Arrangement:
Hybrid

Short Summary:
Own the customer experience strategy, roadmap, and delivery for active ecommerce partners, ensuring every end user interaction is responsive and convenient.

Responsibilities:
- Deliver the signed-off tech roadmap for every managed partner account
- Own the data to enable all Ecom segments to make fast and correct decisions
- Set 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 to ensure issues are fully resolved
- Turn feedback and contact data into root-cause fixes with Commercial, Operations, technology, and the Partner

Requirement:
- Bachelor's degree in Computer Science or Business
- 8+ years of overall business experience and 3–4 years in Ecommerce Product Management
- Ability to work under pressure
- Familiar with Ecom analytics tools such as GA4
- Experience in handling & delivering service for multiple brands or accounts
- Data-literate and hands-on with CRM/ticketing tools (Zendesk, Freshdesk, or similar)

Benefits:
- Not specified