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Customer Experience Manager
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Who are Olivia’s?
Olivia’s is a premium online destination that curates luxury furniture and stylish home décor from leading designer brands. Our mission is to make every home exceptional, combining beautiful aesthetics with a seamless digital experience. We’re a fast-paced, growing business passionate about delivering outstanding style and service.
What are we recruiting for?
We are seeking an experienced and commercially minded Customer Experience Manager to lead our operational functions. This role is responsible for ensuring operational efficiency, cost control, and a consistently exceptional customer journey across customer service, procurement, and logistics.
What will you be doing?
You will be the go-to person for escalations, operational issues, strategic improvements, and cross-functional coordination. Reporting directly to the Managing Director, you will play a key role in shaping scalable processes, enhancing the brand tone of voice, and leveraging AI and automation to drive efficiency.
Key Responsibilities:
Customer Experience
- Oversee and develop the customer service team to deliver exceptional, brand-aligned customer interactions.
- Own customer escalations and complex issues, ensuring timely and satisfactory resolution.
- Elevate and refine Olivia’s tone of voice across all customer touchpoints.
- Analyse customer feedback, reviews, and service metrics to identify trends and implement improvements.
- Implement and optimise AI chatbots and automation tools to improve response times, consistency, and cost efficiency.
- Drive revenue growth through the customer service team by identifying upsell and cross-sell opportunities, improving conversion from inbound enquiries, and embedding a sales-focused mindset within customer interactions.
- Establish and track KPIs.
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Logistics & Supply Chain
- Work closely with the Warehouse Manager/Supervisor to improve productivity and efficiency.
- Develop and refine operational processes to support scale and growth.
- Ensure strong communication between customer service and warehouse teams to prevent and resolve issues quickly.
- Work closely with the Procurement Lead to ensure cost-effective purchasing and reliable supply.
- Review supplier & courier performance, negotiate where appropriate, and identify cost-saving opportunities.
Process Improvement & Cost Optimisation
- Conduct regular reviews of processes and expenditure across operations and customer experience.
- Identify inefficiencies and implement structured improvements.
- Leverage technology, AI tools, and automation to increase productivity and reduce operational costs.
- Build scalable systems and documentation to support future growth.
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What will you bring to the party?
- Proven experience managing customer service teams and warehouse/operational functions.
- Strong understanding of e-commerce customer journeys and best-in-class CX practices.
- Experience implementing or optimising AI chatbots and automation tools.
- Demonstrated ability to improve operational efficiency and reduce costs.
- Strong commercial awareness and data-driven decision-making skills.
- Confident handling of escalations and sensitive customer issues.
- Excellent communication skills with the ability to maintain and elevate the brand tone of voice.
- Experience managing budgets and reviewing expenditure.
- Strong organisational skills and the ability to prioritise in a fast-paced environment.
What are we offering?
- This role offers an exciting opportunity to join a high-paced, fast-growth business with an enviable team of successful investors and backers.
- You will gain valuable experience working with an experienced team.
- Remote-friendly and flexible work environment - up to 3 days in the office per week
- Up to £40,000 DOE
- We have a great team, a friendly, welcoming environment, and a very positive can-do culture.
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