LUNA & me
Customer Experience Manager
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Customer Experience Manager - LUNA & me
Beaminster, West Dorset · Full Time · Office Based · £35,000–£38,000 depending on experience
The animals come first. That's the whole strategy.
LUNA & me is the highest-rated fresh pet food company in the United Kingdom. Ten years old. Family-owned. Built one customer at a time, through word of mouth, on a standard that has never slipped.
The business is growing, and this role grows with it.
Our customers trust us with the animals they love. Every message we send, every call we take, every problem we solve - someone’s dog or cat is at the heart of it. That is where you come in.
The role
We are looking for a Customer Experience Manager to own the daily running of our customer care.
This is a hands-on role in a small team. You will answer customers yourself, by email and by phone, and you will lead the people alongside you by example, because here the manager is the best practitioner in the room, not a name on an org chart.
You will handle the conversations that need a manager: the worried customer, the complaint, the moment where composure and warmth decide whether someone stays with us for life. You will coach your team to the same standard. And you will not be starting from scratch; this is an established business that knows exactly how it wants its customers looked after. You'll know what excellent looks like from your first week. Your job is to deliver it every day, without exception.
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This role needs a professional
Plenty of people have done customer service. Far fewer are customer service professionals. The difference matters here, so let us be precise about it.
A professional has been trained in this work, not just exposed to it. You know the difference between resolving a complaint and paying it to go away. You know why a public review response is written for the thousand people who will read it, not the one person who wrote it. You have handled customers who were wrong, upset, and loud about it, and the outcome protected both the relationship and the business. You have coached others to do the same.
If you read that paragraph and recognized your own training, this role is for you. If you read it and thought "I'm sure I could pick that up" - it isn't.
What we need from you
- A track record managing or leading customer service in a professional, structured environment - where quality was measured, and standards were real
- Excellent written English. Every customer touchpoint here is written, considered, and held to a high standard
- Calm authority on the telephone and in difficult conversations - warmth and firmness at the same time
- Pride in doing things properly, and the professionalism to hold a standard you didn't invent
- Within commuting distance of Beaminster, or ready to be. Office-based, Monday to Friday, 8.00–16.30
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Pet food experience is not required. The category can be learned. The professional discipline cannot - you either have it, or you don't yet.
What this is not
- This is not hybrid, and it is not remote. The team is in the building, and so is the standard.
- This is not a strategy role. It is a doing role for someone who is brilliant at doing.
- And it is not a place where "good enough" survives. We take our customers' trust seriously, and so will you.
How we hire
Send your CV and a covering letter to lauren@lunaandme.com. The covering letter matters - tell us why this role, not a role. We read every letter as a piece of written work, because in this job, that is exactly what your work will be.
Shortlisted candidates complete a short written assessment before interview: two real customer scenarios, answered as you would answer them in the role. If you are the professional we have described, you will enjoy it.
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