Editorial & CX Team Manager

StoryTerrace; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Monthly bonus

Commission

Job summary

StoryTerrace in London is seeking a senior people leader to head our front-line Project Managers and a Customer Success Agent, overseeing UK and US client book projects. You’ll coach the team, drive KPIs like upgrades, payments, and customer satisfaction, and ensure service levels and on-time delivery amid sensitive client stories.

A background in customer service, project management, and manuscript production helps, with remote work history and a willingness to travel to Aldgate offices 2–3

Qualifications

• Have line-managed a team (remote or multi-location) and hiring experience.
• Experience in customer service and handling complaints.
• Commercial mindset with strong focus on targets and numeracy.
• Solid project management in fast-paced client environments.
• Knowledge of manuscript and book production processes.
• Strong communicator across stakeholders at all levels.
• Familiarity with G-suite, HubSpot and Claude is a bonus.
• Nice to have experience with the US market or personalised products.

Responsibilities

• Lead a frontline Project Managers team and a Customer Success Agent across the UK and US.
• Coach using data dashboards, 121s and client feedback to motivate and improve performance.
• Ensure service levels and hit project milestones and deadlines.
• Manage escalations and client concerns with calm leadership.
• Keep the team trained on processes and continuously improve ways of working.

Skills

Line management

Customer service

Project management

Commercial mindset

Data dashboards

Communication

Tools

G-suite

HubSpot

Claude

Job description

Every year, hundreds of people trust us with the story of their life. Your team turns each one into a beautiful book, delivered on time, that clients are proud to hold and happy to recommend.

The role

You'll lead our team of front-line Project Managers and a Customer Success Agent across the UK and US. It’s a mix of people leadership, editorial production and commercial results. You’ll coach your team as they run 400+ live book projects at any one time, report to the CEO and work closely with Sales, Publishing and Editorial Operations.

What you'll own

• Hire, onboard, challenge and develop your team across the UK and the US. You'll coach using data dashboards, 121s and client ratings, give candid feedback, motivate and build a team that feels like a team.
• Your team’s results show up in clear numbers and KPIs: upgrades and extension fees, downgrades and cancellations, payments collected and our Trustpilot rating.
• You’ll balance workload across the team, making sure we hit our service levels from response times to project milestones and deadlines.
• Escalations and complaint handling land with you - our clients share deeply personal stories, and around 1 in 5 involve someone working through trauma. When something goes wrong, feelings run high. You're the calm person who supports your team and if needed, steps in to sort it out.
• Keep your team trained on the latest processes and best practices, often building processes yourself as you find better ways of working.

About you

• You've line-managed a team, ideally remote or spread across locations, and you've owned hiring, performance conversations and development.
• Experience working in customer service, handling complaints or difficult conversations.
• A commercial mindset, target driven and comfortable with numbers.
• Solid project management experience, ideally in fast-paced client-facing environments, managing multiple concurrent stakeholders, timelines, and competing priorities without ever dropping the ball.
• Knowledge of manuscript and book production processes.
• You adapt how you communicate with very different people: a new joiner, an anxious client, a sales lead, a CEO.
• You champion feedback and have a yes-we-can mindset.
• Familiarity with G-suite, HubSpot and Claude is a bonus.
• Nice to have: experience working with the US market or personalised products.
• Monthly bonus & commission, typically adding around £3,500 a year
• Full time, hybrid role with at least 2 and max 3 office days per week (Aldgate, London)
• A collaborative, mission-driven culture in an international scale-up environment

Our mission is to make sure every life story is captured and passed on in a meaningful way. Since 2014 we've matched each client with the right writer from a network of 600+ professionals, then designed and printed their book on our own platform, Bookmaker. We've sold over 4,000 books and won on BBC Dragons' Den in 2020. We're headquartered in London and work with clients across the UK and US.

At StoryTerrace, we're as passionate about our people as we are about our product. We believe in hiring for heart and drive, and we're committed to building a team that reflects a wide range of backgrounds and experiences.