Customer Experience Lead

TL;DR

Customer Experience Lead (DTC Lifestyle): Own the end-to-end customer journey across ordering, fulfilment, delivery and aftercare with an accent on service standards, team performance and friction removal. Focus on building CX reporting, improving self-serve journeys and partnering with eCommerce, product and operations teams to drive retention and repeat purchases.

Hertfordshire (2-3 days office)

Up to £60,000 + 10% Bonus

Company

Fast-growth DTC British lifestyle brand blending creativity with commercial ambition and strong social impact mission.

What you will do

• Own the end-to-end customer journey across ordering, fulfilment, delivery and aftercare
• Lead customer support strategy, service standards and day-to-day team performance
• Improve help content, FAQs and self-serve journeys to reduce avoidable contact
• Partner with eCommerce, product and operations teams to remove friction points
• Build clear CX reporting across service, satisfaction, returns and repeat purchase trends

Requirements

• Strong customer experience background within a DTC brand - essential
• Experience working with smaller consumer goods at scale
• Ability to operate both strategically and autonomously
• Experience leading CX teams
• Commercial and growth mindset with a focus on retention and repeat purchase
• Experience working with multiple markets
• Tools: Gorgias, Shopify, AI

Nice to have

• Experience building a CX function from scratch