Customer Experience Leader - Hybrid Growth Role

Trust in SODA; Greater London; Hybride; GBP 45 000 - 50 000; Plein temps

Avantages offerts par ce poste

Progression opportunities

Exposure to senior leadership

Shape CX strategy

Résumé du poste

Trust in SODA in London is seeking a Customer Experience Manager to own the end-to-end customer journey and elevate the customer experience across all touchpoints. This hands-on role suits someone who enjoys solving customer problems, improving processes and acting as the voice of the customer within a growing business.

You will manage inquiries across email, live chat and social channels; own issues related to orders, deliveries, returns and products; monitor reviews and drive satisfaction;

Qualifications

• 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.

Responsabilités

• Manage customer inquiries across email, live chat and social channels.
• Own customer issues relating to orders, deliveries, returns, warranties and products.
• Monitor customer reviews and drive customer satisfaction.
• Identify trends in customer feedback and recommend improvements.
• Work closely with Operations, Logistics and Commercial teams.
• Improve support processes, workflows and self-service resources.
• Help build a best-in-class customer experience function.

Connaissances

Customer experience

Communication

Problem solving

Analytical thinking

Cross-functional collaboration

Fast-paced environment

Outils

Zendesk

Gorgias

Intercom

Description du poste

Trust in SODA in London is seeking a Customer Experience Manager to own the end-to-end customer journey and elevate the customer experience across all touchpoints. This hands-on role suits someone who enjoys solving customer problems, improving processes and acting as the voice of the customer within a growing business.

You will manage inquiries across email, live chat and social channels; own issues related to orders, deliveries, returns and products; monitor reviews and drive satisfaction;