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- Tasks: Lead the customer experience journey, ensuring joy and clarity at every touchpoint.
- Company: Elizabeth Scarlett, a purpose-driven brand protecting wildlife while creating joyful living.
- Benefits: £60k salary, 10% performance bonus, hybrid work, and 24 days holiday.
- Other info: Join a kind, collaborative team focused on creativity and growth.
- Why this job: Shape a meaningful customer experience and make a real impact on conservation efforts.
- Qualifications: 3 years in customer experience, analytical mindset, and Shopify expertise.
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 → order placed → fulfilment → delivery → aftercare.
- Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and communications.
- 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.
- 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.
- 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.
Customer Experience Lead in London employer: Elizabethscarlett
Contact Detail:
Elizabethscarlett Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Show them you’re not just another candidate, but someone who truly aligns with their mission of joy and conservation.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience can enhance their customer journey. Make it clear why you’re the perfect fit for the Customer Experience Lead role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Customer Experience Lead in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer experience shine through. We want to see how much you care about creating joy and protecting wildlife, so share your personal connection to our mission!
Tailor Your Experience: Make sure to highlight your relevant experience in customer experience roles, especially within the Shopify ecosystem. We’re looking for specific examples of how you've turned customer insights into actionable improvements.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Customer Experience Lead role at Elizabeth Scarlett.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to join our team.
How to prepare for a job interview at Elizabethscarlett
✨Know the Brand Inside Out
Before your interview, dive deep into Elizabeth Scarlett's mission and values. Understand how they create joy and protect wildlife. This will help you align your answers with their purpose-led approach and show that you're genuinely interested in contributing to their goals.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've successfully improved customer experience. Highlight specific strategies you've implemented that turned first-time customers into loyal advocates. This will demonstrate your ability to own and shape the end-to-end customer journey.
✨Be Data-Driven Yet Creative
Since the role requires an analytical mindset, come prepared with insights or metrics from previous roles that showcase your impact on customer experience. Balance this with creative solutions you've proposed or executed, showing that you can think outside the box while still being data-driven.
✨Prepare for Scenario-Based Questions
Expect questions about handling customer service challenges, such as delivery delays or product quality issues. Think through how you would develop service playbooks or improve self-serve content. This will illustrate your proactive approach and readiness to tackle real-world problems.