Head of Customer Experience Customer Success · United Kingdom · in London

A Head of Customer Experience to rebuild our customer journey from the ground up. Our support team has long delivered friendly, timely responses, and now we want to evolve CX into a strategic engine - boosting retention, generating insights for marketing and product, implementing AI and automation, and creating a brand experience that truly connects with customers. You will lead and structure a growing team, set new standards of excellence, unlock value from customer data, and create programs that drive loyalty and lifetime value.

If you’ve led CX at a fast-growing ecommerce brand, built systems, and turned customer interactions into business results, we want to hear from you.

WHO WE ACTUALLY NEED (and who we don’t)

• This is not for someone who:

• Wants a side hustle or is juggling freelance work.
• Has only handled basic help desk support or focused on response time metrics.
• Manages, waits, reacts, or needs step by step instructions.
• Wants to maintain what already exists instead of building something better.

• Has 5+ years leading Customer Experience or CX Operations for fast growing ecommerce brands, ideally between 20M and 100M in revenue.
• Has built or transformed CX teams, systems, and processes, not just managed day to day support.
• Can design customer journeys, improve retention, and implement automation that reduces friction.
• Has run Voice of Customer programs and knows how to turn customer insights into better products, stronger content, and improved marketing.
• Is confident with data, able to build dashboards, and comfortable working with metrics like NPS, CSAT, LTV, retention, response times, resolution, cohorts, and churn signals.
• Has collaborated across marketing, product, and operations to reduce refunds, fix funnel issues, and increase repeat purchase behavior.
• Is tech savvy and fluent with tools like Richpanel, Shopify, Klaviyo, Zapier, Make, Postscript, and review platforms like Okendo and TrustPilot.
• Knows how to build strong knowledge bases and self service systems that reduce ticket volume and boost customer satisfaction.
• Understands the difference between support and experience, and designs systems that prevent issues rather than just react to them.
• Can coach, elevate, and structure a global team, including introducing pods or specialization when needed.
• Communicates clearly and brings alignment across departments.
• Thrives in a builder environment, takes ownership, and brings new ideas and solutions forward.
• Is strategic but also hands on, able to design systems and actually implement them.
• Is analytical, curious about customer behavior, and motivated by solving root problems.
• Understands retention, loyalty, and the full customer lifecycle.
• Operates with a builder mindset, always creating, upgrading, and improving.

WHAT YOU'LL BE DOING

• Team leadership

• Lead, coach, and develop a team of CX specialists.
• Introduce team structure such as support pods for basic support, sleep success, data, and retention.
• Build clear SOPs, quality guidelines, and performance expectations for the team.
• Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints.
• Ensure every interaction reflects the brand personality and voice.

• Implement automation and AI tools that improve speed, personalization, and consistency.
• Build a complete knowledge base and self service experience that cuts down repetitive tickets.
• Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV.
• Create customer journeys across email, chat, social channels, and other touchpoints.
• Improve personalization using purchase history, customer data, and zero party data.
• Track and improve the full customer journey, not just the support inbox.
• Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels.
• Define how customers should feel when they interact with Manta Sleep and uphold that standard.

• Gather feedback from support, reviews, social, surveys, and DMs.
• Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging.
• Present regular data findings to marketing, product, and leadership with clear next steps.
• Work with marketing on retention campaigns, loyalty flows, and customer community building.
• Partner with product to address recurring issues, product quality concerns, and new product opportunities.
• Collaborate with social media to ensure customer questions are handled quickly and consistently.
• Make CX a core input into product and marketing decisions.

• Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more.
• Set new quality standards and KPIs based on industry best practice.

WHAT YOU GET

• Bonus Program - Paid quarterly to the entire team when we hit our objectives.
• Fully remote with async flexibility.
• Unlimited vacation and sick leave days.
• Paid courses, coaching, and personal growth budget to help you level up.
• We trust you to own your work and drive results.

HOW WE HIRE

We believe in being clear and respectful of your time. Here’s exactly what to expect:

• Application form: a few short questions and mini tasks to get a feel for your thinking.
• HR Screening interview: This is a 30 - 45 minute interview to determine initial culture and role fit.
• Technical Interview: a 60-minute conversation with the hiring manager to dig deeper into your experience, mindset, and fit.
• Paid test assignment: a realistic task (2–3 days to complete) that reflects the kind of work you’d actually do here.
• Final Interview: Usually with our CEO, as a final seal of approval.
• Offer + onboarding: if it’s a match, we move quickly.
• If we’ve interviewed you, we won’t ghost you.
• No five-round interview circus.
• Just a fair, focused process designed to find the right fit for both sides.