Omni-channel CX Manager

Who we are:

At Aspeya we strive to make a positive difference to the lives of patients and consumers through science, insight, and innovation.

We are on a journey to empower healthier lifestyles and target specific unmet needs. We do this by being innovative, optimizing formulas, and applying rigorous scientific standards.

We trust a bold and confident approach, without compromising integrity. Join us and be part of a dynamic, future-thinking environment where your contributions can make a positive difference to people's lives.

About your role:

Our healthcare brand is leveraging integrated channels, advanced technologies, and a consumer-first approach. As an Omni-channel CX Manager, you will be a key driver in our business growth and customer satisfaction by leading omnichannel operations, customer service, and retention initiatives.

This role is responsible for optimizing the end-to-end customer experience, implementing effective digital solutions, and ensuring seamless integration across all business platforms while maintaining high operational efficiency and team performance.

You will be joining our growing Consumer Health department at a crucial time. This is the opportunity to be part an exciting new consumer health brand within Dietary Supplements, and see products come to market in 2025 and beyond.

Responsibilities:

• Analyze sales data, customer feedback, and website metrics to identify improvement opportunities.
• Implement and optimize digital solutions that directly impact conversion rates and customer retention.
• Monitor and report on key business metrics such as cart abandonment, conversion rates, customer satisfaction scores.
• Resolve customer experience issues across digital channels and implement preventive measures.
• Develop and execute channel-specific growth strategies including lead-generation, subscriptions, review management, affiliate programs.
• Manage day-to-day operations of e-commerce & eCRM platforms and ensure smooth integration with business systems.
• Coordinate with warehouse and fulfillment teams to optimize order processing and delivery.
• Troubleshoot and resolve integration issues between Shopify and other business systems (ERP, inventory, payment systems).
• Maintain and update product information, pricing, and promotions across all digital channels.
• Monitor and optimize customer service response times across all channels via phone, email, chat, social media.
• Train and support CSC team on new processes and troubleshooting procedures
• Ensure escalation protocols are followed for complex customer issues and coordinate with other departments to resolve customer complaints effectively.
• Coordinate with IT, marketing, and operations teams to implement new features and improvements.
• Regular reporting to stakeholders on project status, risks, and achievements.
• Create and maintain operational procedures and technical documentation for system integrations and workflows.
• Identify and implement automation opportunities to improve efficiency and implement quality assurance processes for customer service interactions.
• Develop contingency plans for system outages and technical issues.

Our healthcare brand focuses on improving energy and focus naturally in the human body, using a systematic and holistic approach. We want to build trust with our consumers and deliver the highest quality service and the Omni-channel Manager will be crucial to us achieving this, and maintaining our brand positioning in the market. We're looking for highly collaborative and creative people to help us on this journey.

Sound like you?

Requirements:

• Bachelor's degree is essential
• Master's degree in operations management, business administration, or related field preferred
• Advanced knowledge of e-commerce platforms (Shopify Plus preferred), and experience in retail operation
• Proficiency in CRM/ERM/PIM/CMS/WHS systems and marketing automation tools
• Strong understanding of database management and analytics tools
• Knowledge of API integrations and an understanding of HTML/CSS
• Strong data analysis and reporting capabilities
• Experience with business process mapping and optimization
• Proficiency in financial planning and budget management
• Understanding of digital marketing metrics and KPIs
• Experience in vendor and partner relationship management
• Stakeholder management and negotiation skills
• Excellent written and verbal communication
• Ability to translate technical concepts for non-technical audiences
• Fluent English (written and spoken)
• Advanced MS Office skills (Excel, PowerPoint, Word)
• Agile/Scrum certification is a plus
• Knowledge of SQL
• Experience with data visualization tools (Tableau, Power BI)

Apply

Shape our story. At Aspeya, we are striving to empower healthier lifestyles and we'd love for you to be part of it. If you like what you've read, and you'd like to learn more, apply today.