At a Glance
- Tasks: Lead customer experience initiatives and drive improvements in a fast-paced environment.
- Company: Join SURI, a mission-driven company transforming oral care for a sustainable future.
- Benefits: Enjoy flexible working, generous leave, personal development budget, and health packages.
- Other info: Dynamic culture with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact on customer trust and advocacy while promoting sustainability.
- Qualifications: 4-6 years in customer experience, excellent communication, and analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
At SURI, we're building more than toothbrushes — we're building a movement for better oral care and a more sustainable future. Our customers are at the heart of that journey, and every interaction is a chance to strengthen trust, spark advocacy, and grow a community that reflects our mission.
What You'll Do
- Lead the function when it counts
- Deputise for the CX Lead, running the function with confidence and independence
- Make sound judgement calls, bringing solutions rather than problems
- Keep the team and wider business informed proactively
Insights & reporting
- Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews
- Own and deliver monthly CX reports with clear, actionable recommendations
- Monitor sentiment and provide early warning signals for product, process, or reputation issues
- Keep pace with industry trends, performing regular competitor benchmarking to ensure that SURI stays ahead and best of class in terms of CX.
CX projects & automation
- Lead projects to improve tools and workflows—automation pilots, macros, FAQ refreshes—from brief to delivery
- Own the rollout of new CX tools including testing, documentation, and embedding with the team
- Keep FAQs, help content, and macros clear, accurate, and up to date
- Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers
- Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated
Customer logistics comms
- Own customer-facing comms when stock or logistics impact CX—out of stock updates, backorders, replacements
- Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations
Cross-functional collaboration
- Share customer insight with other departments to drive improvements and engagement
- Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience
- Champion the voice of the customer in cross-functional planning and reviews
- Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment
What's not in scope:
- Direct people management of CX agents
Requirements Experience & skills
- 4-6 years in a customer experience role, with meaningful time in a scaling DTC or eCommerce business where processes were being built rather than inherited
- Proven ability to lead a function independently as a deputy or senior individual contributor
- Excellent written communication skills, with the ability to adapt tone across different platforms and audiences
- Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk
- Skilled at turning customer insights into clear, well-contextualised reports with actionable recommendations
- Strong organisational skills, able to manage multiple projects without losing quality
- Analytical mindset with the ability to track and interpret CX metrics including CSAT, response time, sentiment, and review volume
- Experience working with outsourced CX partners or BPOs
- Experience engaging customers on review platforms
- Experience implementing automation and AI tooling
Mindset & approach
- Customer-obsessed, with a genuine passion for building trust and advocacy
- Proactive and ownership-driven – closes the loop without being asked
- Comfortable making judgement calls independently in a lean, fast-moving team
- Detail-oriented but able to see the bigger picture and connect insights across channels
- Clear and timely communicator – keeps the right people informed
- Excited about sustainability and motivated by SURI's mission to change oral care for the better
Reports to: CX Lead
Benefits
- 25 days annual leave, plus bank holidays and an additional day for your birthday
- Flexible working hours
- Hybrid working - up to 2 days working from home each week
- Bupa Healthcare and Dental Packages
- Income Protection and Life Assurance
- 1 Charity Day per year
- Central London offices - based in London Bridge; a stone's throw from Borough Market
- 4x Work from Anywhere weeks, with no requirement to be in the office those weeks
- Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff
- Monthly social events, organised by different team members
- 5x free toothbrushes every year
- £1000 personal development budget each year, per employee
- Fantastic career opportunities; with the chance to grow as SURI does
- Summer Fridays - 2pm finish across Fridays in July and August
- Fresh fruit and snack orders every week
- Cycle to Work scheme, and Electric Bike Cycle to Work scheme
- Regular product swaps with other fantastic companies
At SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive. Please let us know if you require any reasonable adjustments to be made for the recruitment process.
Customer Experience Manager employer: SURI
At SURI, we pride ourselves on being an exceptional employer that champions a customer-obsessed culture and prioritises employee well-being. With flexible working arrangements, generous benefits including a personal development budget, and a vibrant office located near Borough Market in Central London, we foster an environment where team members can thrive both personally and professionally. Join us in our mission to revolutionise oral care while enjoying meaningful career growth opportunities and a supportive, inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨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 mission and values, especially around sustainability, so you can show how you align with their goals during your chat.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your customer experience skills.
✨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. And remember, apply through our website for the best chance!
We think you need these skills to ace 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 connect with our mission and how you've made a difference in previous roles. Share specific examples that highlight your customer-obsessed mindset!
Tailor Your Application:Make sure to customise your application to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we're looking for, especially in areas like CX metrics and automation.
Be Clear and Concise:Your written communication skills are key for this role, so keep your application clear and to the point. Use bullet points where appropriate and avoid jargon. We appreciate straightforwardness and clarity, just like we aim to provide for our customers!
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 you're proactive, which is exactly the kind of attitude we value at SURI!
How to prepare for a job interview at SURI
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer experience knowledge, especially in DTC or eCommerce settings. Be ready to discuss specific examples of how you've improved customer interactions and what tools you've used, like Gorgias or Zendesk.
✨Show Off Your Analytical Skills
Prepare to talk about how you've tracked and interpreted CX metrics in the past. Bring examples of reports you've created that turned insights into actionable recommendations, and be ready to discuss how you can apply this at SURI.
✨Demonstrate Proactive Problem-Solving
Think of instances where you've made judgement calls independently. Be prepared to share how you identified issues and implemented solutions, especially in fast-paced environments. This will show you're ownership-driven and ready to take charge.
✨Emphasise Your Passion for Sustainability
Since SURI is all about better oral care and sustainability, express your enthusiasm for these values. Share any personal experiences or projects that align with their mission, as this will resonate well with the interviewers.
