Job Title: Customer Experience & Inside Sales Lead — E-commerce

Reporting To: Ecommerce Programme Manager

Role Overview

The Customer Experience & Inside Sales Lead owns customer interaction quality, lead management operations, and assisted-commerce conversion performance across the e-commerce business.

This role is responsible for building a scalable customer support and inside-sales engine that improves customer experience, increases conversion rates, drives assisted sales revenue, and creates structured customer intelligence across channels.

The role combines customer operations, sales enablement, process design, lead analytics, and conversational commerce execution.

This is not a traditional customer support role.

It is a customer ownership and revenue influence position responsible for customer experience quality, lead conversion performance, and assisted-...