CX Lead / Customer Experience Manager

Location: Location Greater London, England, United Kingdom (Hybrid)

Sector: Logistics & Customer Services

Job Type: Permanent

Salary: Up to £40K with strong growth potential

Contact: Holly Pattison

Contact Email:

Job ref: 776532

Expiry date: 17-Nov-2025

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.