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)
Are you passionate about creating exceptional digital customer experiences and leading service improvements across complex eCommerce environments?
We are looking for a Customer Services eCommerce Manager to help shape and optimise the end-to-end eCommerce experience for our customers, ensuring online journeys are seamless, efficient and customer centred.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
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 typically spend 40-60% 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.
To be successful in this role, you will bring:
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.
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
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 refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- 28 days annual leave plus bank holidays
- Private medical and Permanent Health Insurance
- Discretionary annual bonus
- Group personal pension scheme
- Life assurance up to 4 x annual salary
- Green travel schemes
Ready to pursue your potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 31st July. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place on week commencing 17th August.
If you are shortlisted and progressed through the stages, you can expect:
- First-stage virtual interview via Microsoft Teams. There will be a role-related task sent to you in advance.
- Final-stage in-person interview at our offices in Cambridge.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
