Customer Experience Manager

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

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

What's on offer?

• 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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