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- Tasks: Be the friendly face of Free Soul, helping customers with their queries and supporting exciting campaigns.
- Company: Join a purpose-driven organisation focused on women's wellbeing and empowerment.
- Benefits: Flexible hours, hybrid working, generous holiday, and free products to enjoy.
- Why this job: Make a real difference in women's lives while growing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for wellness; customer service experience is a plus.
- Other info: Enjoy a dog-friendly office and monthly team events!
The predicted salary is between 30000 - 42000 ÂŁ per year.
Customer Experience & CRM Executive – Free Soul
Wellbeing for being a woman. We’re Free Soul – wellbeing for her, however she defines it. Because no two experiences are ever the same, her path deserves to be as individual as she is.
As our Customer Experience & CRM Executive, you’ll be the first point of contact for our customers, responding to their queries with empathy, product knowledge, and efficiency across all platforms. You’ll also support the CRM team by bringing this customer closeness to campaign planning and execution, making sure our customer communications are relevant, interesting and look beautiful.
Responsibilities
- Respond to customer enquiries and support requests via email, social media channels, and direct messages (DMs), ensuring timely and accurate responses.
- Provide expert knowledge on our product range, including usage guidance and benefits.
- Manage order issues, returns, and complaints with a solution‑oriented mindset ensuring proper follow‑up and resolution.
- Collaborate with marketing, product, and operations teams to ensure a seamless customer journey.
- Support the CRM Manager with campaign planning and management – planning, briefing, testing and launching weekly campaigns.
- Track key CRM metrics (open rate, click‑through) and use findings to improve campaign strategy.
- Work with Brand & Community and Content & NPD teams to align CRM marketing with business goals.
Qualifications
- Outstanding written and verbal communication skills with strong attention to detail.
- Genuine interest in women’s health, wellness, and customer‑centric brand experiences.
- A calm, solutions‑focused approach, even when juggling multiple queries.
- Exceptional analytical skills with the ability to interpret data and drive insights.
- A quick learner, excited to try new things and learn about different areas of the business.
- Experience with customer service or CRM platforms would be beneficial.
What You’ll Thrive Here
- A self‑starter who loves taking initiative and ownership.
- Curious, commercially aware, and always looking for the “why”.
- Positive, energetic, and open to feedback – you see every challenge as a growth opportunity.
- Proud of what you do, seeing things through from concept to completion.
- Able to embrace challenges – setbacks aren’t failures, they’re lessons and a chance to gain experience.
- Passionate about a purpose‑driven organisation.
Benefits
- Core working hours 10:00‑16:00. Flexibility – adjust your schedule to fit your needs.
- Hybrid working: 3 days in the office per week.
- Work from anywhere for 2 weeks a year.
- 25 days holiday + bank holidays + birthday off.
- Enhanced Family Leave.
- Free Soul product pantry – access a variety of Free Soul products while working in the office.
- Monthly Free Soul essentials delivered to your home – for free!
- 30% friends and family discount.
- Dog‑friendly office.
- Pension plan.
- Access to Vitality health insurance.
- Monthly team socials, lunch & learns, and internal events.
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Customer Experience & CRM Executive employer: Free Soul
Contact Detail:
Free Soul Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & CRM Executive
✨Tip Number 1
Get to know the company inside out! Research Free Soul's values, products, and customer experience approach. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and empathetic is key. Role-play common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your solutions-focused mindset during interviews.
✨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 proactive and keen to join the Free Soul team!
We think you need these skills to ace Customer Experience & CRM Executive
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for women’s health and wellness. A touch of authenticity can make your application stand out.
Tailor Your Experience: Make sure to highlight any relevant experience you have in customer service or CRM platforms. We love seeing how your past roles have prepared you for this position, so connect the dots for us!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate attention to detail, so make sure your application is free from typos and grammatical errors. A well-structured application shows us you care!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Free Soul
✨Know Your Products Inside Out
Before the interview, make sure you’re familiar with Free Soul's product range. Understand the benefits and usage of each product so you can confidently answer customer queries. This will show your genuine interest in women’s health and wellness, which is key for this role.
✨Showcase Your Empathy
During the interview, demonstrate your ability to respond to customer enquiries with empathy. Share examples from your past experiences where you handled customer issues with a calm and solutions-focused approach. This will highlight your suitability for being the first point of contact for customers.
✨Be Data-Driven
Familiarise yourself with key CRM metrics like open rates and click-through rates. Be prepared to discuss how you would use data to improve campaign strategies. This shows that you’re not just about customer service but also understand the importance of analytics in driving customer engagement.
✨Embrace Challenges as Opportunities
Talk about how you view setbacks as learning experiences. Share specific instances where you turned a challenge into a success. This aligns perfectly with Free Soul’s values and shows that you’re a self-starter who thrives in a purpose-driven environment.
