Customer Experience Executive

Ancient + Brave; Lewes; On-site; GBP 30,000 - 40,000; Full time

Job summary

A mission-driven wellness brand in Lewes seeks a proactive Customer Experience Executive to enhance customer experience by analyzing feedback and driving improvements across teams. This role requires excellent analytical skills, strong communication, and project management abilities. Join a team committed to sustainability and innovation in wellness.

Benefits

Discretionary bonus

25 days annual leave plus bank holidays

Private Medical Insurance

Continuous training & development

50% off on products

Qualifications

• Strong attention to detail combined with the ability to synthesize.
• Exceptional communicator, able to convey information clearly.
• Highly self-motivated with an ability to take initiative.

Responsibilities

• Own the day-to-day collection and organization of customer feedback.
• Provide weekly insights and identify recurring customer pain points.
• Collaborate with various teams to implement product roadmaps.

Skills

Analytical skills

Excellent communication

Project management

Customer service experience

Problem-solving

Tools

Excel

Google Sheets

Customer experience tools (Recharge, Octane)

Job description

ABOUT US

We are a mission driven wellness brand with an award‑winning range of collagen, blends and supplements. We started as all good businesses do, by seeing the opportunity to do things differently in a growing market. To carefully balance people, planet, and profit for the sake of the world around us and our health.

We are now shaping the future of wellness with simple daily rituals, thoughtfully and sustainably designed to support women’s health. Our vision is to be the #1 wellness brand in the world, setting new standards for holistic health, sustainability and female empowerment.

As a B-Corp, Ancient + Brave meets the highest standards of social and environmental impact. In June 2024 we have been named 5th in The Sunday Times 100 fastest‑growing private companies and we have recently been recognised as one of the FT 1000: Europe's Fastest Growing Companies, 2025.

Want to be a part of a team that’s shaping the future of health and wellbeing? We’d love to have you!

THE ROLE

We’re on the hunt for a proactive, analytically savvy and customer‑driven Customer Experience Executive to drive improvements in end‑to‑end customer experience. You’ll work closely with our CS and eCom teams to analyse customer experience data & feedback, identify & prioritise opportunities for improvement and drive change by collaborating across teams and communicating effectively. You’ll be a technical expert on 2‑3 of our customer platforms and collaborate with suppliers to ensure we are leveraging tools to their maximum potential.

KEY RESPONSIBILITIES

• Voice of the Customer (VoC) – Own the day‑to‑day collection and organisation of customer feedback through surveys, reviews, questionnaires and customer support ticket tagging to enable effective analysis & improvement programs.
• Customer Service Operations – Work closely with the Customer Support Manager to provide weekly insights, identify recurring customer pain points, and prioritise/manage programs to drive improvements.
• Collaborate with our Digital, Marketing, Nutrition and Operation teams to ensure product roadmaps and optimisation projects are implemented effectively.
• CX/CS Tool Optimisation – Work alongside the CX Manager to ensure CX tools (Recharge, Octane, Mention Me, Gorgias, Yotpo, Digital Genius) are maintained and optimised.
• Customer Journey Mapping – Maintain and update customer journey maps to highlight friction points and opportunities. Assist in optimising touchpoints such as the subscription portal, checkout, landing pages and on‑site quiz.
• Data Analysis & Reporting – Monitor customer KPIs, including NPS, reviews, retention, churn, and subscription behaviour. Provide regular reports & insights for key meetings.

WHO YOU ARE

To be successful in this role, you will need to be:

• Highly self‑motivated with an ability to take initiative and run with it.
• Solution‑focused with a “can‑do” attitude and ability to structure problems into solutions.
• A collaborative team player who also excels in independent settings.
• Analytically savvy with strong attention to detail combined with the ability to synthesise.
• Excellent Excel/Google Sheets skills and a deep understanding of key ecom/digital platforms.
• Exceptional communicator, able to convey information clearly and concisely, and manage/inform key stakeholders appropriately.
• Excellent organisational and project management skills.

Further, to truly thrive at Ancient + Brave you will need to embody the spirit of our brand and align with our company culture. You will be:

• Hungry: Ambitious, driven with a growth mindset, always seeking ways to learn, develop and be better.
• Humble: No ego, collaborative team player, always acts with integrity and clear sense of accountability, aligned with our B‑Corp values.
• High Performing: Effective, efficient, with a solid work ethic. Always operates with self‑awareness that enables them to consistently push for exceptional results—while maintaining resilience, balance, and self‑care.
• Hustle: Entrepreneurial. Innovative, fast‑paced, great communicator. Always adept at solving problems and navigating dynamic, ever‑changing situations.

Our Interview Process and What You Can Expect

• Application Review: We’ll start by reviewing your CV/application to ensure it’s a good fit for the role.
• Initial Phone Call (circa 15‑20 minutes): You’ll have a brief introductory chat with Luke, our Talent Partner. We’ll discuss your experience, your career aspirations and explore how your values align with ours.
• Video Interview (circa 30 minutes): The next step is a virtual interview with the hiring manager, via Google Meet. This will be an introductory conversation featuring experience‑based and competency‑based questions. It’s also a great time to ask any initial questions you have!
• Interview Task: You’ll receive a task via email which you can prepare at home. This will form part of the discussion for the in‑person interview. This will allow us to get a better understanding of your experience, skills and ways of working.
• In‑Person Interview (60‑90 minutes): The final stage is an in‑person interview at our Lewes office. You’ll meet with the hiring manager and one other team member and present your interview task and answer competency questions. This is also your opportunity to ask us any remaining questions.

Please Note

• This role requires full‑time working at our stunning Lewes offices. Please apply only if you’re within a reasonable commute.
• We’re not seeking recruitment support for this role at this time.

WHY JOIN US

Ancient + Brave are a community‑built brand and embracing innovation and sustainability with social and environmental responsibility is at the heart of everything we do. We hold ourselves accountable to the highest standards when it comes to our commitment to balance profit and purpose – working with us means being part of building a truly sustainable product. We are B Corp certified and members of 1% for the Planet, committed to giving back a percentage of all sales towards helping environmental partners, so we can work together towards a better future for our planet.

At Ancient + Brave you’ll find an engaging, collaborative and inclusive work environment where your talents will be nurtured, and your contributions valued.

We provide all our team members with suitable laptop computers & headphones and our office is equipped with monitors, ergonomic chairs and sitting + standing desks. Our kitchen is fully stocked with the usual supplies as well as limitless supply of A+B products (you also get 50% off on any product you wish to purchase).

We pay a discretionary bonus based on a mix of company performance and individual contributions and review our salaries annually. Our pension contributions are ESG invested (so no pharma, weapons or other ethically questionable investments).

Our Private Medical Insurance is designed to support your health and wellbeing, providing swift access to high‑quality care whenever you need it most.

Our Medicash plan offers access to specialist consultations, 24/7 Virtual GP and health screenings as well as dental, optical and complementary therapies and access to confidential support via its EAP programme.

Our Mintago platform gives employees access to financial wellbeing advice and support as well as retail discounts and salary sacrifice schemes, which cover childcare, cycle to work, gym membership, groceries and mobile/tech purchase.

In addition to our regular annual holiday allowance of 25 days plus bank holidays, we also offer one Wellbeing day to use as needed.

We offer continuous training & professional development opportunities and our team members get to enjoy complimentary nutrition and workout sessions in the office. We support a number of charities, coordinating our fund‑raising initiatives for maximum impact. We hold two social events a year to come together and connect in a meaningful way.

We are an equal‑opportunity employer committed to fostering an inclusive and diverse workplace culture. We embrace varied perspectives and encourage creativity that knows no bounds. While most of our roles are advertised as full‑time, we are open to discussing part‑time setup where appropriate.