Customer Experience Manager

Job Title: Customer Experience (CX) Manager

About Us:

Calo is an innovative food tech startup that operates across four GCC countries and has recently launched in the UK. With more than 1000 employees, we are committed to providing our customers with healthy, high-quality meals, and our mission is to enhance their overall experience from first contact through to meal delivery. As part of our ongoing expansion in the UK, we are seeking a Customer Experience Manager to help us deliver exceptional service and drive customer satisfaction.

Role Overview:

As the Customer Experience Manager, you will be at the forefront of ensuring that our customers have an outstanding experience with Calo. You will be responsible for gathering and analysing customer feedback, ensuring that issues are addressed quickly, and working closely with the local team to implement improvements. Your role will be key to enhancing customer loyalty and helping Calo grow within the UK market.

Key Responsibilities:

• Customer Experience Strategy:
• Develop and implement a customer experience strategy tailored to the UK market with the support of the central CX team
• Ensure all customer touchpoints (website, app, delivery, etc.) provide a seamless and positive experience.
• Feedback Collection & Analysis:
• Proactively collect customer feedback through surveys, calls, and direct communication.
• Analyse feedback to identify patterns, pain points, and opportunities for improvement.
• Collaboration with Teams:
• Share key insights and actionable feedback with the operations, marketing, and product teams.
• Work closely with both local and central team to ensure improvements are made based on customer feedback and to maintain high service standards.
• Customer Support & Issue Resolution:
• Act as a point of escalation for customer issues, ensuring quick resolution and follow-up.
• Maintain a proactive approach to resolving potential problems before they escalate.
• Customer Loyalty & Retention:
• Create strategies to increase customer loyalty, engagement, and repeat business.
• Implement initiatives to improve customer satisfaction and reduce churn.
• Reporting & Performance Metrics:
• Monitor and report on key CX metrics, such as Net Promoter Score (NPS), customer satisfaction ratings, and retention rates.
• Present regular CX performance reports to senior management with actionable recommendations.

Qualifications & Skills:

• Proven experience in customer experience management, customer service, or similar roles (preferably in a tech or food-related industry).
• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal teams.
• Excellent problem-solving skills, with the ability to think critically and take proactive action.
• Experience with customer feedback tools and platforms (e.g., surveys, CRM systems).
• Passionate about delivering exceptional customer service and continuously improving processes.
• Strong organisational skills, with the ability to manage multiple tasks and priorities.
• Fluency in English

Why Calo?

• Join a fast-growing, innovative company at the cutting edge of the food tech industry.
• Opportunity to make a real impact on customer satisfaction in a new market.
• Competitive salary and benefits package.
• Work with a dynamic and supportive team, passionate about healthy living and customer success.

Perks of the Role:

• The opportunity to build something extraordinary from the ground up.
• Access to our mouth-watering meal subscriptions with Calo Meal Credits.
• Competitive salary, benefits, and stock options.
• Work alongside passionate and driven colleagues in a culture that fosters growth.
• 25 days of holiday plus Bank Holidays. After your third year, you will accumulate an additional day each year you are with the business (capped at 27 days).
• Hybrid working – Home/SW6 1AH, with 10 days required in the office per month. Thursday is the only mandatory day in-office, and the rest is up to you.
• Cycle-to-work scheme.
• Office employees may work remotely from an international location for up to three weeks per year (time zone dependent, must be taken in full weeks).
• Cash bonus if you complete 50 workouts in a quarter.
• Free fully equipped gym on-site.
• Subsidised class pass membership.
• Monthly team learnings and courses for upskilling throughout the year.

Our Process, Once You Apply

We believe the standard interview process – including ours – is wild. You are making a life-changing decision after only a few hours of interaction with us and our team. Therefore, we prioritise transparency and encourage any and all questions throughout the process. Our aim is to ensure that you can help us succeed, and we can help you succeed – all while having fun along the way.

• Short phone call to assess basic fit (5 minutes): A brief call to evaluate initial compatibility.
• Experience and performance interview (60 minutes): This interview is with the CEO and/or your manager, where we assess your core competencies and relevant experience.
• Task: The complexity of the task will align with the salary level you’re being considered for; more senior candidates should expect a more involved task. This is our opportunity to collaborate on a small scale.
• The task will be paid for based on the scope and time required. We will pay market rate for your work, regardless of the outcome.
• Culture fit interview (90 minutes): This interview is with your broader team, without the CEO or your manager. At this stage, you will also be shown the office space and your future desk.
• Phone call with a former staff member (15 minutes): This call will be with the person you are replacing or, if no direct predecessor exists, with a former team member from the department you’ll be joining. This is your chance to ask why they left and any other questions you may have.