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Customer Experience Manager
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Customer Experience Manager | London, Hybrid | £45,000-£50,000 + Bonus
I'm partnering with a fast-growing international consumer brand looking to hire a Customer Experience Manager to take ownership of the end-to-end customer journey and help elevate the customer experience across all touchpoints.
This is a hands-on role, ideal for someone who enjoys solving customer problems, improving processes, and acting as the voice of the customer within a growing business.
What you'll be doing:
- Managing customer enquiries across email, live chat, and social channels
- Owning customer issues relating to orders, deliveries, returns, warranties, and products
- Monitoring customer reviews and driving customer satisfaction
- Identifying trends in customer feedback and recommending improvements
- Working closely with Operations, Logistics, and Commercial teams
- Improving support processes, workflows, and self-service resources
- Helping to build a best-in-class customer experience function
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What we're looking for:
- 3-5+ years' experience in Customer Experience, Customer Support, or Customer Success
- Experience within a DTC, eCommerce, or consumer-focused business
- Strong communication and problem-solving skills
- Experience with Zendesk, Gorgias, Intercom, or similar platforms
- Analytical mindset with a passion for continuous improvement
- Comfortable working in a fast-paced, growing environment
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What's on offer?
- £40,000-£50,000 base salary + bonus
- Strong progression opportunities
- Direct exposure to senior leadership
- Opportunity to shape and influence the customer experience strategy of a growing international brand
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