Job Description

The Opportunity

We're looking for a commercially minded CX Manager to transform customer contact into meaningful business value and take ownership of the customer experience from end to end.

Customer service isn't simply about closing tickets. The conversations that require a human touch are often the moments that matter most—when a customer is deciding whether they trust a brand, whether they'll continue their subscription, or whether they'll buy from us again.

You'll lead our Customer Service team and help redefine the role CX plays across the brands. From retention and customer lifetime value to automation, insight and service quality, you'll ensure that every customer interaction has the potential to create value.

About our client

A fast-growing business that acquires and scales exceptional health and wellness brands. Their mission is to identify exciting businesses with strong potential and provide the expertise, investment and operational support needed to transform them into stronger, globally successful brands.

Key Responsibilities

• Leading and developing the CS team: quality, coaching, capacity, progression
• Proving and growing the commercial value of contact
• Manage our top customers, their retention and their lifetime value
• Map authority across the team to allow them to make autonomous decisions
• Maintain service standards by ticket type.
• Insight, end to end. You own what we learn from customers and getting it into product, ops, brand and trading in a form they act on.
• Listening beyond the inbox - being able to act before a ticket is raised
• Automation and AI tooling from brief to embedded, including reviewing output quality before it reaches a customer
• Customer facing comms when stock or logistics affect experience, coordinated with Ops

What they are looking for

• A commercial view of service. You talk about lifetime value and cost to serve, not only CSAT and first response time, and you already have a point of view on where revenue sits inside a support conversation
• Managed a team of two or more with real coaching, not rota management.
• Emotional intelligence. Customers are rarely asking for the literal thing they typed
• Writing that sounds like a person
• Provide insights to your team and others within the business
• Rolled out CS tooling end to end, including AI assisted platforms
• Curious and questioning