Customer Journey & Experience Manager

Are you ready to elevate your impact within the e-commerce industry? At Kesko Senukai Digital, we are looking for a motivated Customer Journey & Experience Manager to support our dynamic team. If you're organized, detail-oriented, and ready to take on exciting challenges, this is the perfect opportunity for you!

As a Customer Journey & Experience Manager, you will be responsible for:

Customer Journey & CX Strategy

· Develop and manage the end‑to‑end customer journey (from first touch to retention) to increase NPS/CSAT and overall retention.

· Identify friction points and maintain a prioritized CX improvement roadmap that reduces customer effort and journey complexity.

· Ensure a seamless omnichannel experience (online and offline) strengthening customer loyalty and satisfaction.

Analytics, Measurement & Insights

· Analyze customer behavior using analytics tools (e.g., GA4, funnels, heatmaps, NPS) to uncover opportunities that improve conversion and reduce drop‑offs.

· Identify issues through data, develop hypotheses, and measure impact to help reduce returns and customer complaints.

CRO & Operational Optimization

· Lead CRO initiatives to drive higher conversion rates across digital touchpoints.

· Optimize checkout flows, UX/UI elements, and communication to increase AOV and user satisfaction.

· Manage A/B testing and pilot new tools and processes, ensuring smoother digital experience and better commercial outcomes.

Customer Research & Feedback Loop

· Conduct qualitative and quantitative research (interviews, surveys, user tests) to uncover insights that reduce journey friction.

· Manage Mystery Shopper programs and analyze feedback to ensure consistent experience quality.

· Translate customer insights into actionable improvements that deliver measurable business impact.

Cross‑Functional Collaboration & Change Leadership

· Partner with Product, IT, Marketing, Logistics, Customer Service, and Commercial teams to speed up execution and cross‑Baltic alignment.

· Contribute to CRM and loyalty initiatives that drive higher retention, repeat purchases, and customer lifetime value.

· Support change management and vendor/budget processes to strengthen CX governance and implementation quality.

Sounds interesting? What we are looking for:

· 4+ years of experience in e‑commerce, digital business, or CX roles, ideally in high‑volume B2C environments.

· Proven experience improving customer journeys end‑to‑end and working across omnichannel touchpoints.

· Strong analytical skills and familiarity with analytical tools and CX metrics.

· Hands‑on experience with CRO and A/B testing, and the ability to turn data into practical improvements.

· Experience with CX research, Mystery Shopper exposure is a plus.

· Ability to work cross‑functionally, influence stakeholders, and support change initiatives.

· Excellent communication, collaboration, and organizational skills.

· Fluency in English, Russian is an advantage.

What We Offer:

· Vertical and horizontal career opportunities.

· Continuous training and professional development opportunities.

· Additional health insurance.

· A professional and collaborative team.

· Employee referral program – bonuses for successfully recommended and hired friends.

· Freedom to initiate changes and contribute to achieving ambitious business goals.

· Employee discounts – the opportunity to purchase products in Senukai stores at a discount.

· A paid day off on your birthday.
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4133-5124 €/mėn. neatskaičius mokesčių