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- Tasks: Lead and evolve customer experience strategy, enhancing satisfaction and commercial performance.
- Company: REFY, a dynamic beauty brand focused on customer-centric innovation.
- Benefits: 25+ days holiday, flexible working, bonus scheme, and exclusive product perks.
- Why this job: Make a real impact on customer journeys and drive meaningful improvements.
- Qualifications: Experience in customer experience roles, ideally in ecommerce or beauty.
- Other info: Join a vibrant team with excellent career growth opportunities and regular social events.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Customer Experience Manager to lead and evolve REFY’s global customer experience and oversee all customer care operations. Reporting into the Head of Digital, this role sits at the centre of the business and works closely with teams across Ecommerce, Operations, Marketing, Product and Retail to ensure a seamless and elevated experience for our customers. You will own the end-to-end customer journey, lead the Customer Care function, and drive improvements that enhance both customer satisfaction and commercial performance. This role requires someone who can combine strategic thinking with operational leadership, translating customer insight into meaningful improvements across the business.
Responsibilities
- Own and evolve REFY’s end-to-end customer experience strategy across digital and service touchpoints.
- Map and optimise key customer journeys, identifying friction points and implementing improvements.
- Act as the voice of the customer, using feedback, reviews and operational insight to influence business decisions.
- Lead and continually evolve REFY’s global Customer Service function.
- Oversee the day-to-day running of the team, including ticket flow, SLAs, escalations and operational processes.
- Coach and develop the team, driving high performance and a consistently strong customer experience.
- Identify customer pain points and deliver improvements across the full customer journey.
- Scale the team, tools and systems, introducing automation and analytics to improve efficiency and impact.
- Optimise customer communication channels to enhance experience and unlock commercial opportunities.
- Work closely with Operations, Ecommerce, Marketing, Product and Retail teams to improve customer touchpoints.
- Partner with the Digital team to develop proactive sales, retention and loyalty initiatives.
- Represent the customer perspective in cross-functional projects and decision making.
- Analyse customer feedback, reviews and operational data to identify trends and opportunities for improvement.
- Track CX metrics including CSAT, response times, resolution rates and customer sentiment.
- Champion community-led customer experience by partnering with Social and Marketing teams to monitor, engage and learn from conversations across social platforms, ensuring customer feedback, sentiment and trends from the community are translated into actionable improvements across the customer journey.
Skills, Knowledge And Experience
- Strong experience in Customer Experience, Customer Care or CX Strategy roles, ideally within ecommerce, beauty or consumer brands with experience managing global programmes (UK, US, ME, EU).
- Proven experience leading and developing customer care teams.
- Strong understanding of ecommerce customer journeys and digital-first customer experiences.
- Experience implementing CX improvements, automation or technology solutions.
- Comfortable working cross-functionally and influencing stakeholders across the business.
- Data-driven, able to translate customer insight into actionable improvements.
- A proactive and commercially minded problem solver who thrives in high-growth environments.
- Experience using Gorgias, Aftership, Shopify, Yotpo, Okendo is desirable.
Benefits
- 25+ Days Holiday: Start with 25, earn one for every year’s service (up to 5).
- Extra Holidays: Option to buy up to 5 additional days.
- Sabbatical Leave: Take up to 3 months off after 4 years of service.
- Community First Day: A day to support a cause you love.
- Bonus Scheme: Rewards for your hard work and success.
- Family Leave: Enhanced support for new parents.
- EV Scheme: Drive electric with salary sacrifice options.
- Financial Coaching: Guidance to boost your money mindset.
- Flexible Religious Holidays: Flexibility to honour days that matter to you.
- Flexible Working: Flexi start and finish times with the option to work one day per week from home.
- REFY Product Perks: Annual allowance, exclusive discounts, and be the first to try new REFY products before any launches!
- Regular Social Events: Team-Building days and seasonal parties.
- Career Growth: Tailored training and development opportunities.
- Vitality Health Insurance: Health coverage with added benefits.
Customer Experience Manager in Manchester employer: REFY
Contact Detail:
REFY Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at REFY. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by understanding REFY’s customer experience strategy. Think about how your skills can enhance their operations and be ready to share specific examples from your past roles.
✨Tip Number 3
Show off your data-driven mindset! Be prepared to discuss how you've used customer insights to drive improvements in previous roles. Numbers speak volumes, so bring those stats along!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the REFY team.
We think you need these skills to ace Customer Experience Manager in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer care and any specific achievements that align with REFY’s goals. We want to see how you can bring your unique skills to our team!
Showcase Your Data Skills: Since this role is all about improving customer experiences through data, don’t forget to mention any experience you have with analysing customer feedback or metrics. We love a data-driven approach, so let us know how you've used insights to make impactful changes!
Be Authentic: When writing your application, let your personality shine through! We’re looking for someone who can connect with our customers and lead a team, so being genuine in your writing will help us get to know the real you. Share your passion for customer experience!
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 the role. Plus, it shows us you’re keen on joining the REFY family!
How to prepare for a job interview at REFY
✨Know the Customer Journey Inside Out
Before your interview, make sure you understand the end-to-end customer journey for REFY. Familiarise yourself with common pain points and think about how you would address them. This will show that you can hit the ground running and have a strategic mindset.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading customer care teams. Share specific examples of how you've developed team members or improved performance. Highlighting your coaching abilities will demonstrate that you can drive high performance in the role.
✨Data-Driven Decision Making
Brush up on key CX metrics like CSAT and response times. Be ready to talk about how you've used data to influence business decisions in the past. This will illustrate your ability to translate customer insights into actionable improvements.
✨Cross-Functional Collaboration
Think of examples where you've worked with different teams, such as Marketing or Operations, to enhance customer experiences. Being able to communicate your collaborative approach will show that you're a team player who can represent the customer perspective effectively.