At a Glance
- Tasks: Lead and develop a customer service team to enhance customer experience and drive business value.
- Company: Fast-growing health and wellness brand with a mission to scale exceptional businesses.
- Benefits: Competitive salary, career progression, and the chance to make a real impact.
- Other info: Dynamic role with opportunities for innovation and personal growth.
- Why this job: Transform customer interactions into meaningful experiences and drive brand loyalty.
- Qualifications: Experience in customer service management and a commercial mindset.
The predicted salary is between 45000 - 55000 £ per year.
The Opportunity
We're looking for a commercially minded CX Manager to transform customer contact into meaningful business value and take ownership of the customer experience from end to end. Customer service isn't simply about closing tickets. The conversations that require a human touch are often the moments that matter most—when a customer is deciding whether they trust a brand, whether they'll continue their subscription, or whether they'll buy from us again.
You'll lead our Customer Service team and help redefine the role CX plays across the brands. From retention and customer lifetime value to automation, insight and service quality, you'll ensure that every customer interaction has the potential to create value.
About our client: A fast-growing business that acquires and scales exceptional health and wellness brands. Their mission is to identify exciting businesses with strong potential and provide the expertise, investment and operational support needed to transform them into stronger, globally successful brands.
Key Responsibilities
- Leading and developing the CS team: quality, coaching, capacity, progression
- Proving and growing the commercial value of contact
- Manage our top customers, their retention and their lifetime value
- Map authority across the team to allow them to make autonomous decisions
- Maintain service standards by ticket type. Insight, end to end. You own what we learn from customers and getting it into product, ops, brand and trading in a form they act on.
- Listening beyond the inbox - being able to act before a ticket is raised
- Automation and AI tooling from brief to embedded, including reviewing output quality before it reaches a customer
- Customer facing comms when stock or logistics affect experience, coordinated with Ops
What they are looking for
- A commercial view of service. You talk about lifetime value and cost to serve, not only CSAT and first response time, and you already have a point of view on where revenue sits inside a support conversation
- Managed a team of two or more with real coaching, not rota management. Emotional intelligence. Customers are rarely asking for the literal thing they typed
- Writing that sounds like a person
- Provide insights to your team and others within the business
- Rolled out CS tooling end to end, including AI assisted platforms
- Curious and questioning
Customer Experience Manager in London employer: The Growth Foundation
As a leading Digital Marketing Agency in the Construction and Built Environment sectors, our client offers an exceptional work environment that fosters creativity and collaboration. With a strong emphasis on employee growth, they provide a generous training budget, hybrid working options, and a vibrant culture filled with team socials and annual trips. Located in Central London or Northampton, this is an ideal opportunity for those looking to make a meaningful impact while enjoying a supportive and dynamic workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Growth Foundation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Growth Foundation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Growth Foundation:Your cover letter is your chance to shine! Tell us why you want to work at The Growth Foundation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Growth Foundation!
How to prepare for a job interview at The Growth Foundation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
