eCommerce Customer Experience Lead

eCommerce Customer Experience Lead | DTC scale-up

London (5 days office)

£45,000

As the Customer Experience Lead, you will:

• Lead and manage daily customer support operations, including resolving complex customer inquiries, handling subscription issues, and providing VIP customer support.
• Optimise and document CS processes to enhance efficiency, improve response times, and elevate customer satisfaction.
• Coach, train, and develop the CS team to maintain high-performance standards.
• Own key support metrics by analysing trends and implementing strategies to increase retention and customer loyalty.

You will need the following skillsets:

• Proven experience in a customer support experience role in D2C/eCommerce, with experience in managing a team.
• Proven success improving key CS metrics in a fast-paced environment.
• Strong understanding of subscription business models and customer retention strategies.
• Comfortable analysing customer service metrics to drive performance improvements.

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.