E-Commerce CX & Product Lead

Accountability & Responsibilities of Role:

1. Customer Experience & Journey Ownership

• Own the end-to-end customer journey across:

o Digital platforms (web, app)

o Assisted digital channels (support, WhatsApp, calls)

o Store-linked touchpoints impacting digital customers (fulfilment, returns, after-sales)

• Identify friction points and experience gaps across browse, PDP, checkout, payment, delivery, and post-order flows

• Design experience improvements that are consistent for the customer, regardless of channel of entry

• Ensure customer expectations set digitally are met operationally

2. Digital Product Ownership

• Act as the primary product-thinking owner for E-commerce customer experience

• Define, prioritise, and drive digital CX initiatives across the product roadmap

• Translate customer pain points and business requirements into clear product and tech briefs

• Partner closely with Technology and Engineering teams to shape solutions, prioritise work, drive delivery

• Balance customer impact, technical complexity, and commercial priorities in decision-making

3. Merchandising & On-Site Experience

• Own digital merchandising logic, navigation structure, and content presentation

• Work closely with Category Managers to ensure assortments are clearly structured and discoverable

• Ensure pricing, promotions, and content are accurate, consistent, and clearly communicated

• Drive improvements in clarity, discoverability, and conversion through disciplined data-driven merchandising decisions

4. Customer Support & Assisted Journeys

• Directly manage Customer Experience Associates

• Ensure consistent handling of customer queries, complaints, and assisted sales interactions

• Use support interactions as a structured input into CX and product improvements

• Improve first-contact resolution and reduce avoidable repeat contacts

• Ensure feedback loops from support translate into system, content, or process changes

5. Retention, Repeat & Lifecycle Experience

• Own experience elements that drive retention and repeat behaviour

• Identify and address experience gaps that negatively impact repeat purchase and trust

• Partner with Growth and Category teams to improve lifecycle experience and long-term customer value

• Ensure retention initiatives are embedded into the product and CX roadmap, not treated as campaigns

6. CX Metrics, Data & Feedback Loops

• Define and track CX-related metrics across the funnel (conversion signals, complaints, contact drivers, drop-offs)

• Use qualitative and quantitative inputs to prioritise CX and product initiatives

• Establish structured feedback loops between CX, Category, Program Management, and Growth teams

• Ensure CX decisions are data-backed and grounded in observed customer behaviour