Customer Experience Manager
Department: Customer Service
Employment Type: Full Time
Location: Manchester
We are looking for a Customer Experience Manager to lead and evolve REFY’s global customer experience and oversee all customer care operations.
Reporting into the Head of Digital, this role sits at the centre of the business and works closely with teams across Ecommerce, Operations, Marketing, Product and Retail to ensure a seamless and elevated experience for our customers.
You will own the end-to-end customer journey, lead the Customer Care function, and drive improvements that enhance both customer satisfaction and commercial performance. This role requires someone who can combine strategic thinking with operational leadership, translating customer insight into meaningful improvements across the business.
KEY RESPONSIBILITIES
- Own and evolve REFY’s end-to-end customer experience strategy across digital and service touchpoints.
- Map and optimise key customer journeys, identifying friction points and implementing improvements.
- Act as the voice of the customer, using feedback, reviews and operational insight to influence business decisions.
- Lead and continually evolve REFY’s global Customer Service function.
- Oversee the day-to-day running of the team, including ticket flow, SLAs, escalations and operational processes.
- Coach and develop the team, driving high performance and a consistently strong customer
experience. - Identify customer pain points and deliver improvements across the full customer journey.
- Scale the team, tools and systems, introducing automation and analytics to improve
efficiency and impact. - Optimise customer communication channels to enhance experience and unlock
commercial opportunities. - Work closely with Operations, Ecommerce, Marketing, Product and Retail teams to
improve customer touchpoints. - Partner with the Digital team to develop proactive sales, retention and loyalty initiatives.
- Represent the customer perspective in cross-functional projects and decision making.
- Analyse customer feedback, reviews and operational data to identify trends and
opportunities for improvement. - Track CX metrics including CSAT, response times, resolution rates and customer
sentiment. - Champion community-led customer experience by partnering with Social and Marketing
teams to monitor, engage and learn from conversations across social platforms, ensuring
customer feedback, sentiment and trends from the community are translated into
actionable improvements across the customer journey.
SKILLS, KNOWLEDGE AND EXPERIENCE
- Strong experience in Customer Experience, Customer Care or CX Strategy roles, ideally within ecommerce, beauty or consumer brands with experience managing global programmes (UK, US, ME, EU)
- Proven experience leading and developing customer care teams.
- Strong understanding of ecommerce customer journeys and digital-first customer
experiences. - Experience implementing CX improvements, automation or technology solutions.
- Comfortable working cross-functionally and influencing stakeholders across the business.
- Data-driven, able to translate customer insight into actionable improvements.
- A proactive and commercially minded problem solver who thrives in high-growth
environments - Experience using Gorgias, Aftership, Shopify, Yotpo, Okendo is desirable
OUR PERKS
- 25+ Days Holiday: Start with 25, earn one for every year's service (up to 5)
- Extra Holidays: Option to buy up to 5 additional days.
- Sabbatical Leave: Take up to 3 months off after 4 years of service.
- Community First Day: A day to support a cause you love.
- Bonus Scheme: Rewards for your hard work and success.
- Family Leave: Enhanced support for new parents.
- EV Scheme: Drive electric with salary sacrifice options.
- Financial Coaching: Guidance to boost your money mindset.
- Flexible Religious Holidays: Flexibility to honour days that matter to you.
- Flexible Working: Flexi start and finish times with the option to work one day per week from home.
- REFY Product Perks: Annual allowance, exclusive discounts, and be the first to try new REFY products before any launches!
- Regular Social Events: Team-Building days and seasonal parties.
- Career Growth: Tailored training and development opportunities.
- Vitality Health Insurance: Health coverage with added benefits.
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