{"id":888253,"url":"https://alion.io/job/ecoonline-digital-customer-experience-manager","title":"Digital Customer Experience Manager","company":{"id":694459,"name":"EcoOnline","domain":"ecoonline.com","url":"https://alion.io/company/ecoonline-2","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":108000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-08-11T18:03:05Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-06T16:03:45Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"Want to be a part of a company that’s making a difference?\nWe’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.\nImpact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.\nInnovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.\nGrowth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.\nWe're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.\nOur culture code, a set of principles that underpins our values, is our commitment to each other and working better together.\nJoin EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!\n\nAbout the Role\nThe Customer Support organisation is undergoing significant transformation as we modernise how customers engage with EcoOnline. Today, the team supports customers across multiple products, channels and regions, with a strong focus on delivering responsive, high-quality support experiences.\nOur vision is to create a seamless digital support experience where customers can easily access help through the channel of their choice, resolve simple issues through self-service and AI-assisted experiences, and reach the right expert quickly when human support is needed. This role will be instrumental in shaping and delivering that vision.\nKey Responsibilities:\nCustomer Experience & Channel Transformation\nLead the implementation and optimisation of chat and digital support channels.\n\nIntroduce AI-enabled capabilities that improve customer self-service and routing experiences.\n\nIdentify opportunities to improve customer journeys across digital touchpoints.\n\nCustomer Feedback & Insight\nDesign and deploy CSAT surveys and feedback mechanisms across support channels.\n\nAnalyse customer feedback and channel performance data to identify improvement opportunities.\n\nMeasure and report on customer satisfaction, adoption and experience trends.\n\nContinuous Improvement\nOwn the day-to-day optimisation of digital channels and self-service experiences.\n\nWork closely with Support Operations Managers and the Knowledge Manager to improve content, knowledge and support processes.\n\nUse data-driven insights to prioritise enhancements and measure success.\n\nStakeholder Management\nPartner with Support Operations, IT, Business Applications, Product and Customer Success teams.\n\nCoordinate delivery activities across multiple stakeholders and suppliers.\n\nProvide regular progress updates and recommendations to Support leadership.\n\nTechnology & Tools\nSupport administration and optimisation of digital customer engagement tools.\n\nEnsure effective integration between support platforms and customer experience technologies.\n\nContribute to technology selection, testing and implementation activities where required.\n\nWhat we're looking for:\n3-5+ years' experience in Customer Experience, Digital Customer Support, Customer Operations or a related role.\n\nExperience delivering digital customer engagement initiatives in a SaaS, technology or customer support environment.\n\nExperience implementing customer feedback programmes such as CSAT, NPS or Voice of Customer initiatives.\n\nDegree level qualification preferred, or equivalent practical experience.\n\nManagerial Skills\nStrong stakeholder management and influencing skills.\n\nAbility to lead initiatives through collaboration and influence rather than direct management authority.\n\nExperience working across multiple teams and business functions.\n\nTechnical Skills\nExperience with CRM and customer engagement platforms.\n\nUnderstanding of omnichannel support environments.\n\nExperience with Salesforce, Amazon Connect, Intercom or similar platforms is desirable.\n\nComfortable working with reporting, analytics and customer experience data.\n\nOur Benefits:\nWe offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.\nGenerous Paid Time Off\n\nExtended Parental Leave\n\nRobust Health Coverage\n\nAccelerated Learning Paths\n\nTeam Wellness Initiatives\n\nCompany-wide Events\n\nEmployee Resource Groups\n\n⭐ Recognition awards\n\nEcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.\nWe are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.\nWhile EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process.\nIf you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly.\nAt EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. 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