Customer Experience Manager

Origin Coffee Ltd; Helston; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading speciality coffee roaster based in Helston seeks a Customer Experience Manager to guide their Wholesale Customer Service team. The role involves managing relationships with independent coffee shops, restaurants, and larger chains while improving service processes. Candidates should possess strong leadership and communication skills, alongside familiarity with CRM systems. This dynamic role offers a supportive culture and numerous benefits, including generous holiday allowance and ongoing training opportunities.

Benefits

26 days’ holiday, including birthday off

Unlimited coffee and merch discounts

Enhanced family leave and sick pay

Pension with 5% employer contributions

SCA training and ongoing learning

24/7 Employee Assistance Programme

Two paid volunteering days annually

Qualifications

• Experience in management or account management within wholesale or hospitality.
• Strong communication skills for building relationships.
• Skilled in managing multiple priorities in a fast-paced environment.

Responsibilities

• Lead, coach, and develop the Wholesale Customer Service team.
• Serve as primary contact for major wholesale accounts.
• Work with operations to ensure smooth order fulfilment.

Skills

Leadership

Communication

Problem-solving

Process improvement

CRM familiarity

Tools

Unleashed

Gorgias

Job description

Overview

At Origin, we believe in building long-term relationships with coffee producers, with our team, and with our customers. Our wholesale partners are a vital part of that story, and we are looking for a Customer Experience Manager to ensure these relationships are nurtured with care, consistency, and excellence.

This is a role with real scope: you’ll guide our Wholesale Customer Service team, act as the key contact for some of our most valued partners and shape the systems and processes that support Origin’s continued growth in speciality coffee.

The role

As Customer Experience Manager, you’ll lead and coach a small team of 2–3, helping them deliver consistently excellent service to our wholesale customers. You’ll build strong relationships with independent coffee shops, restaurants, and larger chains, understanding their needs and ensuring they get the best from working with Origin.

You’ll work closely with operations to ensure orders run smoothly and with other teams to embed service quality across every touchpoint. Alongside your daily work, you’ll drive improvements to our systems, processes, and CRM usage, continually seeking ways to simplify, accelerate, and enhance our partners\' experiences.

This is a role for someone who enjoys both the detail of operational delivery and the bigger picture of improving customer experience. It’s hands-on, people-focused, and crucial to how Origin presents itself to our wholesale community.

What you’ll do

• Lead, coach, and develop the Wholesale Customer Service team.
• Serve as a primary point of contact for major wholesale accounts, fostering long-term partnerships.
• Work with operations to ensure smooth order fulfilment and delivery.
• Lead projects to improve service processes, systems, and CRM usage.
• Collect and share customer insights to inform business decisions.
• Balance day-to-day account management with strategic improvements that support growth.
• Experience in management or account management within wholesale, B2C, or hospitality.
• Strong communicator, confident in building relationships across different customer types.
• Skilled in problem-solving, process improvement, and project coordination.
• Comfortable managing multiple priorities in a fast-paced environment.
• Familiar with CRM platforms (e.g. Unleashed, Gorgias) and stock management systems.
• Motivated by continuous improvement, with a proactive, adaptable approach.

Why join Orgin now?

Origin is one of the UK’s leading speciality coffee roasters. From direct relationships with farmers to sourcing ethically, roasting in Cornwall, and serving our coffee across the UK and Europe, everything we do is underpinned by integrity, curiosity, collaboration, and ownership.

This is an inspiring time to join Origin. Alongside growing our business, we’re expanding our product range with a new cold brew brewery and capsule facility, creating opportunities across all three of our channels: wholesale, ecommerce, and retail. As Customer Experience Manager, you’ll be central to how we support this growth, ensuring our partners experience the very best of Origin as we continue to innovate and expand.

In this role, you’ll:

• Lead a motivated team and play a central role in their development.
• Work closely with some of the UK’s most exciting hospitality businesses.
• Shape the systems and processes that underpin how we serve our wholesale partners.
• Be part of a supportive, values-led culture where ideas are encouraged and contributions are recognised.

What else at Origin?

We’re proudly independent, B Corp certified, and people-first. At Origin, you’ll find meaningful work, speciality coffee at the centre of everything we do, and a culture rooted in integrity and creativity.

You’ll also get:

• 26 days’ holiday, including your birthday off, with flexible bank holidays
• Unlimited coffee, merch discounts, and partner perks
• Enhanced family leave, sick pay, period leave, and personal days
• Pension with 5% employer contributions
• SCA training and ongoing learning opportunities
• 24/7 Employee Assistance Programme & GP service
• Two paid volunteering days each year

Everyone is Welcome at Origin

We believe diverse perspectives enrich our culture and creativity. If you’re passionate about coffee and excited by this opportunity, even if you don’t tick every box, we encourage you to apply. Your unique experience could be exactly what we need.

Why Join Us?

At Origin, you’ll be part of a dynamic team that values creativity, sustainability, and collaboration. We’re committed to providing an inclusive and inspiring environment where you can grow professionally and make a meaningful impact. And, of course, you’ll have access to some of the best coffee experiences imaginable.

While you are here and before you apply, take a look at us on Instagram.