Customer Experience Lead

6 months ago

London, United Kingdom Manual Full time

**About Us**

Men don’t look after their health unless they have to. We want to change that from the ground up. We are building the global destination for men's health, scaling at an incredible pace and leading the charge to help improve the lives of men everywhere. We started from the UK, then expanded to Brazil and are currently looking to bring our product to many more people across the world.

We’re de-stigmatising how men approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help men proactively improve their health and wellbeing. A place that didn't exist until now.

After a $30 million Series A round from the US and Europe's top investors that have also invested in Peloton, Oatly, Deliveroo and Farfetch, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion.

This is an exciting time to join the UK's fastest growing men's health destination and help supercharge our mission.

**The Role**

We are looking for an experienced people leader with a passion for customer service and delivering exceptional customer experience. You will be responsible for developing and managing a best in class customer experience team from owning recruitment and training to performance management and strategic delivery for continuous improvement.

Reporting into the Head of Service, you will partner with our clinicians and coaches to help our customers with their treatment plans to lose weight and keep it off for good. You will work collaboratively with the team to ensure outstanding customer satisfaction, robust clinical governance and high quality standards. You will also be the voice of our weight loss customers to the wider business, and partner with other functions to ensure that customer feedback and customer pain points are heard and addressed.

**Responsibilities**
- Ownership of our weight loss customer experience team and performance, driving improvements on quality, efficiency and customer satisfaction
- Lead the day-to-day activities including taking escalations where needed
- Build comprehensive performance reporting that can be shared with senior management and across the business and ensure targets are met
- Provide guidance, support and coaching to team members to ensure they are set up for success, including recruiting and onboarding new team members
- Oversee quality and governance within your team and ensure both are executed to our high standards
- Help communicate the service success to the wider company and advocate for customer and service priorities with other teams (e.g. product, operations)

**Benefits**
- Competitive salary of £40-£50k based on experience
- Generous stock option plan (if you make the business successful you should be rewarded)
- Ownership of projects that will have a direct impact on business direction and success
- A fun and friendly working environment with sharp and motivated co-workers
- Join in the early stages of one of the most promising scaleups in the wellness space
- 25 days holiday
- Competitive maternity, paternity, adoption, shared parental leave, parental leave policy
- You are a strong communicator with excellent interpersonal skills
- You have a great record of leading high performance teams
- You have an ownership and operational mindset - you actively seek to improve and do not shy away from complex problems
- You have a good understanding of ecommerce and/or subscription models
- You have the analytical skills to meaningfully measure and report what matters with an excellent attention to detail
- You have the ability to empathise, and to ask key questions to understand pain points
- You won’t be afraid to get stuck in and lead by example

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