Kesko Senukai Digital (e-commerce)

Customer Journey Manager

Kesko Senukai Digital (e-commerce)

full-time

Posted on:

Location Type: Hybrid

Location: Vilnius • Lithuania

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Salary

💰 €4,133 - €5,124 per month

About the role

  • Develop and manage the end‑to‑end customer journey (from first touch to retention) to increase NPS/CSAT and overall retention
  • Identify friction points and maintain a prioritized CX improvement roadmap that reduces customer effort and journey complexity
  • Ensure a seamless omnichannel experience (online and offline) strengthening customer loyalty and satisfaction
  • Analyze customer behavior using analytics tools (e.g., GA4, funnels, heatmaps, NPS) to uncover opportunities that improve conversion and reduce drop‑offs
  • Identify issues through data, develop hypotheses, and measure impact to help reduce returns and customer complaints
  • Lead CRO initiatives to drive higher conversion rates across digital touchpoints
  • Optimize checkout flows, UX/UI elements, and communication to increase AOV and user satisfaction
  • Manage A/B testing and pilot new tools and processes, ensuring smoother digital experience and better commercial outcomes
  • Conduct qualitative and quantitative research (interviews, surveys, user tests) to uncover insights that reduce journey friction
  • Manage Mystery Shopper programs and analyze feedback to ensure consistent experience quality
  • Translate customer insights into actionable improvements that deliver measurable business impact
  • Partner with Product, IT, Marketing, Logistics, Customer Service, and Commercial teams to speed up execution and cross‑Baltic alignment
  • Contribute to CRM and loyalty initiatives that drive higher retention, repeat purchases, and customer lifetime value
  • Support change management and vendor/budget processes to strengthen CX governance and implementation quality

Requirements

  • 4+ years of experience in e‑commerce, digital business, or CX roles, ideally in high‑volume B2C environments
  • Proven experience improving customer journeys end‑to‑end and working across omnichannel touchpoints
  • Strong analytical skills and familiarity with analytical tools and CX metrics
  • Hands‑on experience with CRO and A/B testing, and the ability to turn data into practical improvements
  • Experience with CX research, Mystery Shopper exposure is a plus
  • Ability to work cross‑functionally, influence stakeholders, and support change initiatives
  • Excellent communication, collaboration, and organizational skills
  • Fluency in English, Russian is an advantage.
Benefits
  • Additional health insurance
  • Continuous training and professional development opportunities
  • Employee referral program – bonuses for successfully recommended and hired friends
  • Employee discounts – the opportunity to purchase products in Senukai stores at a discount
  • A paid day off on your birthday
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey managementCROA/B testingdata analysisUX/UI optimizationanalytics toolscustomer experience metricsqualitative researchquantitative researchconversion rate optimization
Soft Skills
analytical skillscommunicationcollaborationorganizational skillsinfluencing stakeholderschange managementcross-functional teamworkcustomer insight translationproblem-solvingcustomer advocacy