Customer Experience Manager

Trust in SODA; Greater London; Híbrido; GBP 45.000 - 50.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Progression opportunities

Exposure to senior leadership

Shape CX strategy

Descripción de la vacante

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;

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer experience

Communication

Problem solving

Analytical thinking

Cross-functional collaboration

Fast-paced environment

Herramientas

Zendesk

Gorgias

Intercom

Descripción del empleo

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