Customer Experience Manager

The Role At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. In this role, you will take on a key responsibility in leading customer experience initiatives, driving process improvements, and turning customer insights into meaningful business actions. Working closely with cross-functional teams, you will help enhance customer satisfaction, optimize support operations, implement automation and CX tools, and ensure the voice of the customer is reflected in key business decisions. We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you! What you’ll do Lead the function when it counts Deputise for the CX Lead, running the function with confidence and independence Make sound judgement calls, bringing solutions rather than problems Keep the team and wider business informed proactively Insights & reporting Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews Own and deliver monthly CX reports with clear, actionable recommendations Monitor sentiment and provide early warning signals for product, process, or reputation issues Keep pace with industry trends, performing regular competitor benchmarking to ensure that we stay ahead and best of class in terms of CX. CX projects & automation Lead projects to improve tools and workflows — automation pilots, macros, FAQ refreshes — from brief to delivery Own the rollout of new CX tools including testing, documentation, and embedding with the team Keep FAQs, help content, and macros clear, accurate, and up to date Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated Customer logistics comms Own customer-facing comms when stock or logistics impact CX — out of stock updates, backorders, replacements Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations Cross-functional collaboration Share customer insight with other departments to drive improvements and engagement Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience Champion the voice of the customer in cross-functional planning and reviews Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment What you’ll bring 4–6 years in a customer experience role, with meaningful time in a scaling DTC or ecommerce business where processes were being built rather than inherited Proven ability to lead a function independently as a deputy or senior individual contributor Excellent written communication skills, with the ability to adapt tone across different platforms and audiences Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk Skilled at turning customer insights into clear, well-contextualised reports with actionable recommendations Strong organisational skills, able to manage multiple projects without losing quality Analytical mindset with the ability to track and interpret CX metrics including CSAT, response time, sentiment, and review volume Experience working with outsourced CX partners or BPOs Experience engaging customers on review platforms Experience implementing automation and AI tooling Mindset & approach Customer-obsessed, with a genuine passion for building trust and advocacy Proactive and ownership-driven — closes the loop without being asked Comfortable making judgeme