Customer Experience Specialist

The Opportunity

We’re looking for a passionate CX Specialist to develop and support the experience strategy for our premier clients. You will manage a portfolio of key clients, ensuring they consistently see extraordinary growth through ongoing engagement, performance review and ESW’s customer-centricity strategy.

You will support the assessment of our clients’ ongoing needs by conducting strategic customer experience reviews to uncover areas for additional revenue growth. You will capture the voice of the customer to help them to make informed business decisions whilst feeding back insights to continuously optimise ESW’s product roadmap.

You will work with cross-functional team to develop strategies and stay informed of the latest trends and technological advancement in the retail ecommerce space and cross-border fulfilment.

Responsibilities

• Build and support the CX partnership strategy for premier clients, working closely with account managers and other teams.
• Manage a portfolio of high-value clients, helping them hit (and exceed) their revenue and growth goals.
• Cultivate a customer-centric approach with your client relationships to ensure the VOC is a key driver in partnership decisions.
• Collaborate with internal teams to ensure we’re meeting client expectations, service levels, and business goals.
• Lead improvement initiatives that focus on optimisation and customer experience, delivering real results for clients.
• Liaise with internal departments to ensure that any client issues are dealt with in a timely and efficient manner.
• Be a trusted adviser and catalyst for extraordinary growth for your clients.
• Become an expert on the client’s industry and business to ensure we are bringing the best solutions and programs to increase revenue.
• Take part in regular business reviews (MBRs/QBRs) with clients and internal teams.
• Track client performance, spot trends, and share insights that help shape strategy.

Requirements

• A Bachelor’s degree is required; a Master’s is a bonus.
• 3+ years experience in a B2C e-commerce environment with demonstrable experience in understanding the online shopper's journey.
• A background in customer-facing roles where you’ve focused on building positive relationships and delivering great experiences.
• A track record of helping clients succeed - ideally in ecommerce or a similar industry.
• A genuine passion for advocating for customers and helping them grow.
• Solid understanding of the B2C ecommerce space, especially in online retail.
• Strong commercial awareness and experience managing client contracts.
• Experience running strategic planning sessions to shape future success.
• Excellent communication and presentation skills - you’re confident with both clients and colleagues.
• A natural relationship builder who can influence and collaborate across teams.

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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