About Us:
At Tredz, we're big bike believers. Big time. We are driven by what matters when it comes to our customers and colleagues, sharing our passion in cycling and hands-on expertise to deliver an outstanding customer experience.
Purpose of the Role
As Customer Experience Manager, you'll own the full end-to-end customer journey. You will ensure every customer touchpoint, whether digital, physical, or human, reflects what we do best at Tredz which is deliver effortless customer service.
This is a key strategic role that connects customer insight, contact centre leadership, and CRM strategy to drive satisfaction, loyalty, and long-term value. Youll play a vital role in shaping how customers experience Tredz not just when they buy a bike, but every time they interact with us before, during, and after the ride.
Youll lead a passionate, high-performing contact centre team and own the CRM roadmap, using customer data and feedback to continuously improve the customer experience. You will work in collaboration with digital, operations, brand, and retail teams to make sure the full customer journey lives up to our values and supports our vison and purpose.
Key Responsibilities
Customer Experience Strategy
Design and lead an end-to-end customer experience strategy that puts our riders first, strengthens our brand, and supports our commercial goals.
Connect touchpoints across digital, delivery, customer service, and post-purchase to create seamless, consistent journeys.
Use customer insight and feedback to identify key moments of truth and areas for improvement from packaging and assembly to delivery communication.
Collaborate with digital, e-commerce and marketing, operations, and distribution teams to enhance service touchpoints and remove friction.
Champion service design that reflects our values and purpose
CRM Strategy & Execution
Lead the strategic development of customer journey mapping and segmentation to inform CRM activity across the business.
Work collaboratively with Marketing and E-Commerce teams to ensure CRM campaigns and lifecycle communications align with customer insight and support the overall experience.
Define and prioritise CRM use cases that support onboarding, retention, win-back, and service communications.
Use customer feedback, behavioural data, and service insights to influence how and when we connect with customers throughout their lifecycle.
Champion a test-and-learn approach to CRM performance, helping teams evaluate journey effectiveness and impact on customer satisfaction and retention.
Customer Contact Centre & Aftersales Leadership
Lead, inspire, and support the customer service and aftersales teams across phone, email, live chat, and social platforms.
Ensure warranty queries, technical support, and service requests are handled professionally and efficiently.
Build scalable systems and processes to support the management of returns and aftersales care
Monitor and manage key service metrics.
Ensure training and documentation equip teams to handle complex queries with clarity and empathy
Create a culture of continuous learning and development.
Team Leadership & Development
Build a positive, inclusive, and high-performance culture across the Customer Teams
Coach and mentor team leads and advisors to develop skills, confidence, and ownership.
Drive continuous improvement through data-led decision making, feedback loops, and agile problem solving.
Skills/Experiences & Qualifications Requirements:
Proven experience in a senior customer experience, CRM, or service leadership role.
Understanding of aftersales and warranty service.
Strong leadership skills, with a track record of building high-performing, customer-focused teams.
Strategic mindset with hands-on ability to drive process improvement and service design.
Deep customer empathy and a passion for delivering exceptional service.
Commercial and data-savvy, with experience turning insight into impact.
Experience with CRM platforms and lifecycle marketing.
Why Join Tredz?
At Tredz, we believe buying a bike should feel as enjoyable as owning one. We are transforming the way cyclists experience our brand from first click to first ride and nows your chance to help shape that journey.
Youll join a passionate, purpose led team where your ideas genuinely make a difference. Whether its improving customer service, optimising journeys, or delivering insight that drives change, your work will matter. Were growing fast, staying true to our values, and building something exciting together.
We promote a values driven culture where we want our leaders to be the best and we will support them 100% to get there
Trade Price Discount: Access to bikes, parts, and accessories at unbeatable trade prices (plus VAT)an amazing perk for anyone whos passionate about cycling.
Other Benefits:
33 days holiday (increasing to 38 days with length of service)
Hybrid Working
Up to 50% off Halfords garage bills and discounts across Halfords retail stores
Discounts on everything from groceries to restaurants, shopping, and insurance
Family & Friends Discounts
Cycle to Work Scheme
Financial Planning Support
24/7 GP Access, 364 days a year
Share Save Scheme with 20% discount on shares
Health Cash Plan
Company Sick Pay, Pension and Life Assurance
At Tredz, we believe cycling is for everyone and so is a great place to work. Were committed to building an inclusive team that reflects the diversity of our customers and communities. We welcome and encourage applications from people of all backgrounds, cultures, abilities, genders, and identities.
Job Types: Full-time, Permanent
Pay: From £50,000.00 per year
Benefits:
Company pension
Cycle to work scheme
Employee discount
Free parking
Health & wellbeing programme
On-site parking
Sick pay
Schedule:
Monday to Friday
Experience:
Leadership: 5 years (preferred)
CRM: 5 years (preferred)
Senior Customer : 5 years (preferred)
Work Location: Hybrid remote in Swansea SA7 9FH
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