Global Customer Experience Manager - Remote in Manchester

About BABYBOO

BABYBOO is a rapidly scaling Australian fashion eCommerce brand, shipping statement pieces around the world. We exist to empower women to look and feel incredible for their most special moments – from first click to final wear. We move fast, we back our ideas with data, and we’re obsessed with our customer. With a strong foothold in Australia, the USA, UK and Europe, we’re building a global brand with a loyal, hype-driven community at the core.

The Opportunity

We are looking for a commercially minded and customer-obsessed Global Customer Experience Manager to lead and evolve the customer experience strategy across our global markets. This role is responsible for shaping a best-in-class end-to-end customer journey, driving customer-centric decision making across the business, and leading high-performing CX teams across multiple regions. The successful candidate will combine deep analytical capability with strong leadership and stakeholder influence, using customer insight, technology, automation, and AI-driven solutions to improve operational performance, customer satisfaction, retention, and long-term brand loyalty.

You will:

• Lead and execute the global customer experience strategy, ensuring alignment with brand vision, commercial goals, and customer expectations across all markets.
• Drive a customer-first culture across the organisation by embedding customer insight into business decision-making and operational processes.
• Analyse customer feedback, CSAT (customer satisfactory score), NPS (net promoter score), contact drivers, social sentiment, and operational data to identify trends, pain points, and improvement opportunities.
• Partner closely with cross-functional teams including Digital, Marketing, Product, Operations, and Logistics to improve the end-to-end customer journey.
• Own and optimise CX performance metrics including contact ratio, response times, resolution quality, customer satisfaction, and retention outcomes.
• Lead, mentor, and develop global customer experience teams across multiple markets, including onshore, offshore, and BPO (Business Process Outsourcing) partners.
• Develop workforce planning and resource strategies that support scalability, efficiency, and service excellence as the business grows globally.
• Oversee the CX technology and automation roadmap, including platforms such as Gorgias, AI tools, self-service solutions, and workflow automation initiatives.
• Deliver strategic reporting and actionable insights to senior leadership, linking customer experience performance to commercial impact and business growth.
• Continuously identify opportunities to innovate, streamline processes, and proactively improve the customer experience before issues escalate.

You are:

• Extensive experience in a senior Customer Experience leadership role within eCommerce, fashion, beauty, retail, or a high-growth consumer brand.
• Proven success developing and executing CX strategies that drive measurable customer satisfaction, loyalty, and commercial outcomes.
• Proven analytical and problem-solving skills, with the ability to interpret complex data and translate insights into actionable business recommendations.
• Excellent commercial acumen with a strong understanding of how customer experience impacts revenue, retention, operational efficiency, and brand perception.
• Demonstrated experience managing and developing high-performing teams across multiple markets, regions, or time zones.
• Proven stakeholder management and influencing skills, with the ability to collaborate effectively across all levels of the business.
• Deep understanding of CX platforms, customer service technologies, automation, and AI-driven customer support solutions.
• Highly proactive and strategic mindset, with the ability to anticipate challenges and implement scalable solutions.
• Exceptional communication and presentation skills, with confidence engaging senior leadership and cross-functional teams.

Why You’ll Love Working At BABYBOO

• Real impact: this role has a direct line to our customer, our community and our revenue.
• Growth: we’re on a serious upward trajectory – there’s room to grow your remit as we scale globally.
• Perks: birthday annual leave, parental leave, masterclass subscription, access to BABYBOO Thrive Program providing unique experiences to support our teams physical and mental wellness, 40% staff discount, clothing allowance for three events a year.
• Team: a high-energy, supportive team who care about doing great work and having fun along the way.