Customer Experience Executive

Role Overview

The Customer Experience Executive plays a critical role in delivering a seamless, high-quality end-to-end customer journey while supporting sales growth and broader commercial objectives. This role balances customer service excellence, strong operational control, and proactive sales activity, acting as a trusted point of contact for customers and a key support partner to the wider Sales team. Working closely with Sales and internal stakeholders, the Customer Experience Executive ensures customer needs are met efficiently, effectively, and consistently.

Key Responsibilities

• Deliver an exceptional end-to-end customer experience by providing expert product advice, resolving issues, and efficiently processing quotes, orders, and sample requests.
• Act as a key point of contact for customers via phone and email, aiming for one-contact resolution through strong problem-solving, investigation, and communication skills.
• Demonstrate excellent customer service skills in every interaction and ensure timely, one-contact resolution with customers.
• Proactively manage and investigate customer issues, identify root causes, resolve conflicts, and escalate where necessary.
• Review and manage open orders daily, ensuring delivery blocks, billing blocks, incomplete orders, delays, and open cases are actively controlled and resolved.
• Balance operational customer support with inbound and outbound sales activity, identifying opportunities to increase revenue, improve conversion, and add value to every interaction.
• Actively support Sales Representatives by maintaining accurate pipelines, progressing opportunities, and providing best-practice tools, processes, and insights.
• Set up, maintain, and optimise CRM and sales automation systems primarily using NetSuite and Power BI to drive efficiency and sales performance.
• Contribute to sales growth by following up on low stock updates, supporting promotions, and ensuring opportunities are progressed through to completion.
• Attend Monthly Global Sales Calls and Weekly Team Huddles, sharing customer and operations insights.
• Where required, support or oversee internal support resources to ensure consistent service levels and high performance.

About You

• Customer-focused but commercially driven, with confidence to sell, upsell, and spot opportunities.
• Comfortable working in a sales environment and motivated by targets, growth, and results.
• Highly organised with great time-management skills, capable of balancing operational responsibilities with sales priorities.
• Confident communicator with strong problem-solving and conflict-resolution skills.
• Minimum experience of 2 years in a support background, ideally working with CRM software like Salesforce, Zendesk or other sales systems.
• Proactive, resilient, and not afraid to challenge processes or push for better outcomes.
• Comfortable working in an office setting in the heart of London
• Enjoy working collaboratively but are equally confident taking ownership and accountability for your results.
• Proactive and self-motivated, comfortable working with inbound and outbound sales activity rather than waiting for opportunities to come to you.

KPIs

• Achieve and maintain a <97% Answer Rate every month
• Reduction and ongoing control of open cases, maintaining >40 cases monthly
• Emails in inbox greater than 48 hours: <2
• Demonstrated understanding of products, promotions, and new launches
• Proactively creates Sales Opportunities through customer contact
• Successful delivery of agreed sales initiatives

Skills/Experience

• People-oriented and results-driven
• Excellent customer service skills
• Sales experience on the phone
• Competence to build and effectively manage interpersonal relationships at all levels of the company
• Effective relationship building, networking and influencing skills
• Excellent communication skills, written, verbal and interpersonal
• Ability to identify, analyse and develop effective solutions to problems
• Excellent organisational skills and attention to detail
• Ability to priotitise tasks and to delegate them when appropriate

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