CX Lead

2 weeks ago

London, Greater London, United Kingdom Pod Talent Full time £40,000 - £60,000 per year

CX Lead / Customer Experience Manager

Locatio:
London Bridge (Hybrid, 3 days per week)

Salary:
Up to £40,000 with strong growth potential

Start Date:
ASAP or within 1 month

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
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