Customer Journey Manager

Role Overview

• Develop and manage the end‑to‑end customer journey (from first touch to retention) to increase NPS/CSAT and overall retention
• Identify friction points and maintain a prioritized CX improvement roadmap that reduces customer effort and journey complexity
• Ensure a seamless omnichannel experience (online and offline) strengthening customer loyalty and satisfaction
• Analyze customer behavior using analytics tools (e.g., GA4, funnels, heatmaps, NPS) to uncover opportunities that improve conversion and reduce drop‑offs
• Identify issues through data, develop hypotheses, and measure impact to help reduce returns and customer complaints
• Lead CRO initiatives to drive higher conversion rates across digital touchpoints
• Optimize checkout flows, UX/UI elements, and communication to increase AOV and user satisfaction
• Manage A/B testing and pilot new tools and processes, ensuring smoother digital experience and better commercial outcomes
• Conduct qualitative and quantitative research (interviews, surveys, user tests) to uncover insights that reduce journey friction
• Manage Mystery Shopper programs and analyze feedback to ensure consistent experience quality
• Translate customer insights into actionable improvements that deliver measurable business impact
• Partner with Product, IT, Marketing, Logistics, Customer Service, and Commercial teams to speed up execution and cross‑Baltic alignment
• Contribute to CRM and loyalty initiatives that drive higher retention, repeat purchases, and customer lifetime value
• Support change management and vendor/budget processes to strengthen CX governance and implementation quality

Requirements

• 4+ years of experience in e‑commerce, digital business, or CX roles, ideally in high‑volume B2C environments
• Proven experience improving customer journeys end‑to‑end and working across omnichannel touchpoints
• Strong analytical skills and familiarity with analytical tools and CX metrics
• Hands‑on experience with CRO and A/B testing, and the ability to turn data into practical improvements
• Experience with CX research, Mystery Shopper exposure is a plus
• Ability to work cross‑functionally, influence stakeholders, and support change initiatives
• Excellent communication, collaboration, and organizational skills
• Fluency in English, Russian is an advantage.

Benefits

• Additional health insurance
• Continuous training and professional development opportunities
• Employee referral program – bonuses for successfully recommended and hired friends
• Employee discounts – the opportunity to purchase products in Senukai stores at a discount
• A paid day off on your birthday