Customer Experience Manager

Location:

Abingdon, United Kingdom
Requisition Number:
R0047011

eBay Classifieds Group (eCG) is an innovative leader in online classifieds with ten brands that span the globe. Our sites help people find whatever they’re looking for in their local communities – whether it’s a job, an apartment, a sofa, a car, a concert ticket, financial services or new friends. Every connection made or item found makes a difference by creating a world where people share more and waste less. People who want to connect and trade visit our sites because they’re fun, easy to use and built on trust.

Classifieds is shaping the future of local commerce by bringing people together through an enriched online experience that allows them to reach out to the community around them. We are comprised of more than 1,000 people who are passionate for local trade and maintaining the customer-centric nature of the Group, while exploring growth opportunities in both the countries where eCG already has a presence and in prospective markets.

The role:

The role of Customer Experience (CX) Manager is focused on improving customer experience for all users of our UK platforms; Gumtree.com and Motors.co.uk. By working closely with the UK Trust & Safety team and our outsourced partner, we’re looking for someone with extensive vendor management experience that can manage performance in a result & data driven environment. 

This role will also take responsibility for B2B customer support in our key commercial automotive vertical and represent our eBay Motors Group brand. 

Responsibilities:

  • Develop a deep understanding of Customer Experience Operations that can connect the dots between teams to identify areas for improvement, efficiency and teamwork.

  • Develop vendor relationship and own the strategy around inhouse/outsourced operations

  • Design and continuously improve customer support processes

  • Own and improve customer satisfaction rates

  • Understand drivers and be a strong advocate for the customer experience

  • Identify and prioritise initiatives that improve capacity, agents efficiency and increase automation

  • Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.

  • Own or support ad-hoc strategic projects, requests and/or analysis, as needed.

  • Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.

  • Development and implementation of new processes and procedures for effective and efficient team operations to ensure commercial success and customer satisfaction

Skills and experience required:

  • Extensive experience in managing outsourced operations

  • Contact centre and content moderation experience

  • Proven partner management and influencing skills in a cross-functional environment

  • Sophisticated analytical skills

  • Experience with Trust & Safety, Community Operations and Customer Service area is a plus

  • Minimum 4+ years management experience in an operational or customer service role

  • Experience with the development and implementation of systems/tools utilised for Customer Service

  • Experience with automation to improve quality and efficiency

What we offer:

  • Meaningful work with diverse, international, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.

  • International career opportunities throughout eCG.

  • Competitive compensation, conference & education budget. We value your personal and professional development.

  • A healthy work-life balance, i.e. part-time work, an additional paid parental leave time, flexible working hours including working from home options.

  • A great atmosphere, open-minded company culture with several social team activities (online and offline).

We love building opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do every single day. We want to ensure that as an employee, no matter who you are, you feel eBay Classifieds Group is a place where you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about us click here: https://jobs.ebayclassifiedsgroup.com

Covid-19

People are the heart of eBay Classifieds Group and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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View our privacy policy and accessibility info

Customer Experience Manager

Abingdon, United Kingdom Requisition Number R0047011

eBay Classifieds Group (eCG) is an innovative leader in online classifieds with ten brands that span the globe. Our sites help people find whatever they’re looking for in their local communities – whether it’s a job, an apartment, a sofa, a car, a concert ticket, financial services or new friends. Every connection made or item found makes a difference by creating a world where people share more and waste less. People who want to connect and trade visit our sites because they’re fun, easy to use and built on trust.

Classifieds is shaping the future of local commerce by bringing people together through an enriched online experience that allows them to reach out to the community around them. We are comprised of more than 1,000 people who are passionate for local trade and maintaining the customer-centric nature of the Group, while exploring growth opportunities in both the countries where eCG already has a presence and in prospective markets.

The role:

The role of Customer Experience (CX) Manager is focused on improving customer experience for all users of our UK platforms; Gumtree.com and Motors.co.uk. By working closely with the UK Trust & Safety team and our outsourced partner, we’re looking for someone with extensive vendor management experience that can manage performance in a result & data driven environment. 

This role will also take responsibility for B2B customer support in our key commercial automotive vertical and represent our eBay Motors Group brand. 

Responsibilities:

  • Develop a deep understanding of Customer Experience Operations that can connect the dots between teams to identify areas for improvement, efficiency and teamwork.

  • Develop vendor relationship and own the strategy around inhouse/outsourced operations

  • Design and continuously improve customer support processes

  • Own and improve customer satisfaction rates

  • Understand drivers and be a strong advocate for the customer experience

  • Identify and prioritise initiatives that improve capacity, agents efficiency and increase automation

  • Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.

  • Own or support ad-hoc strategic projects, requests and/or analysis, as needed.

  • Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.

  • Development and implementation of new processes and procedures for effective and efficient team operations to ensure commercial success and customer satisfaction

Skills and experience required:

  • Extensive experience in managing outsourced operations

  • Contact centre and content moderation experience

  • Proven partner management and influencing skills in a cross-functional environment

  • Sophisticated analytical skills

  • Experience with Trust & Safety, Community Operations and Customer Service area is a plus

  • Minimum 4+ years management experience in an operational or customer service role

  • Experience with the development and implementation of systems/tools utilised for Customer Service

  • Experience with automation to improve quality and efficiency

What we offer:

  • Meaningful work with diverse, international, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.

  • International career opportunities throughout eCG.

  • Competitive compensation, conference & education budget. We value your personal and professional development.

  • A healthy work-life balance, i.e. part-time work, an additional paid parental leave time, flexible working hours including working from home options.

  • A great atmosphere, open-minded company culture with several social team activities (online and offline).

We love building opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do every single day. We want to ensure that as an employee, no matter who you are, you feel eBay Classifieds Group is a place where you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about us click here: https://jobs.ebayclassifiedsgroup.com

Covid-19

People are the heart of eBay Classifieds Group and their health and well-being are our first priority.

We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info