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- Tasks: Lead and enhance customer experience strategies across digital and service touchpoints.
- Company: REFY, a dynamic beauty brand focused on customer satisfaction.
- Benefits: 25+ days holiday, flexible working, bonus scheme, and health insurance.
- 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.
KEY 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.
- 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.
- 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: Refybeauty
Contact Detail:
Refybeauty 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, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think of ways you can contribute. This will show you're genuinely interested and ready to make an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Customer Experience Manager. Highlight your experience in leading teams and driving improvements, as this is key to landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our 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 experience in customer care and any relevant achievements that align with our key responsibilities. We want to see how you can bring your unique skills to enhance our customer journey!
Showcase Your Data Skills: Since this role is all about improving customer satisfaction 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 in previous roles.
Be the Voice of the Customer: In your application, demonstrate how you’ve acted as the voice of the customer in past positions. Share examples of how you’ve gathered feedback and implemented changes based on customer insights. This will show us that you understand the importance of customer perspective in driving business decisions.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, we love seeing candidates who take the initiative to connect with us directly!
How to prepare for a job interview at Refybeauty
✨Know Your Customer Journey
Before the interview, take some time to map out the customer journey for REFY. Understand the key touchpoints and think about how you would enhance them. This will show your strategic thinking and operational insight during the discussion.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading customer care teams. Share specific examples of how you've coached and developed team members to drive high performance. This will demonstrate your ability to lead and evolve the Customer Service function effectively.
✨Data-Driven Decision Making
Familiarise yourself with key CX metrics like CSAT and response times. Be ready to talk about how you've used data to identify trends and implement improvements in previous roles. This will highlight your analytical skills and your ability to translate insights into actionable strategies.
✨Cross-Functional Collaboration
Think about instances where you've worked with different teams, such as Marketing or Operations, to improve customer experiences. Prepare to share these stories, as they will illustrate your ability to influence stakeholders and work collaboratively across the business.