Customer Experience Program Manager, Fulfilment, EMEA

Overview

In this role you will use data and customer feedback to scope opportunities to improve delivery experience. You will build data-driven business cases and collaborate with logistics partners to implement customer-centric delivery features, service improvements, and communications. You will develop and own project plans, coordinate GTM for new products and policies, and track post-launch impact. You will act as an SME in Customer Fulfilment Experience, aligning cross-functional stakeholders to improve satisfaction and retention.

Responsibilities

• Analyse data to identify improvement areas and translate insights into strategy and project prioritization
• Triangulate findings from multiple sources to define customer problems and gather requirements with cross-functional teams
• Own and manage the end-to-end project plan and dependencies
• Lead go-to-market initiatives for new products and policies and measure post-launch impact
• Serve as SME in Customer Fulfilment Experience and provide feedback on delivery gaps
• Align stakeholders across marketing, product, logistics, sales and senior management to drive customer satisfaction and retention
• Support CX data insights tools and knowledge base to enhance organizational capabilities

Key requirements

• 3+ years in Strategy, Project or Program Management for Customer Experience or E-Commerce Fulfilment
• Experience in customer fulfilment and delivery in e-Commerce
• Strong analytical and quantitative skills with data-driven decision making
• Excellent interpersonal skills and relationship-building across org levels
• Effective communication to influence both technical and non-technical audiences
• strong analytical mindset
• stakeholder management
• cross-functional collaboration
• SQL
• Python
• data analytics

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