A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.
What you’ll be doing at CX Lead / Customer Experience Manager -
- Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
- Analyse customer feedback and highlight trends, turning insights into actionable improvements
- Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
- Support smooth communication with operations around stock, delivery, and service updates
- Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
- Opportunity to grow a future CX team or lead external BPO partners as the function expands
Experience required for the position of CX Lead / Customer Experience Manager -
- 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
- Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
- Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
- Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end
If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV to holly@pod-talent.com.
