Customer Experience Manager – Protein Works
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The Role
This role is all about leading with care: championing the customer and setting the standard for excellence in every interaction. As our Customer Experience Manager, you’ll guide and inspire a talented team of CX Specialists across the UK and international markets, ensuring that every customer feels heard, valued, and looked after. You’ll bring calm leadership, clear communication, and a deep sense of care and empathy to the heart of our customer service. Focused on people and performance, you’ll balance hands‑on support with strategic direction, shaping how we care for our customers and how our team shows up every day. You’re a natural communicator, a motivator, and a believer that great service starts with great leadership.
Key Objectives & Responsibilities
* Lead, coach, and inspire CX Specialists across UK and European markets to hit ambitious quality and performance targets.
* Optimise RichPanel setup with smart automations, triggers, and integrations to power efficiency and personalisation.
* Champion digital‑first customer interactions, prioritising chat, social, email, and calls to deliver fast, human service.
* Deliver a concierge‑style service model, crafting “wow” moments through personalisation and proactive engagement.
* Implement NPS tracking and insights to continuously raise satisfaction scores and service standards.
* Report on SLAs, KPIs, and team performance using data to drive action and improve acquisition and retention.
* Collaborate with Brand, Trading, and Tech teams to align CX with campaigns, product launches/information, and customer care initiatives.
* Reinvent processes and workflows to scale efficiently while maintaining quality and customer‑first thinking.
* Deliver “back to basics” excellence – ensuring fundamentals like PDRs, SLAs, and daily rituals are best‑in‑class.
* Oversee refund and compensation management, ensuring timely, accurate, and fair resolution that reflects our brand values and customer promise.
* Implement structured call listening to drive service quality, confidence, and accountability within the team.
You’ll Be a Key Player In
* Building and nurturing a high‑performing CX team that’s energised, empowered, and united.
* Creating standout customer moments that strengthen our brand and drive loyalty.
* Turning customer insights into meaningful improvements and measurable results.
The Things You’ll Nail as Standard
* Managing SLAs, KPIs, and growth targets with precision and pace.
* Turning reporting and analysis into clear actions that move the needle.
* Scaling service quality without compromising culture or care.
* Leading by example – setting high standards in delivery, communication, and collaboration.
* Ensuring CX aligns with our brand tone, messaging, and campaign activity.
* Staying ahead of industry trends and championing innovation across tools, systems, and service.
* Building positive, productive relationships across internal teams and stakeholders.
* Owning review and complaint management across platforms like Trustpilot and product ratings driving timely, thoughtful responses, resolving issues with care, and turning negative experiences into opportunities to strengthen our brand reputation.
Non‑Negotiables
* Experience in customer service, including team leadership and sales experience.
* Strong understanding of ecommerce CX environments.
* Proven experience managing NPS, Trustpilot, GMB, and other review platforms.
* Track record of hitting SLAs and growth KPIs, and developing high‑performing teams.
* Proficiency in RichPanel (or a comparable SaaS platform).
* Proven ability to take ideas from concept to delivery.
* Excellent organisational, communication, and project management skills.
* Demonstrable experience improving workflows and service delivery at scale.
* Hands‑on approach – comfortable working both strategically and in day‑to‑day operations.
Core Behaviours
* Pace: Know that speed is your greatest ally. It builds momentum and is key for growth. Go fast.
* Communication: Know that team is your greatest asset. Talk to them face to face, don’t try to go alone.
* Trust: When you say you’ll do it, do it. When someone asks for help, you give it.
* Transparency: Nothing is off limits, to anyone at any time. Remove walls & call out red tape.
* Challenge: Get comfortable with feeling uncomfortable. We need you to go where you’re scared to.
* Learn: Drive a culture of experimentation and continuous improvement.
* 360 Management: Manage up, down and across. Regardless of title, everyone is a leader. So lead.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
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