Customer Journey & Experience Manager

Kesko Senukai Digital (e-commerce)Lithuania9 hours ago

Full-timeOther

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Are you ready to elevate your impact within the e-commerce industry? At Kesko Senukai Digital, we are looking for a motivated Customer Journey & Experience Manager to support our dynamic team. If you're organized, detail-oriented, and ready to take on exciting challenges, this is the perfect opportunity for you!

As a Customer Journey & Experience Manager, you will be responsible for:

Customer Journey & CX Strategy

Develop and manage the end‑to‑end customer journey (from first touch to retention) to increase NPS/CSAT and overall retention.
Identify friction points and maintain a prioritized CX improvement roadmap that reduces customer effort and journey complexity.
Ensure a seamless omnichannel experience (online and offline) strengthening customer loyalty and satisfaction.

Analytics, Measurement & Insights

Analyze customer behavior using analytics tools (e.g., GA4, funnels, heatmaps, NPS) to uncover opportunities that improve conversion and reduce drop‑offs.
Identify issues through data, develop hypotheses, and measure impact to help reduce returns and customer complaints.

CRO & Operational Optimization

Lead CRO initiatives to drive higher conversion rates across digital touchpoints.
Optimize checkout flows, UX/UI elements, and communication to increase AOV and user satisfaction.
Manage A/B testing and pilot new tools and processes, ensuring smoother digital experience and better commercial outcomes.

Customer Research & Feedback Loop

Conduct qualitative and quantitative research (interviews, surveys, user tests) to uncover insights that reduce journey friction.
Manage Mystery Shopper programs and analyze feedback to ensure consistent experience quality.
Translate customer insights into actionable improvements that deliver measurable business impact.

Cross‑Functional Collaboration & Change Leadership

Partner with Product, IT, Marketing, Logistics, Customer Service, and Commercial teams to speed up execution and cross‑Baltic alignment.
Contribute to CRM and loyalty initiatives that drive higher retention, repeat purchases, and customer lifetime value.
Support change management and vendor/budget processes to strengthen CX governance and implementation quality.

Sounds interesting? What we are looking for:

4+ years of experience in e‑commerce, digital business, or CX roles, ideally in high‑volume B2C environments.
Proven experience improving customer journeys end‑to‑end and working across omnichannel touchpoints.
Strong analytical skills and familiarity with analytical tools and CX metrics.
Hands‑on experience with CRO and A/B testing, and the ability to turn data into practical improvements.
Experience with CX research, Mystery Shopper exposure is a plus.
Ability to work cross‑functionally, influence stakeholders, and support change initiatives.
Excellent communication, collaboration, and organizational skills.
Fluency in English, Russian is an advantage.

What We Offer

Vertical and horizontal career opportunities.
Continuous training and professional development opportunities.
Additional health insurance.
A professional and collaborative team.
Employee referral program – bonuses for successfully recommended and hired friends.
Freedom to initiate changes and contribute to achieving ambitious business goals.
Employee discounts – the opportunity to purchase products in Senukai stores at a discount.
A paid day off on your birthday.

If you’re passionate about e-commerce and eager to be part of a company that’s shaping the future of online shopping in the Baltics, Kesko Senukai Digital is the place for you. Come grow with us and help us set new standards as one of the leaders in today’s retail industry!

If you’re ready to join a team of creative professionals keen on new challenges and continuous improvement, contact us today.

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