At a Glance
- Tasks: Lead a global Customer Experience team, improving processes and supporting customers worldwide.
- Company: Join The GelBottle Inc., a vibrant, founder-led company on an exciting growth journey.
- Benefits: Enjoy hybrid working, yearly bonuses, personal development funds, and extra holiday days.
- Other info: Be part of a supportive culture that values teamwork and celebrates achievements.
- Why this job: Make a significant impact in a fast-paced environment while shaping customer experience.
- Qualifications: Proven experience in customer experience leadership, strong communication, and problem-solving skills.
The predicted salary is between 60000 - 80000 £ per year.
The GelBottle Inc. is on an exciting growth journey, and we're looking for a Global Customer Experience Manager to be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!
As our Global Customer Experience Manager, you’ll lead Customer Experience across the UK and US, raising the bar for how we support our customers worldwide. This is a brand new role, created as part of our growth, with real opportunity to shape how Customer Experience looks and feels at TGB.
You’ll take ownership of a team of 6, leading and developing them while introducing new ideas, improving processes, and building ways of working that help the team run smarter and more efficiently as we scale.
Your role:
- Lead and develop a global Customer Experience team of 6 across the UK and US, whilst these are our central hubs we support customers worldwide.
- Take full ownership of how Customer Experience runs day-to-day- driving performance and results.
- Coach, support and grow your team through regular 1:1s, feedback and development planning.
- Build a strong, connected team culture across regions.
- Shape and improve how we work- introducing smarter processes, tools and ways of supporting customers.
- Set clear standards for service, tone of voice and how we show up across every customer interaction.
- Plan workloads and resources to keep things running smoothly, even during busy periods.
- Act as the go-to for complex or high-impact customer issues, finding the right balance between customer needs and the business.
- Use data and insight to spot trends, solve problems and keep improving the experience.
- Work closely with departments across the business, bringing the voice of the customer into everything we do.
About you:
- We’re looking for an experienced Customer Experience leader who’s confident managing teams in fast-paced, multi-location environments.
- You’ll be great at developing people, improving processes and connecting teams.
- You will have proven experience leading a Customer Experience team in a fast-paced environment, ideally e-commerce, retail, beauty or wellness.
- Strong people leadership skills, with a focus on coaching, development and performance.
- Experience managing teams across multiple locations or regions.
- Confident building and improving processes that scale as a business grows.
- Clear, confident communicator- both written and verbal.
- Strong problem-solving skills with the ability to make sound, quick decisions.
- Hands‑on experience with CX platforms such as Zendesk, Freshdesk or Front.
- Understanding of CX metrics such as CSAT, SLAs or similar frameworks.
Why TGB?
At TGB, we’re driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.
What we can offer you:
- Hybrid working
- Yearly company bonus
- £1,000 yearly personal development fund
- 5 study days a year
- 25 days holiday + bank holidays
- ‘Daisy days’ (extra 2 days off throughout the year)
- Holiday purchase scheme (+5 days)
- Birthday bonus (after one year’s service)
- Enhanced maternity leave
- Long service award (additional holiday allowance)
- 3 month’s sabbatical offered upon 3 years’ service
- Healthcare cash plan (via Health Shield)
- Electric car lease scheme (via salary sacrifice)
- Discount on spa treatments and consumer products
- Life assurance + pension scheme
- Regular funded company events
- Season ticket loan
What happens next:
- Apply!
- Screening call with our Talent team (30min)
- Interview with hiring manager (1hr)
- Practical interview (Brighton HQ 1.5 hr)
We may close this role early if we find the right person sooner than expected - so if you're interested, we want to hear from you soon.
Global Customer Experience Manager in Brighton employer: The GelBottle Inc
The GelBottle Inc. is an exceptional employer that champions a vibrant, founder-led culture where teamwork and fun are integral to our success. With a strong focus on employee development, we offer a range of benefits including hybrid working, a generous personal development fund, and unique perks like 'Daisy days' and a sabbatical after three years. Join us in shaping the future of customer experience while enjoying a supportive environment that values your contributions and celebrates achievements.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Experience Manager in Brighton
✨Tip Number 1
Get to know the company inside out! Research The GelBottle Inc. and its values, products, and customer experience strategies. This will help you tailor your conversations and show that you're genuinely interested in making an impact.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews! Think about how your experience aligns with the role of Global Customer Experience Manager. Be ready to share specific examples of how you've led teams and improved processes in fast-paced environments.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a quick thank-you note to express your appreciation. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Global Customer Experience Manager in Brighton
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 excited you are about making a difference in a fast-paced environment like ours.
Tailor Your CV:Make sure your CV speaks directly to the role of Global Customer Experience Manager. Highlight your experience in leading teams and improving processes, especially in e-commerce or retail, as this is what we’re looking for!
Be Clear and Concise:In your written application, clarity is key. Use straightforward language to communicate your skills and experiences. We appreciate a confident communicator who can get their point across without any fluff!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at The GelBottle Inc
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like CSAT and SLAs. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in coaching and developing teams. Think about specific instances where you’ve successfully led a team through challenges or implemented new processes.
✨Demonstrate Problem-Solving Skills
Be ready to share real-life scenarios where you tackled complex customer issues. Highlight your thought process and the balance you struck between customer needs and business objectives.
✨Connect with Their Culture
Research The GelBottle Inc.'s culture and values. During the interview, express how your personal values align with theirs, and share how you can contribute to their close-knit and supportive environment.
