About the Company
Our client is an innovative business operating in the electric mobility and urban transport sector, focused on designing and delivering premium products that make commuting more enjoyable, efficient, and sustainable.
With a strong reputation for engineering excellence and design-led innovation, the company is committed to accelerating the adoption of healthier and more sustainable personal transportation solutions.
The business is entering an exciting growth phase, with new product launches planned across European and international markets, making this a great opportunity to join a dynamic and forward-thinking team.
Customer Experience Manager
Our client is seeking a Customer Experience Manager to support the continued growth of the business as it expands its product offering and market presence. This is an exciting opportunity to play a key role in shaping the customer journey across both direct-to-consumer and retail channels. The successful candidate will combine strong relationship-building skills with a hands-on approach to operational support and customer service.
You will work closely with internal teams including engineering, technical support, operations, and logistics, as well as external partners such as retailers and service providers.
This role requires someone who is proactive, organised, and customer-focused, with the ability to communicate clearly and confidently both verbally and in writing.
The Role
The Customer Experience Manager will be responsible for ensuring a high standard of support across the company’s customer and retailer network.
This is a varied and hands-on role which includes working with existing systems while also supporting the implementation of new tools and processes.
You will build trusted relationships with customers and retail partners, helping them better understand the company’s products and services while ensuring issues are resolved efficiently and professionally.
A high level of energy and adaptability is required, as the role involves supporting multiple functions including customer support, operations, events, and product demonstrations.
Mechanical knowledge is not essential but would be advantageous.
Key Responsibilities
* Manage incoming technical and service enquiries through the internal ticketing system from customers and retailers across international markets
* Liaise with technical support and engineering teams to resolve product-related issues
* Coordinate with service partners, workshops, and third-party logistics providers when required
* Support retail partners and technicians in resolving technical issues and booking servicing or repairs for direct customers
* Raise orders for spare parts and repair services
* Work with courier and shipping providers to organise transport of products between customers, retailers, and service locations
* Use and maintain internal business systems including CRM, e-commerce platforms, customer service tools, and project management software
* Assist with the implementation of new operational systems and processes
* Support warehouse operations by identifying and escalating stock issues to relevant product managers
* Attend industry events and trade shows when required
* Provide customer support and technical assistance via phone, email, video documentation, and in person
* Deliver product demonstrations to retailers, customers, and media representatives
* Collaborate with engineering and product teams to improve product quality, manufacturing, and design based on customer feedback
* Support occasional manual handling tasks related to shipping, product demonstrations, or customer deliveries
* Confidently demonstrate products both in person and through video content
What’s on Offer
* A dynamic and collaborative working environment within a fast-growing technology-driven business
* Opportunities for career progression in a rapidly evolving industry
* The chance to work with innovative products at the forefront of sustainable mobility
* A competitive benefits package designed to support professional development and long-term career growth