Customer Experience Manager

Customer Experience Manager Location

Remote. Optional office space available in Stockport, UK.

About Us

Naturecan, founded in May 2019 by Andy Duckworth (former CEO of Myprotein) and Paul Finnegan, is a global wellness brand dedicated to helping people lead happier, healthier lives. We offer safe, effective and premium hemp-derived CBD products alongside a growing range of vitamins, minerals and wellness supplements.

As we continue our rapid expansion in the CBD, Wellness and Longevity space, we are looking for talented people who share our passion for exceptional customer experience.

Role Overview

We are seeking a proactive, driven Customer Experience Manager to own the post purchase journey and ensure our customers receive an outstanding experience at every touchpoint.

This role will be central to the business and include the management of our 3PL warehousing and distribution partners, as well as the day to day leadership of our customer service team. The ideal candidate will be hands on, solutions focused, and excited by the opportunity to improve processes in a fast growing, dynamic environment.

Key Responsibilities

• Oversee daily operational relationships with 3PL warehouse partners.
• Monitor and manage warehouse performance, service levels and operational efficiency.
• Lead and resolve claims with 3PL warehouses.
• Manage the day to day operations of the customer service team, fostering a culture of excellence and continuous improvement.
• Ensure customer interactions reflect our brand values and meet the highest quality standards.
• Report weekly and monthly on customer service metrics, customer satisfaction, and review trends.
• Drive new initiatives to enhance the customer experience across all post purchase touchpoints.
• Collaborate with other functions to implement new support methods, tools and strategies.

Experience & Skills

• Essential:
  • Background in Ecommerce.
• Demonstrated experience managing a team.
• Strong understanding of general post purchase customer journey.
• Preferred:
  • Experience with Zendesk (highly advantageous).
• Experience engaging with 3PL or logistics operations.
• Analytical mindset with the ability to produce actionable insights and reports.

What We Offer

• The chance to be part of a diverse, innovative and rapidly growing global business.
• Flexible, remote working environment.
• Supportive team culture with a strong focus on personal and professional development.
• Competitive salary.
• Private healthcare enrolment (UK only).

How to Apply

If you are passionate about delivering best in class experience and want to make a meaningful impact on the lives of our customers, we would love to hear from you!

Please submit your CV along with a brief cover letter outlining why you are the ideal fit for this role.