Customer Experience Manager

Role: Customer Experience Manager

Location: FloridaType: Full-time, on siteWe are partnered with a fast-growing, entrepreneurial ecommerce beauty brand with a strong focus on customer experience, retention and long-term customer value.

Operating across multiple consumer brands, they are building a customer-first culture where ideas are encouraged, decisions are made quickly and everyone is willing to get stuck in.About the RoleWe’re looking for an experienced Customer Experience / Customer Service Leader to take ownership of the end-to-end customer journey across multiple ecommerce channels.This is a hands-on leadership role for someone who sees customer service as a commercial opportunity - driving loyalty, retention and revenue alongside delivering an exceptional customer experience. You’ll work closely with ecommerce, marketing, social and operations teams and have direct exposure to senior leadership.ResponsibilitiesLead day-to-day customer experience across phone, email, live chat and helpdesk channels across multiple ecommerce storefronts and brands.Oversee social customer service, including comments, DMs and public reviews.Turn CX into a commercial driver by identifying opportunities to increase conversion, upselling, retention, repeat purchase and customer lifetime value.Own key CX metrics including CSAT, NPS, response times and resolution performance.Map and optimise the customer journey, using customer feedback and support data to identify and resolve friction points.Manage escalations and work closely with ecommerce, marketing and operations to resolve issues and turn customer insight into action.Lead, coach and develop the customer service team while remaining hands-on during peak periods and supporting the queue when required.Review and improve CX processes, systems and automation to improve efficiency and scalability, including opportunities to leverage AI and self-service.About You7+ years’ experience in CX/customer service, including 3+ years leading a team.Essential: strong D2C ecommerce experience, including hands-on management of social customer service (comments, DMs and public reviews).Proven experience leading omni-channel CX across multiple brands, with a track record of delivering measurable commercial results.Commercially minded and data-driven, with experience owning KPIs, retention, repeat purchase and customer lifetime value.Confident using helpdesk/CX platforms such as Gorgias, Zendesk, Freshdesk or Salesforce, with an appetite for new technology, AI and automation.Hands-on, direct and solutions-focused, with strong communication and organisational skills.Comfortable challenging existing processes, improving ways of working and getting involved alongside the team when needed.Experience with Klaviyo, Postscript or relevant CX/industry certifications would be advantageous.Why This Role?Join an exciting, growing ecommerce brand where customer experience is a key part of the commercial strategy.Competitive salary, commensurate with experience, plus a performance bonus linked to CX-driven revenue.Direct access to leadership, with the opportunity to shape CX strategy rather than simply execute it.Health, dental and vision benefits.Employee discounts across the brands.Interested?Apply directly through the link or email me at helen@LT-Talent.comAnd remember - you can now apply with a traditional CV or a Video CV, whichever you prefer. There’s no pressure to be on camera and no disadvantage either way - it’s simply another way to introduce yourself.Equal Opportunities & Application ProcessLT Talent is an award-winning recruitment agency. We are committed to creating an inclusive and diverse workforce and encourage applications from candidates of all backgrounds, ethnicity, genders, ages, sexual orientations, religions, and abilities.Due to the high volume of applications we receive, if you have not heard from us within 7 days of submitting your application, unfortunately you have not been successful on this occasion. However, we thank you for your interest and encourage you to apply for future opportunities.