At a Glance
- Tasks: Lead the customer journey and enhance every interaction for a memorable experience.
- Company: Fast-growing DTC British lifestyle brand with a strong social impact mission.
- Benefits: Up to £60,000 salary, 10% bonus, and flexible office days.
- Other info: Opportunity to build a CX function from scratch and drive measurable growth.
- Why this job: Shape customer loyalty and operational performance in a collaborative team.
- Qualifications: Strong background in customer experience within a DTC brand and leadership skills.
The predicted salary is between 60000 - 60000 € per year.
Our client is a fast-growth DTC British lifestyle brand blending creativity with commercial ambition. With a strong social impact mission at its heart, the business is scaling thoughtfully and wants every customer interaction to feel personal, seamless and memorable. This is an opportunity to join a collaborative team where kindness, ownership and high standards matter, and where your work will directly influence customer loyalty, operational performance and long-term growth.
This newly-created Customer Experience Lead role will shape the full customer journey, ensuring every touchpoint from purchase to aftercare reflects the quality, care and attention customers expect. It will suit someone who combines commercial thinking with empathy, enjoys improving systems as much as outcomes, and wants to turn customer insight into measurable growth.
Role Highlights
- Own the end-to-end customer journey across ordering, fulfilment, delivery and aftercare
- Lead customer support strategy, service standards and day-to-day team performance
- Improve help content, FAQs and self-serve journeys to reduce avoidable contact
- Partner with eCommerce, product and operations teams to remove friction points
- Build clear CX reporting across service, satisfaction, returns and repeat purchase trends
You Will Need
- Strong customer experience background within a DTC brand - essential
- Experience working with smaller consumer goods at scale
- Ability to operate both strategically and autonomously
- Experience leading CX teams
- Commercial and growth mindset with a focus on retention and repeat purchase
- Experience building a CX function from scratch would be a bonus
- Experience working with multiple markets
Tools: Gorgias, Shopify, AI
Apply now or send your CV to us. Due to a high number of applicants, we are only able to respond to successful candidates.
Customer Experience Lead in Stoke-on-Trent employer: 3Search
Join a dynamic and fast-growing DTC lifestyle brand in Hertfordshire, where your role as Customer Experience Lead will be pivotal in shaping memorable customer interactions. With a strong emphasis on kindness, ownership, and high standards, the company fosters a collaborative work culture that prioritises employee growth and offers a competitive salary alongside a bonus structure. This is an exciting opportunity to make a meaningful impact while working in a supportive environment that values creativity and social responsibility.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at DTC brands. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your customer experience achievements. This will help you stand out during interviews and showcase your impact.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on how you've improved customer journeys and driven growth in past roles.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to reflect your passion for customer experience and the brand's mission.
We think you need these skills to ace Customer Experience Lead in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Experience Lead role. Highlight your experience in DTC brands and any relevant achievements that showcase your ability to enhance customer journeys.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer experience. Share specific examples of how you've improved systems or outcomes in previous roles, and show us your commercial mindset.
Showcase Your Empathy:In your application, let your personality shine through! We want to see your empathetic side, so share stories that demonstrate your understanding of customer needs and how you've addressed them.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at 3Search
✨Know the Brand Inside Out
Before your interview, dive deep into the brand's mission and values. Understand their products and how they position themselves in the market. This will not only show your genuine interest but also help you align your answers with their ethos.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your experience in enhancing customer journeys. Think about specific instances where you've improved customer satisfaction or streamlined processes. This is your chance to demonstrate how your empathy and commercial thinking can drive results.
✨Be Ready to Discuss Metrics
Since this role focuses on measurable growth, be prepared to talk about key performance indicators you've worked with. Whether it's customer retention rates or satisfaction scores, having data to back up your achievements will impress the interviewers.
✨Collaborative Spirit is Key
This role involves working closely with various teams. Share experiences where you've successfully collaborated with others, especially in a fast-paced environment. Highlight your ability to build relationships and remove friction points, as this aligns perfectly with the company's goals.
