Head of Customer Experience

Purpose of Role

We are seeking for a strategic Head of Customer Experience to lead our customer experience efforts across
our online platforms. This role focuses on creating and executing a comprehensive digital marketing strategy that enhances the customer experience (CX) across our enterprise eCommerce marketplace while inspiring and empowering a team of CX, UX & UI specialists to achieve outstanding results.

Job Role and Responsibilities:

• Deliver a great customer experience by designing & implementing strategies aligned with business
• Oversee the day-to-day operations of the CX, UX & UI team ensuring efficient workflows and resource
• Monitor customer feedback, market trends, and competitive landscape to identify opportunities for
improvement and growth.
• Establish and track key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives.
• Foster a customer-centric culture within the organization and ensure exceptional service and support.
• Lead and mentor the customer experience team, providing guidance and professional development
• Optimize website performance, including SEO, user experience, and conversion rate optimization
(CRO), to drive customer engagement and sales.
• Analyse marketing initiative performance, providing insights and recommendations for continuous
• Stay current with industry trends, best practices, and emerging technologies in digital marketing and

Skills And Experience Required:

• Bachelor’s degree in Marketing, or a related field; a Master’s degree is preferred.
• A minimum of 8 years of experience in marketing and customer experience roles, preferably in the
eCommerce or online sector, with at least 5 years in a leadership role.
• Excellent communication skills, with the ability to collaborate effectively across all levels of the
organization and geographies.
• Demonstrated ability to adapt and problem-solve in a fast-paced environment.
• Experience working with remote international teams and managing diverse skill sets.
• Knowledge of current industry trends, best practices, and emerging technologies in digital marketing
and CX.
• A passion for achieving business objectives and driving growth.

To apply for this role, select “Apply Here” and you will be taken to SkillsNow Platform.