Manager - Website & Customer Experience

Website & Customer Experience Manager

- Drive top-line GMV for the website by collaborating with internal (performance marketing, CRM) and external stakeholders (supply chain).

- Collaborate with category teams to boost category-led growth via sampling, visibility, and other website interventions.

- Identify and implement tech enhancements to enhance on-site experience, funnel, and conversion rate in partnership with tech agency.

- Optimize conversion rate through benchmarking, root cause analysis, and A/B testing, aligning with relevant stakeholders.

- Enhance Plum's proposition to customers through website concepts, offers, etc.

- Oversee daily website operations, ensuring accuracy, backend tasks, and best practices maintenance.

- Deliver exceptional on-site and off-site customer experiences, focusing on simplified browsing, purchase process, and post-purchase support.

- Improve NPS and CSAT scores for customer support and overall experience.