Customer Experience Lead

Customer Experience Lead

DTC Lifestyle Brand

Up to £60,000 + 10% Bonus

Hertfordshire (2-3 days office)

Our client is a fast-growth DTC British lifestyle brand blending creativity with commercial ambition. With a strong social impact mission at its heart, the business is scaling thoughtfully and wants every customer interaction to feel personal, seamless and memorable.

This is an opportunity to join a collaborative team where kindness, ownership and high standards matter, and where your work will directly influence customer loyalty, operational performance and long-term growth.

This newly-created Customer Experience Lead role will shape the full customer journey, ensuring every touchpoint from purchase to aftercare reflects the quality, care and attention customers expect. It will suit someone who combines commercial thinking with empathy, enjoys improving systems as much as outcomes, and wants to turn customer insight into measurable growth.

Role Highlights

• 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

You Will Need

• 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 building a CX function from scratch would be a bonus
• Experience working with multiple markets
• Tools: Gorgias, Shopify, AI

Apply now or send your CV to laura@3searchgroup.com

Due to a high number of applicants, we are only able to respond to successful candidates