Own the customer experience strategy, roadmap and delivery for the active ecommerce partners - so every end user interaction with the partners' online platform, is responsive, convenient and up to expectations. Fuelling tech roadmap pipeline via customers' feedback and ecom internal functions business requirements aiming for better experience, more GMV and lower costsLeverage scale of active partners to develop collabs and deals across marketing automation, CRM & other tools for the benefit of both RTG & partnersActive participation in building solid CX plans with Ventures Director to activate new potential prospectsOutcomes & ScorecardSuccess in this role is measured by Active Partners'Tech Roadmap adherenceData reliability and accuracyPlatform Conversion rateCSAT sustained at ≥90%NPS improved quarter over quarter against each account baselineRefunds and disputes resolved within partners' policy and SLA, with zero aging casesCore Responsibilities (Prioritized & Outcome-Oriented)Deliver the signed off tech roadmap for every managed partner accountOwn the data based to enable all Ecom segments take fast and correct decisionsSetting standards across every managed partner accountLead, coach, and direct the service team to meet response, resolution, and quality standardsOwn escalation and complaint management so issues are fully resolved and do not recurTurn feedback and contact data into root-cause fixes with Commercial, Operations, technology and the PartnerScope & AuthorityOwn (Core Focus)Active Partners' Product Management; Website usability, content clarity, and checkout experience. Owning Tech Roadmap, Data Analytics, product listing, Promo rules setupCustomer Service Operations; Shipping methods, time slots, orders capacity distribution, reordering, etc Customer Service; Escalation and complaint resolution within client-approved policy and Voice-of-customer reporting to clients and internal functions across all channels (chat, phone, email, social, WhatsApp)Influence (Secondary / Support)Delivery promise timeEnd user cancellation, rejections, and exchange policy designCustomer Acquisition strategyNot Responsible ForPricing, promotions, assortment, or margin decisionsFulfillment, warehousing, or courier performanceDigital MarketingRequirementsIdeal ProfileBachelor's degree in Computer Science or Business, with 8+ years of overall business experience and 3-4 years in of Ecommerce Product ManagementAbility to work under pressureFamiliar with Ecom analytics tools such as GA4Takes decisions based on dataExperience in handling & delivering service for multiple brands or accounts, adapting toneData-literate and hands-on with CRM / ticketing tools (Zendesk, Freshdesk, or similar)
Preparing for a Customer Service & Hospitality role
Public work matters more than titles: a GitHub or portfolio the hiring manager can click through in under a minute usually beats an extra bullet on your CV.
Name the exact stack in your CV so a keyword screener + a skim-reader both find it — languages, frameworks, cloud, databases.
For interviews: expect a technical screen (coding or system design) before the on-site loop. Practice explaining trade-offs out loud, not just writing correct code.
For English-only teams verify your written English is sharp — most Egypt-based tech scaleups run interview loops entirely in English.
Robusta is a tech agency working with a diverse client base across different sectors & industries on implementing digital transformation programs. Engagements are typically focused on digitization of existing operations & processes and/or activation of digital customer engagement channels. With a team of 100+ tech and market consultants, robusta maintains an impactful footprint across EMEA and eng… read more
What you should know
Leading Solutions Provider: Has built over 400 digital solutions for more than 230 companies across various industries
International Tech Force: Features a dedicated team of over 200 tech and market experts across hubs in Egypt and Germany
2018 E-Commerce Summit: Launched the E-Commerce Summit in 2018 as a grassroots movement for digital commerce in the MENA region