About Us
Factory is a specialist Customer Experience (CX) agency. We design, build and refine Customer Experiences for D2C and Multichannel brands. How do we do this? With four service pillars: Consultancy, Design & Development, Retention Marketing and AI, Data & Automation. We also produce excellent CX content in the form of our podcast and newsletter.
Brands we work and have worked with include Skin Rocks, Christopher Ward, House of Hackney, Toast, Toteme, Alessi & Jigsaw.
About The Role
We are growing quickly and looking for a contract Project Manager, with 2-3 years experience, to join our team.
Our work is a mixture of retainers and projects. Retainers are primarily managing and implementing digital roadmaps and CRM programmes. Project work is a little more varied and includes large scale migration and CX technology discoveries, global expansion and bringing new brands to market.
Our ideal person has experience managing digital transformation projects in what ever form they take - website design + build, migrations, app development etc. Background wise, this could be somebody who is currently agency or brand side.
Either way, you will be comfortable with immediately getting stuck into a combination of the following types of tasks:
* Own day-to-day delivery of projects: from CX discovery and audits to design, development, and retention implementation
* Build great relationships with our clients—guiding, challenging and translating their needs into action
* Partner closely with Lucy and Tim to shape and scale our delivery approach
* Use AI tools to drive efficiency—both for us and our clients
* Help out with internal Factory initiatives: content, events, process documentation, client portal improvements and more
Skills & Experience
Industry Knowledge
* You understand the Shopify & broader commerce ecosystem
* You’re fluent in how modern brands use tech to make better customer experiences
Project Delivery
* Has successfully delivered small-to-medium-sized CX projects end-to-end —either at a brand, an agency, or in tech
* Comfortable managing timelines, scopes, budgets and stakeholders
* Has experience working with creative or technical teams on dev/design/CRM cycles
* Has experience contributing to internal ops (documentation, ways of working, tooling etc)
Technology Stack
* Internal stack: Notion, Loom, Miro, Canva, Slack, Google Suite, Figma, Claude, ChatGPT
* Client stack: Shopify, all Shopify CX apps, Klaviyo, Jira
Nice to haves
* Existing relationships within commerce community
If you’re worried that you don’t have the exact skills or experience we’re looking, don’t be. Ultimately, we’re looking for the right fit and we value attitude and work ethic over anything else.
About You
This role would suit somebody who...
* Operates best in a fast-paced, ‘hands off’ environment where you are comfortable managing your own time and priorities. We’re all adults. So we treat our team as such
* Hasn’t just got great ideas, but is able to articulate and execute them
* Has excellent communication skills
* Is incredibly proactive and solutions-focused. We don’t see problems, we see opportunities
* Is genuinely curious, especially about the way in which AI can help us work more efficiently
* Is accountable, dependable and a team player
* Wants to join a company at the start of their journey and have an outsized impact on shaping the future of Factory
Our Offer
* A fixed-term, 6-month, contract with the potential for it to become a FTE position
* £35,00 - £40,000 per year (pro rata) DOE
* WeWork global pass
* Home office budget
* What ever new tech kit you need to do your best work (Mac, Bose Headphones)
* Flexible working hours including Summer Fridays & a ‘Work From Abroad’ allowance
* Freedom & encouragement to work on your own side-hustles - we’ll help if we can
* The opportunity to carve out your own career within a growing start-up disrupting the UK agency landscape
* Experience working with amazing brands across multiple verticals including home, fashion, beauty and FMCG
* Exposure to the UK (and beyond) consumer, technology and digital ecosystem through our content, events and the content and events we are asked to be apart of
Where We Work
We believe that in person connection is key to cultivating a great culture. But we also understand the world has changed since 2020. So our office culture would be best described as ‘office-first with flex.’ We aim to be in a WeWork in London Tuesday to Thursday and then Work From Home on Mondays and Fridays. However, we also travel to clients wherever they are. So this role would suit somebody that is either based in London or able to get to London with ease.
Interview Process
The objective of our interview process is to arm you with all the information you need to ensure the role is right for you and for us to determine if you’re right for Factory.
Stage 1
A 45 minute chemistry call where we’ll dig into your experience, explain the role in more detail and give you the opportunity to ask as many questions as you need.
Stage 2
A 90 min presentation task. The task will depend on the role, but the objective is to see how you think and solve the kind of real world problems we face as a business.
Stage 3
A final, less formal, 30 - 60 min meeting to discuss any final questions and make sure we’re the right fit for each other before we make a decision.
How To Apply
Send your CV, portfolio, any other relevant information along with a brief email telling us a little bit about yourself to hello@factory-digital.com .
Factory is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.