Job Title: Digital Platforms Customer Experience Executive
Location: Hemel Hempstead – Hybrid
Job Length: FTC, 12 months maternity cover
Competitive Salary with extensive benefits
- Monthly product allowance – alcoholic & non-alcoholic options available
- Private Medical options
- Life Assurance Company bonus scheme
- Access to 24/7 GP services
- Enhanced pension contribution
- Generous holiday (incl. bank holidays)
- Access to a range of high street discounts
Job Overview
We’re seeking a hands‑on, organised and digitally confident executive to support the day‑to‑day running of our B2B e‑commerce platforms during a period of maternity cover. This role plays a key part in ensuring our platforms run smoothly, with a strong emphasis on website issue resolution, digital project support and customer experience. You will act as a central point for responding to order & account queries, troubleshooting and coordinating fixes for website‑related issues, while also supporting digital improvements and ongoing platform activity across Sensational Drinks and At Your Convenience. You’ll work closely with a digital team, commercial teams and external suppliers to ensure issues are resolved efficiently, digital projects are supported effectively, and customers have a positive experience when using our platforms.
Key Responsibilities
- Investigate, log and triage digital issues, working with internal teams and external suppliers to drive timely resolution.
- Troubleshoot issues and provide clear guidance to customers, ensuring a positive and professional experience.
- Work closely with customer operations, field teams and digital colleagues to ensure joined‑up issue resolution.
- Own the first‑line response to website bugs, ordering issues and user experience problems across both B2B platforms.
- Feed customer insights back into digital and operational improvements.
- Support the operational setup and maintenance of on‑site promotions and wholesale offers across platforms.
- Support basic data quality and data cleansing tasks using Excel where required.
- Support the delivery of digital projects and website improvements through testing, coordination and feedback gathering.
- Maintain clear documentation of issues, resolutions and known workarounds to improve operational efficiency.
Requirements
- Confident communicator with a customer‑first mindset.
- Experience in customer support, e‑commerce or digital marketing (commercial or operational focus).
- Confidence working with websites.
- Strong problem‑solving skills with the ability to investigate issues methodically.
- Well organised, detail‑oriented and able to manage competing priorities.
- Basic Excel skills and comfort working with data (desirable, not essential).
- Digital or marketing qualifications or certifications advantageous but relevant experience in digital, e‑commerce valued over formal qualifications.
Our commitment to diversity, equity and inclusion
We welcome applications from people of all backgrounds, identities, and experiences – including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.
We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please let us know if you require any adjustments during the recruitment process.
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