Growth through Talent

Technical Customer Solutions Lead - Ecommerce - Ecommerce/D2C

Brand - Ecommerce
Ref: 2769 Date Posted: Monday 10 Jun 2024

Ecommerce Customer Solutions Leader - Global Social Media Platform - London


Pivotal are proud to be working with a global social media brand who are looking for an ambitious Customer Solutions Manager Leader to join their e-commerce team based in London.


Launched in the UK in 2021 this is the first international expansion of the social media brand's e-commerce platform and through partnerships with Shopify and Square the aim is to become the number one player within social commerce which has already proven to have been a success with some of the biggest brands in the UK.


They are looking for a leader to manage the existing customer solutions team that is currently expanding due to gearing up to launch the EU.


In this role, you will have the unique opportunity to shape the future of our seller ecosystem. You will be at the forefront of crafting and executing strategies that drive seller satisfaction and operational excellence, ensuring our platform remains a leader in the market.



  • Develop and implement innovative strategies to enhance the seller experience across various dimensions, including policy & moderation, order & fulfilment, partner integration, and seller support.
  • Collaborate with product and business teams to identify, prioritise, and implement solutions that drive efficiency and satisfaction for sellers.
  • Utilise data analytics to uncover insights and opportunities for continuous improvement within the seller ecosystem.
  • Lead operational excellence initiatives, streamline internal processes, and scale seller support to meet the growing demands of our community.
  • Foster a culture of collaboration, accountability, and innovation within the team.
  • Manage a portfolio of seller integration projects, providing oversight and ensuring timely and quality completion.
  • Create and standardise processes, best practices, design guides, and implementation guides to enhance integration project speed and quality.
  • Hire, mentor, and develop team members globally to build a world-class integration practice.


Minimum Experience

  • Bachelor's degree in business administration or a related field.
  • 7-10+ years of experience in e-commerce, business operations, or strategy roles, with a focus on enhancing seller experiences.
  • Proven track record in managing system integration projects, preferably within a top-tier consulting or SaaS company.
  • Exceptional analytical skills and the ability to leverage data-driven insights to inform strategic decisions.
  • Strong leadership capabilities with a history of successfully leading cross-functional teams.
  • Passion for technology, e-commerce, and innovation, with a deep understanding of online marketplaces and customer behaviour.


To be considered for this opportunity apply within or contact Calum at Pivotal for a confidential discussion via email at

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