Customer Experience Executive in City of Westminster

Monocle is an independent global media brand founded in London in 2007. We cover international affairs, business, design, culture, travel and fashion through our magazine, digital platforms, newsletters and 24-hour radio station, alongside a growing network of shops, cafés, events and e-commerce operations around the world. We are now looking for a Customer Experience Executive to join our Fulfilment and Customer Services team at Midori House in Marylebone.

This is a role for someone who enjoys solving problems, improving the customer journey and taking real ownership of how things run. Working closely with our Customer Experience Director, you will help oversee the day-to-day customer experience across Monocle’s e-commerce and subscription businesses. You will be the main link between Customer Experience and our Retail team, resolving order and website issues, spotting recurring problems and ensuring that the customer’s perspective is represented in wider business conversations.

This is a hands-on role, but it goes well beyond responding to individual enquiries. You will own key reporting, help coordinate the work of our part-time Customer Relations Associate and provide continuity across the department. As your knowledge of Monocle grows, you will also have the opportunity to take on wider commercial projects.

What you’ll be doing:

• Take day-to-day operational ownership of customer experience across e-commerce, acting as the first point of contact for order, delivery and technical issues.
• Support customers with subscription enquiries, escalating matters involving policy, process or wider strategic decisions to the Customer Experience Director.
• Manage complex customer cases, including refunds, exchanges, replacements and reshipments, while communicating clearly and proactively with customers.
• Work closely with Retail and other teams to investigate issues, resolve problems and ensure that the customer impact is considered in wider business decisions.
• Own the team’s core reporting and Google Sheets trackers, ensuring that operational and customer data remains accurate and up to date.
• Identify recurring customer pain points and emerging trends, using these insights to support lasting improvements to processes and the customer journey.
• Help coordinate the shared inbox and provide day-to-day guidance and workload direction for the part-time Customer Relations Associate, while formal line management remains with the Director.
• Contribute to new customer experience tools, website features, FAQs and customer communications, and gradually take ownership of subscription sales through offline channels.

What we’re looking for:

• You will already have experience in customer experience, customer service or operations, ideally in a role where you have been trusted to own outcomes rather than simply follow a set process.
• Excellent written and verbal communication skills.
• Confidence working with colleagues across different departments.
• Strong attention to detail, particularly when handling customer information and operational data.
• Experience using Google Sheets or similar tools to manage trackers and recurring reports.
• A practical, curious approach to problem-solving and an ability to recognise patterns behind individual customer issues.
• The judgement to work autonomously while knowing when an issue should be escalated.
• An understanding of GDPR and the importance of handling customer data responsibly.
• An interest in developing broader commercial experience as the role grows.

You do not need to have managed people before, but you should be comfortable providing guidance, coordinating work and helping to create consistency within a small team. This is a full-time role based five days per week at Midori House in leafy Marylebone, London, the centre of Monocle’s editorial and commercial operations. Please note that we do not offer hybrid working for this position, and applicants will need the right to work in the UK.

This is an opportunity to become an important part of a distinctive, international brand and help shape how our customers experience Monocle across e-commerce, subscriptions and retail. You will join a close-knit team while gaining considerable exposure to the wider business, with opportunities to develop your experience in customer insight, digital operations, process improvement and commercial growth.

Benefits:

• Discounts at The Monocle Café and Shop.
• Breakfast provided five days a week.
• Health and life insurance.
• 23 days’ annual leave plus a seven-day Christmas shutdown and eight bank holidays.
• A dog-friendly office.