Customer Experience Manager | Neupulse
Location:
Nottingham, UK
Job Type:
Full-time
Salary:
£45-50k (dependent on skills and experience)
Application Deadline:
17th October 2025
About the Role
We're looking for a Customer Experience Manager to build and lead our customer service function from the ground up. As the first hire in this area, you'll set up the systems, processes, and team that will shape how our customers experience our wearable medical device. You'll be hands-on, supporting customers directly via video calls, phone, and email, while also driving strategy and growth. This is a unique opportunity to design a customer experience function in a company committed to supporting people on every step of their journey.
Key Responsibilities
* Customer Journey Support
: Act as a trusted point of contact, delivering empathetic and practical guidance via video calls, phone, email, and chat
* System Setup & Process Design
: Help implement customer service software (e.g. helpdesk tools), create workflows, knowledge bases, and escalation paths
* Team Leadership
: Recruit, train, and manage the customer service team as the business scales
* Customer Feedback & Insights
: Capture, analyse, and report on customer feedback to support product development and marketing strategy
* Customer Intimacy
: Champion a "customer first" mindset across the organisation, ensuring proactive engagement and support throughout the customer lifecycle
* Compliance & Quality
: Ensure all interactions align with medical device regulatory requirements, data protection standards (GDPR), and company policies
* Continuous Improvement
: Identify and implement best practices, technologies, and training to enhance the customer experience
What We're Looking For
* Qualified to degree level
* 7+ years' experience in customer service, success, or experience roles
* Proven ability to set up or scale customer service functions, ideally in healthcare, medtech, or subscription-based businesses
* Comfortable being both hands-on with customers and strategic in building processes and teams
* Strong communicator with excellent verbal and written skills, able to build trust and empathy with customers and colleagues
* Experience managing video/phone support and using customer service platforms (e.g. Zendesk, Gorgias, Zoho, Salesforce)
* Understanding of GDPR and regulated environments is a plus
Why Join Us
* Work with a dynamic and innovative team in an exciting industry
* Opportunities for career growth and professional development
* Competitive salary and benefits package
Please submit applications on LinkedIn or send to If you know someone perfect for this role be sure to tag them in the comments. #Hiring #SocialMediaJobs #MarketingCareers