Customer Experience Manager

Overview

Job Description: Customer Experience Manager
Position: Customer Experience Manager
Reports to: Founders/Ops Manager
Location: Luna Hut Sauna Café - Beaconsfield Road, Brighton, UK
Job Type: Part-Time, Job Share - 29 hours per week (pro-rated from £30,000 full-time equivalent based on a 40 hr week)
Salary: £21,750 per year (pro-rated from a £30,000 full-time equivalent salary).
Benefits: Free sauna and yoga membership, staff discount on food and drinks, holiday, pension etc.
Start Date: Monday 30th March 2026

Luna Hut runs beachside wood-fired saunas across Sussex, creating spaces for people to slow down, reconnect with nature, and enjoy the health and wellbeing benefits of sauna culture.

We're a small and growing team running multiple sauna locations along the Sussex coast, alongside a café space in Brighton.

We are looking for a Customer Experience Manager to oversee all customer enquiries and communication across Luna Hut sites, ensuring a smooth, friendly and professional experience for everyone who interacts with Luna Hut.

This role is part of a job share arrangement, working closely with another Customer Experience Manager to provide customer service coverage across the week.

Hours of Work

Each Customer Experience Manager works 29 hours per week.

Standard full working day:
8:00am - 4:30pm

This includes:

8 hours of paid working time

Shorter shifts do not include a lunch break.

Work Location

This role is primarily based at the Luna Hut Sauna Café in Brighton.

The Customer Experience Manager works from the upstairs office where they are available to:

• answer customer phone calls
• coordinate with the café and sauna teams
• support communication between the office and site teams

Due to the nature of the role, regular on-site presence during working hours is required.
This role is therefore not suitable for remote working.

Although this role is primarily office-based, the Customer Experience Manager is part of the wider Luna Hut team working from the café site. Having a team member present in the building helps support day-to-day operations, communication between teams, and the smooth running of the site. From time to time, this may include assisting with small operational queries in the cafe or helping directly customers where needed.

Weekly Working Pattern

Customer Experience Manager A

Total weekly paid hours: 29

Customer Experience Manager B

Total weekly paid hours: 29

Working Pattern & Flexibility

The working pattern outlined above forms part of the job share structure and is designed to ensure consistent customer service coverage across the week.

While reasonable adjustments can be discussed where appropriate, applicants should expect to work the scheduled days and hours outlined in this role description.

Both Customer Experience Managers work on Wednesday to allow for a structured handover.

Customer Experience Manager A works 9:00am - 2:00pm.
Customer Experience Manager B works 12:30pm - 5:30pm.

This provides a 90-minute overlap (12:30pm - 2:00pm) for handover of enquiries, booking updates and ongoing issues.

Both Customer Experience Managers are responsible for ensuring that all enquiries and ongoing issues are fully handed over before the end of their shift.

Role Overview

The Customer Experience Manager is responsible for managing customer enquiries, booking systems and day-to-day communication with guests across all Luna Hut locations.

This role plays a key part in ensuring a smooth and professional customer experience from the first enquiry through to post-visit communication.

Working as part of a job share arrangement, the two Customer Experience Managers collaborate closely to maintain continuity of communication, ensure enquiries are handled promptly, and support the smooth running of customer operations across the business.

Key Responsibilities

Customer Service & Communication

• Respond to customer enquiries via email, phone and social media messages in a friendly and professional manner
• Maintain a consistently high standard of customer communication
• Resolve customer issues wherever possible
• Make sensible decisions to resolve customer issues in a fair and practical way
• Manage non-standard enquiries such as collaborations, events, PR requests and charity requests
• Ensure all customer communication channels are monitored during working hours

Booking Management

• Manage the booking system and respond to booking enquiries
• Assist customers with booking changes, cancellations and general booking support
• Ensure booking information is accurate across all customer platforms
• Manage booking feeds within Momence and Periode
• Liaise with site teams when required to resolve booking issues or operational queries
• Support staff with booking queries via WhatsApp when needed

Customer Experience

• Ensure a smooth customer journey from enquiry through to post-visit communication
• Monitor customer feedback and identify recurring issues or improvements
• Share insights with management to help improve customer experience across sites

Website & Customer Information

• Update customer-facing information when required, including:
• booking availability
• FAQs
• terms and conditions
• Ensuring all customer-facing information remains accurate and up to date.

Customer Communications & Marketing Support

• Respond to customer enquiries on social media platforms
• Post approved social media content once signed off by management
• Prepare the monthly customer newsletter and send once approved by management

Administrative Support

• Provide general administrative support related to customer operations
• Assist with coordination of larger bookings or event enquiries
• Send materials to print, pick up and organise distribution to sites
• Support operational administration where required
• Participate in the Emergency Contact Rota (two shifts per week)
• Run online booking system training for staff

What We"re Looking For

• Excellent written communication skills and attention to detail
• Friendly, calm and professional approach to customer service
• Strong organisational skills and ability to manage multiple tasks at once
• Confidence working independently and solving problems
• Comfortable using booking systems and online platforms
• Experience in customer service, hospitality, administration or operations

Why Work With Us

• Supportive working environment
• Work closely with a small and friendly team
• Opportunities to shape the customer experience of a unique coastal brand
• Be part of a growing coastal wellbeing brand with multiple locations across Sussex
• Job variety - No two days are the same

How to Apply

Please send:

• your CV

In your email subject line, please include the words "Customer Experience Manager Application".

In your cover email, please briefly tell us why the role interests you and any experience you have managing customer enquiries or booking systems.