About Company
Manor AG is Switzerland’s largest department store group, with a rich history spanning over a century. Headquartered in Basel, Manor operates numerous department stores across the country, alongside a robust and rapidly growing e-commerce platform. We are dedicated to offering our customers a diverse range of products, from fashion and beauty to home goods and food, all while providing an exceptional shopping experience. At Manor, we believe in combining tradition with innovation, consistently evolving our digital offerings to meet the dynamic needs of our clientele. We foster an environment of creativity, collaboration, and continuous improvement, where every team member contributes to our success and commitment to excellence. Join us and be part of shaping the future of retail in Switzerland.
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Job Description
Are you a passionate advocate for the customer, with a proven track record in optimizing digital experiences? Manor AG is seeking an enthusiastic and results-driven E-commerce Customer Experience Lead to join our dynamic team in Basel. In this pivotal role, you will be instrumental in defining and enhancing the entire digital customer journey across all e-commerce touchpoints, ensuring a seamless, engaging, and high-quality experience that delights our customers and drives loyalty. You will lead strategic initiatives, analyze user behavior, and translate insights into actionable improvements, directly impacting our online growth and brand perception. This position demands a blend of strategic thinking, hands-on execution, and strong leadership to guide our efforts in delivering world-class e-commerce experiences. If you thrive in a fast-paced environment, possess an analytical mindset, and are dedicated to putting the customer at the heart of everything you do, we invite you to contribute to Manor’s digital transformation. Your work will directly influence how millions of customers interact with the Manor brand online, making this a truly impactful opportunity for an ambitious professional.
Key Responsibilities
- Develop and implement a comprehensive e-commerce customer experience strategy aligned with business objectives and brand values.
- Lead and mentor a small team of CX specialists, fostering a culture of continuous improvement and customer-centricity.
- Conduct thorough analysis of customer feedback, online behavior, market trends, and competitive landscapes to identify pain points and opportunities.
- Map and optimize the end-to-end customer journey across all digital channels (website, app, email, social media, etc.).
- Collaborate closely with Product Management, Marketing, IT, and Operations teams to implement CX enhancements and ensure a cohesive customer experience.
- Define, monitor, and report on key CX performance indicators (e.g., NPS, CSAT, conversion rates, bounce rates), providing actionable insights to stakeholders.
- Oversee A/B testing and user research initiatives to validate hypotheses and drive data-backed improvements.
- Identify and champion the integration of new technologies and best practices to elevate the digital customer experience.
- Act as the voice of the customer within the organization, advocating for their needs and driving a customer-first mindset.
- Ensure all digital experiences are accessible, intuitive, and consistent with the Manor brand guidelines.
Required Skills
- Minimum 4 years of experience in e-commerce customer experience, UX, or a related digital role.
- Proven leadership experience, including managing and developing a team.
- Strong analytical skills with the ability to interpret complex data and derive actionable insights.
- Proficiency with CX/UX tools, analytics platforms (e.g., Google Analytics, Adobe Analytics), and CRM systems.
- Excellent communication, presentation, and interpersonal skills in English, with proficiency in German or French.
- Demonstrated ability to manage projects and drive initiatives from concept to completion.
- Deep understanding of e-commerce best practices, user psychology, and digital marketing principles.
- Bachelor's degree in Marketing, Business, Digital Media, or a related field.
Preferred Qualifications
- Master’s degree in a relevant discipline.
- Experience in the retail or luxury goods industry.
- Familiarity with CX design principles (e.g., service design, design thinking).
- Proficiency in both German and French.
Perks & Benefits
- Competitive salary and comprehensive social benefits package.
- Generous employee discounts on Manor products.
- Opportunities for professional development and continuous learning.
- A modern and dynamic work environment in the heart of Basel.
- Flexible work arrangements (hybrid model).
- Contribution to a leading Swiss retail brand’s digital transformation.
- Team-oriented culture with a focus on innovation and collaboration.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your application includes a detailed CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to receiving your application.
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