Absolute Collagen
Customer Experience Executive
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Customer Experience Executive
Customer Experience Executive – Absolute Collagen
Company Overview
Absolute Collagen is the UK’s leading liquid collagen brand, operating at the intersection of beauty, wellness, and nutrition. Built around a subscription-first model and a highly engaged customer community, the business focuses on delivering exceptional customer experiences that drive loyalty, retention, and advocacy.
As the business scales, customer experience is becoming a strategic priority. By combining customer-first thinking with AI, automation, and self-service capabilities, Absolute Collagen is investing in smarter models to support customers while maintaining the brand’s personal and trusted experience.
Why This Role Exists
This role is dedicated to improving and optimising the end-to-end customer experience through:
- Knowledge management
- AI-powered support solutions
- Self-service content
The Customer Experience Executive will be pivotal in helping Absolute Collagen achieve its 50% ticket deflection and automation goal by building and maintaining a robust customer knowledge ecosystem.
The role will collaboratively engage with Customer Services, Product, Marketing, Brand, and Technology teams to ensure clear, consistent, and accurate customer communications.
Successful candidates will also influence future customer experience initiatives, support new product launches, and contribute to continuous improvement projects that enhance customer satisfaction and operational efficiency.
Role Impact
- Build a best-in-class knowledge experience by developing a customer-centric knowledge base for self-service, advisors, and AI support tools.
- Drive customer self-service and automation through high-quality support content, automation improvements, and optimised customer journeys.
- Enhance AI-powered customer support by continuously improving AI knowledge, conversational flows, and automation performance.
- Turn customer insights into action via trend analysis, behavioural data, and the identification of improvement opportunities.
- Support business growth by acting as a key stakeholder during product launches, campaigns, and organisational changes.
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What Success Looks Like (12-Month Targets)
- Established and maintained a comprehensive customer knowledge base that empowers self-service, supports advisors, and aligns with AI-powered tools.
- Significantly contributed to the business’s goal of 50% ticket deflection through automation.
- Improved self-service resolution rates via clear, customer-friendly support content.
- Enhanced AI quality scores through continuous optimisation of knowledge content and conversational flows.
- Developed robust reporting frameworks to measure and improve customer experience performance.
- Ensured customer support readiness during new product launches and business transitions.
- Built collaborative relationships across Product, Marketing, Brand, and Customer Services, positioning as a trusted partner in customer experience initiatives.
Key Responsibilities
Knowledge Base & Self-Service Management
- Develop, maintain, and optimise customer-facing knowledge base content.
- Create support materials aligned with Absolute Collagen’s brand tone of voice.
- Ensure accuracy, currency, and navigation ease in all knowledge resources.
- Identify content gaps and optimise self-service jourencies.
- Collaborate with Customer Services to reflect authentic customer needs.
- Support automation and ticket deflection goals through effective knowledge management.
AI & Automation Optimisation
- Train and optimise AI-powered customer support solutions.
- Monitor automation performance and identify improvements.
- Refine AI conversation flows for enhanced customer outcomes and quality scores.
- Establish best practices for AI-supported customer experiences.
- Assist in expanding automation and self-service capabilities.
Customer Insight & Performance Analysis
- Analyse customer conversations and support trends.
- Produce reports on knowledge base and AI performance.
- Deliver customer experience metrics for improvement initiatives.
- Use feedback and data to enhance customer journeys.
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Business Change & Project Support
- Support customer readiness for launches, campaigns, and transitional business changes.
- Assist in new product development from a customer experience (CX) perspective.
- Contribute to cross-organisational CX improvement projects.
- Ensure Customer Services readiness for new customer and operational propositions.
Stakeholder Collaboration
- Serve as a key CX contact for cross-functional projects.
- Communicate findings and recommendations clearly among stakeholders.
- Promote customer-first thinking throughout the organisation.
Experience & Capability
Essential Skills & Experience
- Experience in Customer Experience, Customer Service, or customer content-focused roles.
- Strong written communication and content creation capabilities.
- Knowledge of managing knowledge bases, help centres, or customer support content.
- Sharp organisation skills with a keen attention to detail.
- Proven ability to collaborate across functions and prioritize effectively.
- Customer-first mindset with a passion for driving customer satisfaction.
Desirable Attributes
- Experience with AI-powered customer support (e.g., chatbots).
- Background in e-commerce, subscription models, or direct-to-consumer businesses.
- Customer journey mapping and self-service optimisation expertise.
- Hands-on experience in product launches or customer-ready initiatives.
- Familiarity with customer service platforms (e.g., Gorgias).
Key Measures of Success
- Macro Usage % (knowledge base utilisation.)
- Knowledge Base Utilisation
- AI Quality Score
- Self-Service Resolution Rate
- Customer Satisfaction (CSAT)
- Content Coverage across customer queries.
- Reduction in Repeat Contacts
- Efficiency Improvements in Customer Services.
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