Customer Experience Manager

Founded in 1991 by registered osteopath Alison Astill-Smith, Metabolics is a GMP-certified, ISO 9001/14001 accredited supplement brand manufactured in a Wiltshire cleanroom. With over 300 SKUs, no binders or fillers, and a practitioner-grade commitment to quality, we serve both direct-to-consumer and professional B2B channels across the UK. Today, the business is headed up by Alison’s son Adam. Trained as an engineer, he brings the same instincts that make good engineering – precision, a commitment to understanding how things work, and a refusal to do things expediently when doing them properly is possible. We are at an inflection point – scaling our DTC operation, integrating AI into how we serve customers, and building a practitioner community that drives long‑term brand credibility. This role sits at the heart of that ambition.

The Opportunity

We are looking for a Head of Customer Experience to lead, quality‑manage and continuously improve direct consumer interactions at Metabolics – while also playing an active role in building our practitioner community. This is a senior, player‑coach position for someone equally comfortable resolving a complex customer complaint, attending a nutrition industry event, and configuring an AI workflow in our CRM. In a health and wellness brand like Metabolics, every customer interaction is also an expression of trust. This role protects and deepens that trust at scale.

What You Will Do

• Lead Direct Consumer Interactions (Afternoons Primary)
  • Lead inbound consumer and practitioner calls during afternoons.
  • Be the escalation point for all complex, sensitive or complaint calls regardless of time of day.
  • Take end‑to‑end ownership of all formal complaints – from first contact through to resolution and logging.
  • Manage the adverse reactions and supplement safety process in line with Metabolics SOP, escalating to QA as required.
  • Authorise refunds, replacements and goodwill gestures outside standard policy.
  • Retain at‑risk subscribers – identify through Recharge data and intervene proactively.
• Practitioner Programme – Senior Oversight and Presence
  • Participate in the recruitment and onboarding of new practitioners alongside the marketing team.
  • Attend nutrition‑specific industry events and seminars as a brand representative.
  • Vet and approve new practitioner account applications – target 48‑hour turnaround.
  • Respond to complex practitioner enquiries about product protocols and formulations, escalating technical queries to QA.
  • Connect consumers with suitable practitioners for ongoing clinical support.
  • Support the customer service advisor in managing ongoing practitioner communications and outbound calls.
• AI, Automation and Process Ownership
  • Own and optimise all Gorgias configuration – macros, flows, routing rules, AI agent settings.
  • Audit AI‑generated responses weekly for accuracy, tone and brand voice.
  • Maintain the customer‑facing knowledge base across 300+ SKUs – keeping it current after every product change.
  • Write and own all team SOPs and process documentation – reviewed quarterly.
  • Identify and implement process improvements across the CS function, feeding findings back to ops and marketing.
• Reporting, Insight and Quality
  • Compile and deliver weekly CX performance dashboards (CRM analytics + Google Sheets).
  • Track CSAT, First Contact Resolution, response times and repeat contact rates.
  • Surface customer trends – product questions revealing content gaps, demand signals, formulation concerns.
  • Manage Feefo reviews – all responses signed off by you within 48 hours.
• Building the Practitioner Programme
  • Proactively recruit new practitioners – identifying, approaching and onboarding qualified practitioners across nutritional therapy, naturopathy, functional medicine and allied health disciplines.
  • Attend practitioner‑level events, conferences and seminars as a Metabolics brand representative – building relationships in person and generating warm leads for the programme.
  • Work closely with the marketing team to shape and develop the practitioner programme – contributing to the offer, the communication strategy, the onboarding experience and the ongoing value delivered to practitioner members.
  • Track new practitioner sign‑ups and programme engagement – reporting progress to marketing and contributing to targets for programme growth.
  • Act as the internal voice of the practitioner – feeding insight from practitioner conversations back into product development, marketing and operations.
• Team Leadership and Quality Management
  • Conduct weekly quality reviews of customer interactions – AI‑handled and human‑handled.
  • Provide monthly coaching and feedback to the CS team.
  • Own the team rota and absence cover – 8:30 am–5:00 pm phone coverage must be maintained at all times.
  • Onboard and train future CS team members using the SOP programme you develop.

What We Are Looking For

• Essential
  • 3–5 years in a customer‑facing role, ideally in DTC e‑commerce, health or wellness.
  • Confident and warm on the phone – able to handle difficult conversations with composure.
  • Hands‑on experience with Gorgias or an equivalent helpdesk platform – comfortable setting up macros, flows and AI configurations independently.
  • Familiar with Shopify for order management, returns and customer data.
  • Comfortable working with data – able to build a simple performance dashboard and interpret what it is telling you.
  • Strong product knowledge mindset – willing to deeply learn the Metabolics range so you can advise consumers and practitioners with confidence.
  • Process‑oriented – able to design, document and improve SOPs without losing sight of the human element.
  • Experience managing or coaching a small team.
• Desirable
  • Qualification in nutrition, nutritional therapy, naturopathy or a related health science (e.g. ANutr, mBANT, CNHC‑registered, or equivalent) – this would significantly strengthen practitioner credibility and your ability to advise on product protocols.
  • Active knowledge of or network within the UK practitioner community – nutritional therapists, naturopaths, functional medicine practitioners, osteopaths.
  • Hands‑on experience with AI automation in a CS context – Gorgias AI, Fin by Intercom, Tidio or similar.
  • Familiarity with Recharge for subscription management and Klaviyo for email communication.
  • Experience attending or presenting at health and nutrition industry events.
  • Background in a premium or specialist product brand where service quality is integral to brand reputation.

Character

• Genuinely bothered when a customer has a bad experience – not just professionally, but personally.
• Organised and systems‑minded, but warm – this role requires both rigour and real empathy.
• Intellectually curious about AI and evolving tools, with the confidence to challenge an automated response that is not good enough.
• Comfortable working independently and proactively flagging issues upward without being chased.
• At ease representing the Metabolics brand in external settings – events, seminars, professional conversations with practitioners.