Customer Experience Manager

1Commerce is a growth engine for high-performing direct-to-consumer brands, and they are seeking a Customer Experience Manager to oversee and improve the customer experience for their brand partners. The role involves monitoring customer satisfaction, collaborating across teams to resolve issues, and implementing best practices to enhance service quality.

Responsibilities:

• Overseeing and improving the end-to-end experience of 1Commerce’s brand partners and their customers
• Monitoring customer satisfaction metrics, identifying trends, and developing initiatives to enhance service quality and retention
• Collaborating with operations, product, and marketplace teams to resolve customer issues, streamline processes, and ensure consistent communication across channels
• Managing support workflows, reviewing feedback, implementing customer experience best practices, and preparing reports with actionable insights for leadership
• Contributing to building scalable customer service standards that match the growth ambitions of 1Commerce and its clients

Requirements:

• Strong customer-focused skills, including Customer Satisfaction and Customer Experience, with a track record of improving service outcomes
• Analytical Skills to interpret data, identify root causes, and develop measurable customer experience improvements
• Excellent Communication abilities, including clear written and verbal communication and stakeholder management
• Customer Service skills, including handling escalations, building support processes, and coaching service teams
• Proficiency with CRM and customer support tools
• Ability to work independently in a remote setting, prioritize multiple initiatives, and collaborate across cross-functional teams
• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent practical experience
• Experience in e-commerce
• SaaS, or marketplace environments is highly beneficial
• Familiarity with analytics platforms or BI tools is a plus