Customer Experience Manager | London, Hybrid | £45,000-£50,000 + Bonus
I'm partnering with a fast-growing international consumer brand looking to hire a Customer Experience Manager to take ownership of the end-to-end customer journey and help elevate the customer experience across all touchpoints.
This is a hands-on role, ideal for someone who enjoys solving customer problems, improving processes and acting as the voice of the customer within a growing business.
What you'll be doing:
- Managing customer enquiries across email, live chat and social channels
- Owning customer issues relating to orders, deliveries, returns, warranties and products
- Monitoring customer reviews and driving customer satisfaction
- Identifying trends in customer feedback and recommending improvements
- Working closely with Operations, Logistics and Commercial teams
- Improving support processes, workflows and self-service resources
- Helping to build a best-in-class customer experience function
What we're looking for:
- 3-5+ years' experience in Customer Experience, Customer Support or Customer Success
- Experience within a DTC, eCommerce or consumer-focused business
- Strong communication and problem-solving skills
- Experience with Zendesk, Gorgias, Intercom or similar platforms
- Analytical mindset with a passion for continuous improvement
- Comfortable working in a fast-paced, growing environment
What's on offer?
- Strong progression opportunities
- Direct exposure to senior leadership
- Opportunity to shape and influence the customer experience strategy of a growing international brand
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Customer Experience Manager employer: Trust In SODA
As a leading employer in the tech industry, we offer a dynamic work environment that fosters innovation and collaboration. Our London office provides a hybrid working model, allowing for flexibility while being part of a vibrant team dedicated to delivering impactful solutions. We prioritise employee growth through continuous learning opportunities and support, making this an ideal place for professionals looking to advance their careers in solution architecture.
