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- Tasks: Lead customer experience initiatives and engage with our community across social media platforms.
- Company: Join a rapidly growing D2C consumer goods brand with a focus on customer advocacy.
- Benefits: Competitive salary up to £40,000, hybrid work model, and strong growth potential.
- Why this job: Shape the future of customer experience and make a real impact in a dynamic environment.
- Qualifications: 2-4 years in customer experience or community management, with strong social media skills.
- Other info: Opportunity to grow a CX team and collaborate across departments.
The predicted salary is between 36000 - 48000 £ per year.
CX Lead / Customer Experience Manager
Locatio: London Bridge (Hybrid, 3 days per week)
Salary: Up to £40,000 with strong growth potential
Start Date: ASAP or within 1 month
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 to holly@pod-talent.com.
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 to know the company inside out! Research their values, products, and customer experience strategies. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle specific customer scenarios or improve customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for their CX team.
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 your enthusiasm for customer experience shine through. We want to see how you’ve made a difference in previous roles and how you can bring that energy to our team.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the CX Lead role. Highlight your relevant experience in D2C or ecommerce environments, and don’t forget to mention any specific tools you’ve used like Gorgias or Zendesk.
Be Data-Driven: We love numbers! If you’ve analysed customer feedback or tracked key CX metrics, share those insights in your application. Show us how you’ve turned data into actionable improvements in past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our growing team!
How to prepare for a job interview at Pod Talent
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in the D2C space. Be ready to discuss your previous experiences and how they relate to the role. Think about specific examples where you've improved customer satisfaction or streamlined processes.
✨Show Off Your Social Media Savvy
Since this role involves managing social channels, be prepared to talk about your experience with platforms like Instagram and TikTok. Bring examples of how you've handled customer interactions online and any tools you've used, like Gorgias or Zendesk, to manage those conversations effectively.
✨Be Data-Driven
Analytical skills are key for this position, so come armed with insights from your past roles. Discuss how you've used customer feedback to drive improvements and what metrics you tracked to measure success. This shows you're not just about the warm and fuzzy stuff but also about making informed decisions.
✨Demonstrate Team Collaboration
This role requires working closely with other teams, so highlight your collaborative experiences. Share examples of how you've worked with operations or product teams to ensure customer feedback is integrated into their processes. This will show that you understand the importance of cross-functional teamwork in enhancing customer experience.