Senior CX Lead: Post-Purchase Growth & Retention

Zima Dental; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

28 days holiday

Company pension

Cycle to Work scheme

Ongoing learning and development support

Weekly team and company social activities

Direct collaboration with senior leaders

Job summary

Zima Dental is looking for a Customer Experience Lead to own and optimize the post-purchase experience and drive customer retention. This is a senior role focused on reducing returns and enhancing customer satisfaction through strategic initiatives, collaboration with Product and Marketing, and actionable insights from customer data. The ideal candidate has 3+ years of customer experience in ecommerce and familiarity with CX tools like Gorgias and Zendesk. Benefits include 28 days holiday, pension contributions, and ongoing development support.

Qualifications

• 3+ years' experience in customer experience, retention, or operations within ecommerce.
• Strong analytical capabilities to connect customer feedback to business outcomes.
• Ability to turn unstructured customer data into actionable insights.

Responsibilities

• Own the key metric of revenue lost to returns and drive initiatives to reduce it.
• Aggregate insights from reviews, support tickets, surveys, and returns data.
• Improve CX workflows, FAQs, and automation to reduce friction and increase efficiency.

Skills

Analytical mindset

Cross-functional collaboration

Proactive problem-solving

Tools

Gorgias

Zendesk

Job description

Zima Dental is looking for a Customer Experience Lead to own and optimize the post-purchase experience and drive customer retention. This is a senior role focused on reducing returns and enhancing customer satisfaction through strategic initiatives, collaboration with Product and Marketing, and actionable insights from customer data. The ideal candidate has 3+ years of customer experience in ecommerce and familiarity with CX tools like Gorgias and Zendesk. Benefits include 28 days holiday, pension contributions, and ongoing development support.