Senior Customer Experience Manager

OMNES is a modern, sustainable and cost-conscious women’s fashion brand, designing ethically crafted clothing. OMNES means ‘all’, a reflection of the fact that we all need to work together to change the way we shop, wear and think about fashion. OMNES focuses on timeless designs with playful pops of print and colour and a considered approach to how their pieces fit bodies of all shapes and sizes. OMNES was founded in London in 2021 to address the gap in access to better wardrobe choices and create a brand that would speak to this unmet need.The fashion industry is one of the world’s most prolific polluters, with millions of tonnes of textiles ending up in landfill every year, and global supply chain workers being underpaid and exploited. The detrimental impact is vast, and improving the ways it operates could make a truly positive difference to the future of our planet and global community. OMNES strives to act as a responsible global citizen, treating the Earth with respect, and aiming to contribute to its repair.The RoleYou'll help to set strategy, define tooling, and lead day-to-day operations across a model combining in-house expertise, flexible agency support, and AI deflection tools. What You'll Do

• Own the end-to-end customer experience across all channels (email, chat, social DMs, reviews)
• Build and manage our CX toolkit, including AI deflection and helpdesk platforms
• Define and monitor SLAs, CSAT, NPS, and resolution time metrics
• Manage outsourced agency partners, including capacity planning and QC
• Champion the customer voice internally, feeding insight into product and marketing
• Develop tone of voice guidelines and self-serve resources to reduce inbound volume About You
• 5+ years in a CX or customer service leadership role, ideally within a DTC fashion or lifestyle brand
• Experience managing both in-house teams and outsourced operations
• Hands-on with modern helpdesk and AI tooling (Gorgias, Zendesk, or similar)
• Strong analytical skills and comfortable owning CSAT and NPS reporting
• A sharp instinct for brand tone and empathetic customer communication
• Comfortable building processes from scratch in a fast-moving environment