Customer Experience Manager

Pact Coffee; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

23 days holiday

Flexible hours

Birthday day off

Pension

Coffee allowance

Wellness support

Employee assistance

Job summary

Pact Coffee is hiring a Customer Experience Manager to lead our customer service team and shape every step of the Pact journey, from sign-up to delivery. You’ll run the team day-to-day, develop people, and turn feedback into positive change across Operations, Production, Marketing, CRM, and product.

With at least 2 years’ experience, you’ll set service standards, track KPIs, and drive improvements. The role is based at London Bridge with a hybrid, flexible-working setup; salary £45,000 per annum

Qualifications

• 2+ years in managing a customer service/ CX team.
• Proven track record of raising standards and customer satisfaction.
• Experience using KPIs and data to manage performance.

Responsibilities

• Lead and develop the customer service team day-to-day.
• Set clear service standards and oversee all contact channels.
• Work with Ops, Production, Marketing, CRM and Product to drive improvements.

Skills

People leadership

KPIs & data

Customer experience

Zendesk

Cross-functional collaboration

Tools

Zendesk

CRM tools

Job description

We’re Pact, and we’re here to change the world of coffee.

We seek out the earth’s best beans from the world’s best growers, lovingly roast them, and serve them to you at their freshest.

You’ll find our speciality coffees in kitchens across the UK through our subscription and store, on the shelves at Waitrose and Ocado, on Amazon, and in offices, cafes and restaurants around the country.

Everyone on our team helps shape what we do - from sourcing to marketing to the moment a bag lands on someone’s doorstep. Last year, we roasted over half a million kilograms of coffee, and grew our team to 70 across our head office near London Bridge and our roastery in Surrey.

Fancy making a Pact with us?

The role

Love great coffee, problem-solving, and happy customers?

We’re hiring a Customer Experience Manager to lead our customer service team and make every step of the Pact journey excellent - from the moment someone signs up to every bag that lands on their doorstep.

Every conversation with our team is a chance to turn a good experience into a great one, and a first order into a lasting subscription. We need someone to make sure we get it right every time - leading a brilliant team, spotting where we can do better, and turning what our customers tell us into positive change.

That’s where you come in. This is a hands-on role - you’ll run the team day-to-day, help them develop, and use customer feedback and data to decide where to focus. You’ll be the voice of our customers across the business, working with teams from Operations and Production to Marketing, CRM, Product and B2B, so their perspective shapes every decision we make. And once a month, you’ll join the wider Operations team at our Haslemere roastery.

What you’ll be doing

Leading the team

• Leading and developing our customer service team, setting clear expectations, building skills, and creating a culture that’s all about brilliant service.
• Overseeing every customer contact channel, making sure the right systems, processes, and service standards are in place.
• Reporting regularly on performance to our Operations Director and senior leadership team, with clear recommendations. Keeping sensible controls in place around refunds, replacements, and gaming risks.

Improving the customer experience

• Setting and tracking our key service performance measures, using data and customer feedback to decide priorities and drive improvements.
• Looking at the whole customer journey from sign-up to ongoing subscription and delivery, and finding ways to build loyalty and reduce cancellations.
• Being the eyes and ears of our customers, making sure feedback, reviews, NPS, and recurring issues turn into meaningful improvements

Working across the business

• Building strong relationships right across the Pact team, bringing teams together to solve customer issues and making sure the customer view shapes wider decisions.
• Working with Production, Operations, B2B, Marketing, CRM, and product to fix recurring issues and support new product launches and campaigns.

You could be who we’re looking for if…

• You’ve got at least 2 years’ experience managing and developing a customer service or customer experience team.
• You’ve got a track record of raising standards, team performance, and customer satisfaction.
• You know what makes a great customer experience, and how to deliver it consistently.
• You’re confident using customer service systems (we use Zendesk) and using KPIs and data to manage performance.
• You’re outgoing, practical, and proactive, with a real passion for customer experience and the confidence to make things happen.
• You’re a natural people person. You communicate confidently at every level, and you’re great at bringing different teams and perspectives together.
• You’re happy working from our London Bridge office Tuesday to Thursday, with one day a month at our roastery in Haslemere.
• You’ve worked in an e-commerce, FMCG, or subscription business. This isn’t essential, but it’s a big bonus.
• You love coffee - that’s a big bonus too, but if you’re still learning, we’ll happily help your passion grow on the job!

This is your chance to shape how customers feel about Pact. You’ll lead a lean but brilliant team who speak to our customers every day, and you’ll see the difference your ideas make - in great reviews, even better retention, and a team that understands our customers inside out.

Salary: £45,000 per annum

Our Head Office is in London Bridge, but we offer a hybrid, flexible working environment. We have an engaged, collaborative approach to work, supportive leadership team, and our perks are great.

Here are some of the Pact Perks we currently offer:

• Hybrid working model (everyone is in the office Tuesday, Wednesday and Thursday)
• Flexi-time working, with core hours (10:00–16:00)
• 23 days holiday (increasing annually up to 27 days)
• 3 extra days leave between Christmas & New Year
• Another day off for your birthday
• Monthly at-home coffee allowance
• Enhanced Workplace Pension
• Income Protection
• Group Life Assurance (plus bereavement & probate support)
• Cycle to Work Scheme
• Workplace Nursery Benefit
• Employee Assistance Program (inc. counselling)