Customer Experience Manager | Scaling Food Delivery Business | Remote

Customer Experience Manager | Scaling Food Delivery Business | Remote

Client:

Harmonic is thrilled to be working exclusively with one of the UK\’s most exciting emerging F&B brands, already establishing themselves as the leading brand in their category, having sold millions of their products already. The brand has captured the nation’s attention through its fun and exciting products and also an extremely compelling back story of how the company started out and has since become one of the fastest growing businesses in 2024.

You may have seen this brand on LinkedIn, Tik Tok and Instagram due to their strong online presence. The company has worked with famous footballers and celebrities such as Chunkz and Molly Mae. The company have also won multiple awards recently acknowledging both the products and the founder’s entrepreneurship. The company is growing rapidly and has an increased customer base which is why they are looking for a motivated CRM & Retention Manager.

Role:

Our client is looking for an incredibly motivated and energetic Customer Experience Manager who will help elevate the customer experience team. This role is good for someone who is data-led, structured and has a passion for analysis and problem solving.

Key Responsibilities:

• Contribute to improving day-to-day processes that impact customer service efficiency, suggesting hands-on solutions that don’t require system changes.

• Work closely with other team members to help map out customer touchpoints and identify areas where the experience can be improved, ensuring smooth and seamless interactions.

• Collect feedback from customers via surveys, direct conversations, or follow-up communications.

• Take responsibility for customer support leadership serving as a subject matter expert and troubleshooting any operational issues.

• Ensure that satisfaction levels are consistently maintained or improved by responding to customer feedback and making small adjustments where needed.

• Assist in training new customer service team members, providing guidance on best practices and procedures.

• Assist in developing and implementing small-scale customer experience initiatives aimed at improving service quality or resolving recurring issues.

• Keep up to date with the D2C sector to understand best practices and using this to enhance strategies and decision making.

What our client would like to see (essential):

• At least 1-2 years of experience managing a customer experience or customer care team.

• Strong knowledge of Zendesk.

• Experience working with DPD.

• An excellent understanding of customer experience within a D2C environment.

• A passion for analytics, testing and optimisation.

• Proven ability to deliver effective onboarding and continuous training programs for improvement and success.

• Excellent analytical and problem-solving abilities.

What we would like to see (non-essential):

• Experience within a startup.

• Specific Food Delivery/D2C/Ecommerce/Grocery retail industry experience.

Salary: £40,000 – £45,000

Location: Remote

Please contact Lidia for more details on lidia.burrows@harmonicoperations.com

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.