Customer Experience Manager

Customer Experience Manager
About the role
We're looking for a people-focused, tech-curious Customer Experience Manager to join a growing consumer brand with food at its heart.

The product is market-leading, the flavours are inspired, and the operation behind the scenes is just as impressive. Now, it's about making sure every customer experience lives up to that standard.

That's where you come in.

You'll be someone who genuinely cares about customers, enjoys figuring out why things aren't working and is always looking for a better way to do things. You'll also have a real interest in how AI and technology can make life easier, both for customers and the team behind the scenes.

It's a hands-on role with plenty of variety. One day you might be turning around a tricky customer situation, the next you're digging into customer feedback, improving a process or experimenting with an AI tool that could save the team hours of work.

It's a great opportunity for someone who enjoys working with people but also loves getting stuck into systems, ideas and new technology.

Your areas:
Looking after customers

• Make sure customers have a great experience, from getting started through to ongoing engagement and loyalty.
• Help resolve tricky enquiries and the odd complaint, ensuring a positive outcome for the customer is always front of mind
• Reach out to customers who may be thinking of leaving or who haven't engaged in a while, finding genuine ways to bring them back.
• Spot common customer issues and work out how to stop them happening in the first place.
• Help sort account queries, payment issues and credits, using good judgement and attention to detail.

Leaning into AI

• Look for ways AI and automation can take the hassle out of everyday tasks and improve customer service.
• Explore tools such as chatbots, automated responses and AI assistants to help customers get answers faster.
• Find ways to make better use of customer data, CRM systems and connected technology.
• Get involved in testing new ideas, improving workflows and making processes simpler for everyone.

Working with the wider team

• Share customer feedback and ideas with the Marketing, Operations and Product teams.
• Help improve the customer journey, communications and overall experience.
• Work on initiatives that encourage customers to stay, reconnect and get more value from the service.
• Keep an eye on customer feedback and trends, helping the team understand what's working and what could be better.
• Manage a team of two across Customer Experience and Retention

About you:

• You are a real doer with experience in customer experience, customer service, customer success, retention or a similar role.
• A digital native – someone who leans into AI and automation – finding smarter ways to work is something you are genuinely passionate about
• Confidence using systems and technology. Experience with HubSpot, Salesforce or similar CRM platforms would be useful.
• Someone who can spot patterns, think things through and turn feedback into practical ideas.
• Great communication skills, a calm head when things get tricky and an eye for detail.
• A genuine love of food. You're a bit of a foodie, enjoy discovering new things and like being part of a business that puts great food at the centre of what it does.

Working arrangement:

• Hybrid, with a mix of office and work-from-home days.
• Hours: A Sunday shift from home, generally every second or third week, working approximately 12pm–6pm. On these weeks you will have the Friday before off