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- Tasks: Lead the customer experience journey and turn customers into loyal advocates.
- Company: Join Elizabeth Scarlett, a purpose-driven brand focused on joy and wildlife conservation.
- Benefits: Enjoy a competitive salary, hybrid work, generous holiday, and personal development budget.
- Other info: Be part of a team that values kindness, creativity, and conservation.
- Why this job: Make a real impact while working in a creative and collaborative environment.
- Qualifications: 3 years in customer experience, ideally in a fast-growing DTC brand.
The predicted salary is between 60000 - 66000 £ per year.
Create Joy. Protect Wildlife. Build for Growth. At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world’s most precious wildlife. By 2030, our goal is to contribute £2 million to conservation. As our next Customer Experience Lead, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world.
Salary: £60k + 10% performance bonus
Reporting to: Head of eCommerce
Location: London
Hybrid: 3 days per week in Potters Bar
Employment type: Full Time
Why this role matters: Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint. This role is your chance to:
- Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service.
- Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates.
- Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special.
What You’ll Be Responsible For:
- Own the End-to-End Customer Experience
- Be the Product Owner for all customer purchase journey, from onsite consideration to order placed, fulfilment, delivery, and aftercare.
- Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and communications, also managing communications around failed deliveries, delays, and exceptions.
- Ensure every customer touchpoint feels clear, thoughtful, and on-brand.
- Act as the internal voice of the customer, advocating for their experience.
- Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations.
- Customer Support & Service Excellence
- Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience.
- Line management of the Customer Service Team responsible for day-to-day execution.
- Partner closely with the Customer Service Team to develop and evolve service playbooks for all standard scenarios (delivery delays, product quality issues, returns and exchanges, personalisation requests).
- Improve macros, workflows, and AI guidance to increase quality, consistency, and deflection.
- Use customer service data and insight to identify recurring experience and operational issues, and drive root-cause resolution with eCommerce, Product, and Operations.
- Own readiness for peak trading periods, ensuring resourcing plans, escalation paths, and proactive customer communications are in place.
- Improve the Self-Serve Experience
- Own all customer-facing help content, including FAQs, Help centre articles and Order, delivery, and returns information.
- Ensure content is clear, up to date, and genuinely helpful while being aligned to brand tone and real customer questions.
- Use ticket data to continuously improve self-serve and deflect unnecessary contact.
- Turn CX Into a Growth & Retention Lever
- Identify repeat friction points and fix root causes across product, Website UX, Fulfilment & Policies.
- Partner with eCommerce, Product, and CRM to reduce contact rate per order, returns and exchanges while improving repeat purchase and NPS.
- Feed CX insight directly into CRM flows, onsite messaging, and product decisions.
- CX Metrics, Insight & Reporting
- Own CX KPIs including: CSAT / NPS, First response & resolution times, Contact rate per order, Cost per Contact, Returns reasons and trends.
- Build insights reporting that surfaces themes and causes, not just volumes.
Who we are looking for:
Mindset: Analytical and data-driven, but with strong creative judgment. Curious and proactive in identifying growth opportunities. Entrepreneurial — thrives in autonomy and takes ownership for outcomes.
Must-have skills: Deep experience within the Shopify ecosystem. Experience building and executing Customer Experience tools and systems. Ability to directly communicate with customers.
Nice-to-have skills: Experience with Gorgias, Loop Returns and similar. Experience managing customer communications when issues arise.
Experience: 3 years building Customer Experience ideally within a fast-growing DTC brand.
Culture fit: Kind, collaborative and uplifting. Entrepreneurial and action-oriented. Excited to join a brand with purpose — blending creativity, commerciality, and conservation.
What we offer:
- Salary and bonus: £60k + 10% performance bonus.
- Flexibility and time: Hybrid working (3 days in-office), 24 days holiday plus bank holidays.
- Personal development: Annual L&D budget (3% of salary), Annual summer retreat (e.g. 42 Acres in Somerset).
- Team perks: £500 ES products per year plus 60% team discount, 25% friends and family discount code.
- Impact and ownership: A pivotal role within our D2C Growth Team to drive revenue globally. Direct contribution to our £2M conservation mission.
Our hiring process:
- [Virtual] Values / Mission Stage (Phone call), with People Manager.
- [Virtual] Role Skills Stage with Hiring Manager, with Head of eCommerce.
- [Virtual] Task presentation.
- [In person] Culture interview with team members + a catch up with our CEO.
Ready to join a purpose-driven brand and help us scale joy and conservation impact? Apply now and bring your talent to Elizabeth Scarlett.
Customer Experience Lead employer: Elizabethscarlett
Contact Detail:
Elizabethscarlett Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead
✨Tip Number 1
Get to know the company inside out! Research Elizabeth Scarlett's mission, values, and recent projects. This will help you connect your experience with their goals during interviews.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Experience Lead role.
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer experience. Think about how you can showcase your analytical skills and creativity in real-life scenarios.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Elizabeth Scarlett team.
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role and our mission shine through. We want to see how much you care about creating joy and protecting wildlife, so don’t hold back!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer experience. We love seeing how your skills align with what we’re looking for, so be specific about your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to understand your qualifications and why you’d be a great fit for the team.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our community!
How to prepare for a job interview at Elizabethscarlett
✨Understand the Brand's Mission
Before your interview, dive deep into Elizabeth Scarlett's mission of creating joy and protecting wildlife. Familiarise yourself with their products and how they contribute to conservation. This will not only show your genuine interest but also help you align your answers with their values.
✨Prepare for Customer Experience Scenarios
Think about specific examples from your past experience that demonstrate your ability to enhance customer journeys. Be ready to discuss how you've turned customer feedback into actionable improvements, as this role is all about owning the end-to-end customer experience.
✨Showcase Your Analytical Skills
Since the role requires a data-driven mindset, prepare to discuss how you've used metrics to drive customer experience improvements. Bring examples of KPIs you've managed, like CSAT or NPS, and how you've leveraged insights to make impactful changes.
✨Emphasise Collaboration and Kindness
Elizabeth Scarlett values a kind and collaborative culture. Be prepared to share experiences where you've worked cross-functionally to solve problems or improve processes. Highlight your ability to advocate for customers while fostering teamwork and positivity.