Customer Services eCommerce Manager - 7338

Job Title: Customer Services eCommerce Manager

Salary: £35,200 - £45,700

Location: Cambridge, UK - Hybrid (at least 2-3 days per week)

Contract: Permanent

Hours: Full time (35 hours per week)

About the role

As Customer Services eCommerce Manager, you will be responsible for supporting and enhancing the customer experience across Cambridge's eCommerce platforms, operating at the intersection of customer service, digital access and entitlement, payments, fulfilment and technology.

You will act as the primary Customer Services lead for eCommerce, working closely with colleagues across IT, Sales, Marketing, Finance and Product teams to ensure our digital customer journeys are effective, scalable and aligned with both customer needs and business objectives.

This is a highly visible role that combines customer advocacy, operational excellence and service leadership. You will use customer insights, performance data and stakeholder collaboration to identify opportunities for improvement, reduce avoidable customer contact, and drive greater adoption of self service solutions.

You will also lead a team supporting customers through online ordering, access and payment related enquiries, ensuring a consistently high standard of service while championing continuous improvement across our eCommerce ecosystem.

What you'll take ownership of

• Designing and optimising end to end customer journeys across ordering, payment, fulfilment, access, returns and after sales support.
• Acting as the Customer Services lead for eCommerce platforms, enhancements, releases and service improvements.
• Leading the resolution of complex customer issues relating to online ordering, payments, fulfilment and digital access.
• Defining and implementing strategies to improve customer satisfaction, loyalty and digital engagement.
• Driving alignment across Customer Services, IT, Sales, Marketing and Finance to deliver a consistent customer experience.
• Monitoring customer feedback and performance data to identify pain points and opportunities for improvement.
• Defining and tracking key performance measures including customer satisfaction, self service adoption, conversion rates, order accuracy and customer contact drivers.
• Ensuring customer facing content, FAQs, transactional communications and support materials remain accurate, consistent and aligned to brand standards.
• Supporting fraud prevention, payment exception handling and order validation processes in partnership with specialist teams.
• Leading or contributing to eCommerce projects, platform enhancements and service transformation initiatives.
• Developing and coaching a customer service team, setting objectives and fostering a culture of continuous improvement and accountability.

This position has been classified as a hybrid role, requiring the selected candidate to spend % of their time collaborating and connecting face to face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long term health condition.

About you

You are an experienced customer service and eCommerce professional with a passion for delivering outstanding customer experiences through digital channels. You understand how customer journeys, technology platforms and operational processes come together to create effective service experiences and can confidently navigate both strategic discussions and day to day operational challenges.

You are comfortable working with technical and non technical stakeholders, using data and customer insight to influence decision making and drive continuous improvement. Equally importantly, you are an engaging and supportive people leader who enjoys developing teams and creating an environment where colleagues can thrive.

Essential criteria

• Significant experience managing eCommerce operations, digital customer experiences or service transformation initiatives.
• Experience working within SAP enabled customer service, payment provider or eCommerce environments.
• Strong understanding of customer journey mapping and customer centric service design.
• Experience working in complex, high volume transactional environments.
• Proven ability to collaborate effectively across multiple business functions and stakeholder groups.
• Strong analytical and problem solving skills, with experience using data to drive service improvements and operational performance.
• Excellent communication and influencing skills, with the ability to engage stakeholders at all levels.
• Experience leading, coaching and developing customer facing teams.

Desirable criteria

• Experience working within publishing, education or similar industries.
• Knowledge of order to cash processes, digital entitlements and fulfilment operations.
• Experience working with customer experience, voice of customer or service quality programmes.
• Understanding of fraud prevention, payment processing and digital commerce best practices.
• Experience supporting major platform migrations, digital transformation programmes or technology change initiatives.

Rewards and benefits

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4x annual salary
• Green travel schemes

Equal opportunity and inclusion

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long term health condition.

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.