CX Lead / Customer Experience Manager

Pod Talent; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A growing D2C consumer goods brand in Greater London is seeking a Customer Experience Lead to shape and enhance customer interactions. This role involves managing social media engagement, analyzing customer feedback, and supporting initiatives to improve the customer journey. The ideal candidate has 2–4 years of experience in a similar position and is passionate about customer advocacy and community engagement.

Qualifications

• 2–4 years’ experience in customer experience or community management in a D2C or ecommerce environment.
• Comfortable managing social channels and customer support tools.
• Strong organisational and analytical skills necessary.

Responsibilities

• Handle DMs, comments, tags, and reviews across social media platforms.
• Analyse customer feedback to inform actionable improvements.
• Collaborate with teams to ensure feedback influences decisions.

Skills

Customer experience

Community management

Analytical skills

Social media management

Project management

Tools

Gorgias

Zendesk

Freshdesk

Job description

Location: Location Greater London, England, United Kingdom (Hybrid)

Sector: Logistics & Customer Services

Job Type: Permanent

Salary: Up to £40K with strong growth potential

Contact: Holly Pattison

Contact Email: [e-mail]

Job ref: 776532

Expiry date: 17-Nov-2025

A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.

What you’ll be doing at CX Lead / Customer Experience Manager -

• Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
• Analyse customer feedback and highlight trends, turning insights into actionable improvements
• Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
• Support smooth communication with operations around stock, delivery, and service updates
• Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
• Opportunity to grow a future CX team or lead external BPO partners as the function expands

Experience required for the position of CX Lead / Customer Experience Manager -

• 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
• Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
• Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
• Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end

If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV [e-mail].