Customer Experience Lead

Posted 17 hours 34 minutes ago by Elizabethscarlett

Permanent
Full Time
Other
London, United Kingdom
Job Description
Create Joy. Protect Wildlife. Build for Growth.

At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world's most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next Customer Experience Lead, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world.

Salary: £60k + 10% performance bonus
️ Reporting to: Head of eCommerce
Location: London
️ Hybrid: 3 days per week in Potters Bar
Employment type: Full Time

Why this role matters

Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint.

This role is your chance to:

  • Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service

  • Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates

  • Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special

What You'll Be Responsible For

1. Own the End-to-End Customer Experience

  • Be the Product Owner for all customer purchase journey, from onsite consideration order placed fulfilment delivery aftercare

  • Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and comms, also managing communications around failed deliveries, delays, and exceptions

  • Ensure every customer touchpoint feels clear, thoughtful, and on-brand

  • Act as the internal voice of the customer, advocating for their experience

  • Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations

2. Customer Support & Service Excellence

  • Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience.

  • Line management of the Customer Service Team responsible for day-to-day execution.

  • Partner closely with the Customer Service Team to:

  • Develop and evolve service playbooks for all standard scenarios (delivery delays, product quality issues, returns and exchanges, personalisation requests).

  • Improve macros, workflows, and AI guidance to increase quality, consistency, and deflection.

  • Use customer service data and insight to identify recurring experience and operational issues, and drive root-cause resolution with eCommerce, Product, and Operations.

  • Own readiness for peak trading periods, ensuring resourcing plans, escalation paths, and proactive customer communications are in place.

3. Improve the Self-Serve Experience

  • Own all customer-facing help content, including FAQs, Help centre articles and Order, delivery, and returns information.

  • Ensure content is clear, up to date, and genuinely helpful while being aligned to brand tone and real customer questions

  • Use ticket data to continuously improve self-serve and deflect unnecessary contact

4. Turn CX Into a Growth & Retention Lever

  • Identify repeat friction points and fix root causes across product, Website UX, Fulfilment & Policies

  • Partner with eCommerce, Product, and CRM to reduce contact rate per order, returns and exchanges while improving repeat purchase and NPS

  • Feed CX insight directly into CRM flows, onsite messaging, and product decisions

5. CX Metrics, Insight & Reporting

  • Own CX KPIs including: CSAT / NPS, First response & resolution times, Contact rate per order, Cost per Contact, Returns reasons and trends

  • Build insights reporting that surfaces themes and causes, not just volumes.

Who we are looking for

  1. Mindset

    • Analytical and data-driven, but with strong creative judgment

    • Curious and proactive in identifying growth opportunities

    • Entrepreneurial - thrives in autonomy and takes ownership for outcomes

  2. Must-have skills

    • Deep experience within the Shopify ecosytem

    • Experience building and executing Customer Experience tools and systems

    • Ability to directly communicate with customers

  3. Nice-to-have skills

    • Experience with Gorgias, Loop Returns and similar

    • Experience managing customer communications when issues arise

  4. Experience

    • 3 years building Customer Experience

    • Ideally within a fast-growing DTC brand

  5. Culture fit

    • Kind, collaborative and uplifting

    • Entrepreneurial and action-oriented

    • Excited to join a brand with purpose - blending creativity, commerciality, and conservation

What we offer

  1. Salary and bonus

    • £60k + 10% performance bonus

  2. Flexibility and time

    • Hybrid working (3 days in-office)

    • 24 days holiday plus bank holidays

  3. Personal development

    • Annual L&D budget (3% of salary)

    • Annual summer retreat (e.g. 42 Acres in Somerset)

  4. Team perks

    • £500 ES products per year plus 60% team discount

    • 25% friends and family discount code

  5. Impact and ownership

    • A pivotal role within our D2C Growth Team to drive revenue globally

    • Direct contribution to our £2M conservation mission

Our hiring process

  1. Virtual Values / Mission Stage (Phone call), with People Manager

  2. Virtual Role Skills Stage with Hiring Manager, with Head of eCommerce

  3. Virtual Task presentation

  4. In person Culture interview with team members + a catch up with our CEO

Ready to join a purpose-driven brand and help us scale joy and conservation impact?

Apply now and bring your talent to Elizabeth Scarlett.