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 costsLeverage scale of active partners to develop collabs and deals across marketing automation, CRM & other tools for the benefit of both RTG & partnersActive participation in building solid CX plans with Ventures Director to activate new potential prospectsOutcomes & ScorecardSuccess in this role is measured by Active Partners’Tech Roadmap adherenceData reliability and accuracyPlatform Conversion rateCSAT sustained at ≥90%NPS improved quarter over quarter against each account baselineRefunds and disputes resolved within partners’ policy and SLA, with zero aging casesCore Responsibilities (Prioritized & Outcome-Oriented)Deliver the signed off tech roadmap for every managed partner accountOwn the data based to enable all Ecom segments take fast and correct decisionsSetting standards across every managed partner accountLead, coach, and direct the service team to meet response, resolution, and quality standardsOwn escalation and complaint management so issues are fully resolved and do not recurTurn feedback and contact data into root-cause fixes with Commercial, Operations, technology and the PartnerScope & AuthorityOwn (Core Focus)Active Partners’ Product Management; Website usability, content clarity, and checkout experience. Owning Tech Roadmap, Data Analytics, product listing, Promo rules setupCustomer 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 timeEnd user cancellation, rejections, and exchange policy designCustomer Acquisition strategyNot Responsible ForPricing, promotions, assortment, or margin decisionsFulfillment, warehousing, or courier performanceDigital MarketingRequirementsIdeal ProfileBachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3–4 years in of Ecommerce Product ManagementAbility to work under pressureFamiliar with Ecom analytics tools such as GA4Takes decisions based on dataExperience in handling & delivering service for multiple brands or accounts, adapting toneData-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)
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
Requirements
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)
robusta is a tech agency working with a diverse client base across different sectors & industries on implementing digital transformation programs. Engagements are typically focused on digitization of existing operations & processes and/or activation of digital customer engagement channels. With a team of 100+ tech and market consultants, robusta maintains an impactful footprint across EMEA and engages with its clients through its two key operations hubs in Egypt and Germany.
robusta is a tech agency working with a diverse client base across different sectors & industries on implementing digital transformation programs. Engagements are typically focused on digitization of existing operations & processes and/or activation of digital customer engagement channels. With a team of 100+ tech and market consultants, robusta maintains an impactful footprint across EMEA and engages with its clients through its two key operations hubs in Egypt and Germany.
