At a Glance
- Tasks: Lead customer experience initiatives and enhance communication across teams.
- Company: Join SURI, a trailblazer in sustainable oral care with award-winning products.
- Benefits: Enjoy flexible hours, hybrid work, and a £1000 personal development budget.
- Other info: Dynamic culture with fantastic career growth and regular social events.
- Why this job: Be part of a mission to revolutionise oral care and build community trust.
- Qualifications: 4-6 years in customer experience, strong communication, and analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Hello, we’re SURI. We're on a mission to radically transform oral care with beautiful everyday essentials designed for life. Championing high performance and future-focussed design, our award-winning sonic toothbrush transforms an uninspiring chore into an enjoyable daily ritual.
Since launching our sonic toothbrush in 2022, we’ve delighted over 500k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award.
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.
We're looking for an experienced Customer Experience Manager to join our team. Reporting to the CX Lead, you'll be her right hand — stepping up to lead the function independently when needed, and acting as the bridge between our customers, our CX team, and the wider business. You'll own meaningful CX projects — automation, reporting, tooling, and cross-functional collaboration — helping us scale intelligently and delight customers at every step.
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
- 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.
- 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
- 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
- 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
- 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 in London employer: SURI
At SURI, we pride ourselves on being an exceptional employer that champions innovation and sustainability in oral care. Our vibrant work culture fosters collaboration and creativity, offering employees the chance to grow alongside a rapidly scaling company while enjoying benefits like flexible working hours, generous personal development budgets, and a supportive environment that prioritises well-being. Located in the heart of London Bridge, our team enjoys a dynamic atmosphere with access to exciting social events and opportunities to make a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Get to know SURI and its mission inside out. When you’re chatting with us, show that you’re not just another candidate but someone who genuinely cares about transforming oral care. Bring up our awards or customer feedback to demonstrate your enthusiasm!
✨Tip Number 2
Prepare some insightful questions for your interview. This shows us that you’re proactive and engaged. Ask about our future projects or how we measure customer satisfaction — it’ll help you stand out as a candidate who’s ready to contribute.
✨Tip Number 3
Showcase your experience with customer support platforms like Gorgias or Zendesk. We want to see how you’ve used these tools to enhance customer experience in the past. Share specific examples of how you’ve turned insights into actionable improvements.
✨Tip Number 4
Don’t forget to highlight your passion for sustainability! At SURI, we’re all about making a positive impact. Share any relevant experiences or initiatives you’ve been part of that align with our mission — it’ll resonate with us and show you’re a great fit.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience shine through! We want to see how your values align with SURI's mission to transform oral care and create a sustainable future.
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in DTC or ecommerce, and don’t forget to mention any specific tools you've used like Gorgias or Zendesk!
Be Clear and Concise:We appreciate great communication skills, so keep your writing clear and to the point. Use bullet points where necessary to make your achievements stand out, and ensure your tone matches the friendly vibe of our brand.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity 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 the context of DTC and e-commerce. Be ready to discuss specific examples from your past roles where you've improved customer satisfaction or streamlined processes.
✨Show Your Passion for Sustainability
SURI is all about transforming oral care sustainably, so don’t shy away from sharing your thoughts on sustainability in customer experience. Talk about how you can contribute to their mission and why it matters to you personally.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer situations or challenges. Think through scenarios where you had to make judgement calls or lead projects independently, and be ready to share those stories.
✨Communicate Clearly and Confidently
Since excellent written communication is key for this role, practice articulating your thoughts clearly. Whether it's discussing your experience with customer support platforms or presenting insights, clarity will help you stand out.
