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- Tasks: Lead customer interactions on social media and analyse feedback for improvements.
- Company: Rapidly growing D2C consumer goods brand with a focus on community engagement.
- Benefits: Up to £40,000 salary, hybrid work, and strong growth potential.
- Why this job: Shape the future of customer experience in a dynamic and supportive environment.
- Qualifications: 2-4 years in customer experience or community management, with social media skills.
- Other info: Opportunity to grow a team and lead external partners as the function expands.
The predicted salary is between 28800 - 48000 £ per year.
Location: Location Greater London, England, United Kingdom (Hybrid)
Sector: Logistics & Customer Services
Job Type: Permanent
Salary: Up to £40K with strong growth potential
Contact: Holly Pattison
Contact Email: Holly@pod-talent.com
Job ref: 776532
Expiry date: 17-Nov-2025
A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.
What you’ll be doing at CX Lead / Customer Experience Manager –
- Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
- Analyse customer feedback and highlight trends, turning insights into actionable improvements
- Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
- Support smooth communication with operations around stock, delivery, and service updates
- Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
- Opportunity to grow a future CX team or lead external BPO partners as the function expands
Experience required for the position of CX Lead / Customer Experience Manager –
- 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
- Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
- Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
- Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end
If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV toholly@pod-talent.com.
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CX Lead / Customer Experience Manager employer: Pod Talent
Contact Detail:
Pod Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Lead / Customer Experience Manager
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your customer experience projects and achievements. This is a great way to demonstrate your expertise and passion for the role.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience. Think about how you've handled challenges in the past and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace CX Lead / Customer Experience Manager
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for customer experience shine through! Share specific examples of how you've made a positive impact in previous roles, especially in D2C or ecommerce settings.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight the skills and experiences that align with the CX Lead role. We want to see how your background fits our needs, so don’t be shy about showcasing relevant achievements!
Be Authentic and On-Brand: As you craft your application, keep our brand values in mind. Use a warm and engaging tone that reflects our commitment to customer advocacy and community engagement. We love authenticity, so let your personality come through!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications in one place. Don’t miss out on this exciting opportunity!
How to prepare for a job interview at Pod Talent
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience, especially in a D2C context. Brush up on the latest trends and tools like Gorgias or Zendesk, as they might come up during your chat. Show them you’re not just familiar with the basics but can also bring fresh ideas to the table.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used customer feedback to drive improvements in previous roles. Bring specific examples of how you’ve analysed data to identify trends and implemented changes that enhanced customer satisfaction. This will demonstrate your ability to turn insights into action.
✨Engage with Their Brand
Before the interview, take some time to engage with their social media channels. Comment on posts, share your thoughts, and get a feel for their brand voice. This will not only help you understand their values but also give you talking points to show your genuine interest in their community.
✨Prepare for Team Collaboration Questions
Since this role involves working closely with other teams, be ready to discuss your experience in cross-functional collaboration. Think of examples where you’ve successfully worked with different departments to improve customer experience. Highlight your communication skills and how you ensure everyone is on the same page.
