E-Commerce Customer Experience Manager - Robusta
About this role
Own the customer experience strategy, roadmap and delivery for the active ecommerce partners - so every end user interaction with the partners’ online platform, is responsive, convenient and up to expectations. Fuelling tech roadmap pipeline via customers’ feedback and ecom internal functions business requirements aiming for better experience, more GMV and lower costs
Leverage scale of active partners to develop collabs and deals across marketing automation, CRM & other tools for the benefit of both RTG & partners
Active participation in building solid CX plans with Ventures Director to activate new potential prospects
Outcomes & Scorecard
- Success in this role is measured by Active Partners’
- Tech Roadmap adherence
- Data reliability and accuracy
- Platform Conversion rate
- CSAT sustained at ≥90%
- NPS improved quarter over quarter against each account baseline
- Refunds and disputes resolved within partners’ policy and SLA, with zero aging cases
Core Responsibilities (Prioritized & Outcome-Oriented)
- Deliver the signed off tech roadmap for every managed partner account
- Own the data based to enable all Ecom segments take fast and correct decisions
- Setting 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 so issues are fully resolved and do not recur
- Turn feedback and contact data into root-cause fixes with Commercial, Operations, technology and the Partner
Scope & Authority
Own (Core Focus)
- Active Partners’
- Product Management; Website usability, content clarity, and checkout experience. Owning Tech Roadmap, Data Analytics, product listing, Promo rules setup
- Customer Service Operations; Shipping methods, time slots, orders capacity distribution, reordering, etc
- Customer Service; Escalation and complaint resolution within client-approved policy and Voice-of-customer reporting to clients and internal functions across all channels (chat, phone, email, social, WhatsApp)
Influence (Secondary / Support)
- Delivery promise time
- End user cancellation, rejections, and exchange policy design
- Customer Acquisition strategy
Not Responsible For
- Pricing, promotions, assortment, or margin decisions
- Fulfillment, warehousing, or courier performance
- Digital Marketing
Ideal Profile
- Bachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3–4 years in of Ecommerce Product Management
- Ability to work under pressure
- Familiar with Ecom analytics tools such as GA4
- Takes decisions based on data
- Experience in handling & delivering service for multiple brands or accounts, adapting tone
- Data-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)
Frequently Asked Questions
Is the salary disclosed for the E-Commerce Customer Experience Manager - Robusta position at robusta?
The salary for this E-Commerce Customer Experience Manager - Robusta role at robusta is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the E-Commerce Customer Experience Manager - Robusta position at robusta located?
This E-Commerce Customer Experience Manager - Robusta role at robusta is based in Cairo, Cairo Governorate, Egypt. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the E-Commerce Customer Experience Manager - Robusta role at robusta full-time or part-time?
This is listed as a Full time position. It is posted as a E-Commerce Customer Experience Manager - Robusta role at robusta.
How do I apply for the E-Commerce Customer Experience Manager - Robusta position at robusta?
Click the "Apply Now" button on this page. You will be redirected to robusta's official application portal hosted on workable where you can submit your application directly.
When was the E-Commerce Customer Experience Manager - Robusta job at robusta posted?
This E-Commerce Customer Experience Manager - Robusta position at robusta was posted on Aug 2, 2026. Apply as soon as possible — early applications are often reviewed first.
E-Commerce Customer Experience Manager - Robusta
robusta
You'll be redirected to robusta's official application page on workable.