Customer Experience & CRM Executive

Herfreesoul; City Of London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A wellness-focused company in London is seeking a Customer Experience & CRM Executive to engage with customers across various platforms. The successful candidate will manage inquiries, support campaigns, and ensure a delightful customer journey while promoting women's wellbeing. Flexible hours and hybrid working model offered.

Benefits

Flexible working hours

Hybrid working

25 days holiday plus bank holidays

Enhanced Family Leave

Access to Free Soul product pantry

Monthly Free Soul essentials delivery

30% friends and family discount

Dog-friendly office

Pension plan

Access to Vitality health insurance

Team socials and events

Qualifications

• Strong attention to detail is essential.
• Experience in responding to customer queries effectively is preferred.

Responsibilities

• Serve as the first point of contact for customers, addressing inquiries.
• Manage order issues, returns, and complaints.
• Collaborate with marketing and product teams.
• Support CRM Manager with campaign planning.

Skills

Outstanding written and verbal communication skills

Genuine interest in women's health and wellness

Calm, solutions-focused approach

Exceptional analytical skills

Quick learner

Experience with customer service or CRM platforms

Job description

CUSTOMER EXPERIENCE & CRM EXECUTIVE

Wellbeing for being a woman.

We’re Free Soul - wellbeing for her, however she defines it. Because no two experiences are ever the same, and her path deserves to be as individual as she is. We shine a light on the unfiltered reality of being well - not the industry-standard version, but the honest, everyday pursuit of what makes her feel good.

How do we do it? By creating expertly formulated products with clinically tested ingredients that support every woman’s unique needs.

Working at Free Soul is more than just a job - it’s a purpose. We’re a mission-led team where everyone genuinely cares about the impact we’re making.

We lead with ownership - taking responsibility for our work, our ideas, and the energy we bring. Each person has the freedom and trust to run with bold ideas and be accountable for making them happen.

We show up with respect and kindness - to our teammates, our community, and ourselves. We listen. We celebrate differences. And we create a space where everyone feels seen and valued.

We’re driven by a growth mindset - we stay curious, open to feedback, and committed to learning. Challenges are seen as opportunities, and we never stop evolving - as individuals, as a team, and as a brand.

We own the women’s nutrition space by doing things differently - liberating, not restricting. We celebrate every side of her - the quirks, the flaws, the fierce and the tender. Our brand reflects her real, raw journey and gives her the freedom to show up exactly as she is.

That’s what makes Free Soul a truly special place to work.

Customer Experience & CRM Executive

As our Customer Experience &CRM Executive, you’ll be the first point of contact for our customers, responding to their queries with empathy, product knowledge, and efficiency across all platforms. You’ll also support the CRM team by bringing this customer closeness to campaign planning and execution, making sure our customer communications are relevant, interesting and look beautiful.

Your mission? To turn everyday interactions into moments of delight and help shape a best-in-class customer journey that reflects our values and deep care for women’s wellbeing.

• Respond to customer enquiries and support requests via email, social media channels, and direct messages (DMs), ensuring timely and accurate responses.
• Provide expert knowledge on our product range, including usage guidance and benefits.
• Manage order issues, returns, and complaints with a solution-oriented mindset ensuring proper follow-up and resolution.
• Collaborate with marketing, product, and operations teams to ensure a seamless customer journey.
• Support the CRM Manager with campaign planning and management. Planning, briefing, testing and launching weekly campaigns.
• Track key CRM metrics (e.g. open rate, click through) and use findings to improve campaign strategy.
• Work with teams (Brand & Community, Content & NPD) to align CRM marketing with business goals.

What we’re looking for in you

• Outstanding written and verbal communication skills with strong attention to detail.
• Genuine interest in women’s health, wellness, and customer-centric brand experiences.
• A calm, solutions-focused approach, even when juggling multiple queries.
• Exceptional analytical skills with the ability to interpret data and drive insights.
• A quick learner, excited to try new things and learn about different areas of the business.
• Experience with customer service or CRM platforms would be beneficial.

You’ll thrive here if you’re

• A self-starter who loves taking initiative and ownership
• Curious, commercially aware, and always looking for the “why”
• Positive, energetic, and open to feedback, you see every challenge as a growth opportunity
• Proud of what you do, seeing things through from concept to completion
• Able to embrace challenges, knowing that setbacks aren’t failures, they’re lessons and a chance to gain experience
• Passionate about a purpose driven organisation

What you’ll get in return

• Core working hours of 10:00-16:00. We’re all about flexibility when it comes to your hours! Feel free to adjust your schedule to fit your needs
• Hybrid working: 3 days in the office per week
• Work from anywhere for 2 weeks a year
• 25 days holiday as well as bank holidays AND your birthday off!
• Enhanced Family Leave
• Free Soul product pantry - access to a variety of Free Soul products whilst working in the office
• Your monthly Free Soul essentials, delivered to your home - for free!
• 30% friends and family discount
• Dog-friendly office
• Pension plan
• Access to Vitality health insurance
• Monthly team socials, lunch & learns and internal events