A rapidly growing D2C consumer goods brand is looking for a Customer Experience Lead / Manager to help shape and scale their customer experience function. This is an exciting chance to join a team that values customer advocacy, community engagement, and continuous improvement.
What you’ll be doing at CX Lead / Customer Experience Manager -
1. Handle DMs, comments, tags, and reviews across Instagram, TikTok, LinkedIn, and Trustpilot, ensuring all interactions are on-brand, warm, and values-driven.
2. Analyse customer feedback and highlight trends, turning insights into actionable improvements
3. Support CX initiatives such as automation, FAQ updates, workflow improvements, and new tool rollouts
4. Support smooth communication with operations around stock, delivery, and service updates
5. Collaborate with other teams to ensure customer feedback informs brand, product, and process decisions
6. Opportunity to grow a future CX team or lead external BPO partners as the function expands
Experience required for the position of CX Lead / Customer Experience Manager -
7. 2–4 years’ experience in customer experience, community management, or a similar role within a D2C or ecommerce environment
8. Comfortable managing social channels and customer support tools (e.g. Gorgias, Zendesk, Freshdesk)
9. Strong organisational and analytical skills, able to manage multiple projects and track key CX metrics
10. Customer-obsessed, proactive, and able to take ownership of initiatives end-to-end
If you have relevant experience in D2C customer experience and social media management, please apply here or send your CV toholly@pod-.