Customer Experience (CX) Manager – High-Growth Health-Tech Scale-Up in London

Contract: Full Time

Location: Central London (Hybrid – 2 days per week in-office, not prescribed days but this is the norm!)

Salary: £55,000 – £60,000 + EMI Stock Options & Benefits

Sector: Health, Wellness & D2C Ecommerce

Overview

Sudale Search & Select is proud to partner with one of the UK’s most exciting, mission-led health-tech scale-ups. Specialising in an underserved healthcare category, this brand has grown rapidly to £13M revenue and is now on a clear trajectory to £30M and a major US expansion.

Following a successful two-year tenure by the departing incumbent, the foundations of exceptional service are in place. We are now looking for a strategic, analytical Customer Experience Manager to “level up” the function. This is not a role for a maintainer, but for a builder and high performing Manager who views CX as a primary driver of brand loyalty and key commercial insight.

The Role

Reporting to the Operations team, you will own the small but mighty CX function entirely. While the brand is community-led and care-focused, your primary objective is to turn the “voice of the customer” into a sophisticated insight engine that influences the entire business.

• Strategic Leadership: Manage and develop an experienced, remote CX team. You will foster a culture of high performance and empathy, ensuring standards remain “best-in-class” as the business scales.
• Data-Driven Growth: Move beyond ticket volumes. You will build clear feedback loops, translating qualitative community sentiment and quantitative ticket data into actionable insights for the Product, Marketing, and Retention teams.
• Scaling for £30M+: You will design and implement the operational workflows required to support a 2x revenue increase and the complexity of entering the US market in 2027.
• Commercial Mindset: You understand how CX directly impacts LTV and churn. You will partner cross-functionally to test new initiatives that improve customer outcomes and drive revenue.

The ideal person for the Customer Experience Manager role will

• Be comfortable presenting insights to founders as you are diving into the day-to-day tickets to understand the customer’s “why.”
• Be confident with analysing data to create insights and compel change, to solve key strategic problems. You will assess, analyse and implement tools that will allow you and the business to better understand customers and grow.
• Have a successful track record managing remote/offshore teams whilst maintaining and driving high performance standards.
• Be emotionally intelligent, with the ability to manage sensitive healthcare topics, building trust with a highly active, engaged community on social media.
• Ideally, you will have thrived in a high-growth D2C or ecommerce environments (ideally 15–50 headcount phase) and understand the pace and ambiguity of a start-up.
• Be a “builder” by nature. You don’t need a manual; you have the confidence to create the right setup for scaling.
• Be based in London/the wider London area. Whilst this business does not prescribe days in the office, the team choose to be in the office a minimum of 2 days per week.

Why Apply?

• Work for a brand that is genuinely changing lives in a taboo-breaking, underserved sector! This business is carving its own space in a new, very important category for health supplements.
• You aren’t just managing a cost centre; you are leading a function that is seen internally as a key differentiator for growth. You don’t need to sell the importance of CX here – the brand live and breathe it!
• Work closely with the Senior Ops team and Founders in a flat, high-performing structure – lots of autonomy, accountability and exposure!
• A competitive salary of £55k–£60k, EMI stock options, private medical insurance, and a dedicated L&D/Mentorship budget.

How to Apply

This search is being managed exclusively by Sudale Search & Select. We specialise in placing high-impact talent within challenger brands and scaling startups.

If you are a CX leader who wants to move beyond “managing tickets” and into “driving business growth,” please apply with your CV for an initial discovery call.

As Sudale Search we commit to responding to every single application! Whilst the holidays may have a minor impact on timelines, we will be responding to all applications by w/e 9th January.