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- Tasks: Lead customer experience and ensure every interaction is human and empathetic.
- Company: Join one of the UK's fastest-growing jewellery brands, Milly Grace.
- Benefits: Competitive salary, performance incentives, and 25 days holiday.
- Why this job: Make a real impact on customer experience and shape the brand's future.
- Qualifications: 2+ years in e-commerce customer experience; Shopify and Gorgias experience required.
- Other info: Hybrid role in Leeds with a focus on collaboration and innovation.
The predicted salary is between 30000 - 35000 £ per year.
Milly Grace is one of the UK’s fastest-growing jewellery brands, loved for our distinctive, high-quality waterproof pieces designed for women who never want to take their jewellery off. As we enter our most ambitious growth phase yet, our priority remains exactly where it started: our community. We believe that every customer deserves an experience as high-quality as the jewellery they wear. We are looking for a Customer Experience Lead who is obsessed with delivering that standard and who wants to be the ultimate advocate for our customers as we grow.
This is a pivotal hire for Milly Grace. You will be the first person dedicated entirely to our customer journey. You will own the inbox and the systems behind it. This is a truly 'hands-on' role; you’ll be the one personally delivering a gold-standard response to our community every day, while simultaneously building the workflows to make that experience more efficient as we grow.
We are looking for a resilient, highly organised specialist who wants to make a visible, meaningful difference to the experience of our customers. You won’t just be answering tickets; you will be architecting the systems, standards, and fulfilment coordination that ensure our community remains at the heart of everything we do.
What You Will Own
- The Gold Standard of Care
- Total Channel Ownership: Own our voice across Email, Live Chat, Instagram, and TikTok. You will ensure every interaction feels human, empathetic, and perfectly brand-aligned.
- KPI Excellence: You will take full responsibility for the health of our customer service. This means hitting and exceeding targets for CSAT (Customer Satisfaction), First Response Time (FRT), and Resolution Rate.
- Resilient Problem Solving: You will stay calm and effective during high-volume launch periods, taking full ownership of complex queries and turning challenges into brand advocate moments.
- Systems & Human-Centric Efficiency
- Helpdesk Architecture: Take full ownership of Gorgias. You will optimise our workflows, using smart macros and AI-assisted tools to remove heavy admin, giving you more time for human conversation.
- The Voice of the Customer: You will be the primary link between our community and the brand. You will use data and feedback to identify trends and propose solutions that improve our website, products, and processes for the customer.
- Fulfilment & Journey Coordination
- The Logistics Bridge: Act as the primary link between our customers and our fulfillment partners. You will proactively investigate shipping discrepancies and ensure the physical journey of our jewellery matches the quality of the pieces themselves.
- Journey Ownership: From order confirmation to unboxing, you will ensure every step is seamless.
Who You Are
- Experienced: You have 2+ years of dedicated experience in e-commerce customer experience (Shopify and Gorgias experience is essential).
- You are highly organised and thrive on ownership. You don't just follow a process; you look for ways to make it better for the end user.
- Resilient: You enjoy the fast-paced nature of a scaling brand. You are a solution-finder who stays focused, positive, and empathetic.
- Passionately Human: You understand that waterproof jewellery for real life means being there for our customers during their real-life moments.
What We Offer
- £30,000 - £35,000 base salary + performance incentives
- The opportunity to architect and lead the customer journey for a growing brand
- A high-autonomy environment where your systems and ideas lead the way.
- Directly collaborate with the brand's leadership and see first-hand what it takes to build a brand from the inside.
- 25 days holiday plus bank holidays.
- We work in our Leeds studio as a team 2+ days a week (typically Mondays and Thursdays). Note: This is a hybrid role based in Leeds. We are seeking a dedicated team member, not remote workers, freelancers, or agencies.
Why Now?
The right person will make a visible, lasting mark on our community and customer experience from day one. If you want to look back in two years and say, ‘I built the standards that made Milly Grace the best customer experience in the industry,’ this is the role for you.
How to Apply
Please send the following with the subject line: Customer Experience Lead [Your Name]
- Your CV: Highlighting your experience with Shopify, Gorgias, and Customer Experience.
- A Brief Video/Loom (2–5 mins): Please introduce yourself and let us know why you are the right person to lead the Milly Grace customer journey. Please note: Applications without a Video/Loom will not be considered.
We can’t wait to meet you!
Customer Service Lead in Bradford employer: Milly Grace
Contact Detail:
Milly Grace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in Bradford
✨Tip Number 1
Get your video pitch spot on! This is your chance to show off your personality and passion for customer service. Keep it concise, engaging, and make sure to highlight your experience with Shopify and Gorgias.
✨Tip Number 2
Research Milly Grace and their community vibe. Knowing their brand values and how they connect with customers will help you tailor your approach and show that you're the perfect fit for their team.
✨Tip Number 3
Prepare for the interview by thinking about real-life scenarios where you've turned challenges into positive experiences. They want someone who can stay calm under pressure, so have some examples ready to share!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Milly Grace family.
We think you need these skills to ace Customer Service Lead in Bradford
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through. We want to see that you genuinely care about creating amazing experiences for our community, so share any relevant stories or examples that highlight your passion.
Tailor Your CV: Make sure your CV is tailored to the role. Highlight your experience with Shopify and Gorgias, and don’t forget to showcase your organisational skills. We’re looking for someone who can own the customer journey, so make it clear how you've done this in the past.
Nail the Video Introduction: Your video introduction is your chance to stand out! Keep it engaging and concise, and make sure to explain why you’re the perfect fit for leading our customer experience. Remember, we want to see your personality, so be yourself!
Follow the Application Instructions: Pay close attention to the application instructions. Make sure to include both your CV and the video introduction, as applications without the video won’t be considered. We’re excited to see what you bring to the table, so don’t skip any steps!
How to prepare for a job interview at Milly Grace
✨Know Your Stuff
Before the interview, dive deep into Milly Grace's brand values and customer service philosophy. Familiarise yourself with their products, especially the waterproof jewellery, and think about how you can embody their commitment to high-quality customer experiences.
✨Showcase Your Experience
Be ready to discuss your previous roles in e-commerce customer experience, particularly with Shopify and Gorgias. Prepare specific examples of how you've improved customer satisfaction or streamlined processes, as this will demonstrate your ability to take ownership and make a meaningful impact.
✨Emphasise Problem-Solving Skills
Milly Grace is looking for someone resilient and solution-oriented. Think of challenging situations you've faced in past roles and how you turned them into positive outcomes. This will show that you can handle high-pressure scenarios while keeping the customer at the heart of your approach.
✨Bring Your Personality
Since the role requires a human touch, let your personality shine through during the interview. Be empathetic and relatable, showing that you understand the importance of connecting with customers on a personal level. This will help convey that you're not just about processes, but also about people.