Customer Experience Manager - Health & Wellness

About the role

The Growth Foundation is recruiting a commercially minded Customer Experience Manager for its health and wellness client, based in London on a hybrid basis. The client acquires and scales health and wellness brands, and the role takes ownership of the customer experience end to end, turning customer contact into business value. The salary is £50,000 to £60,000 per year.

Key responsibilities

• Lead and develop the customer service team: quality, coaching, capacity and progression.
• Prove and grow the commercial value of contact, managing top customers, their retention and their lifetime value.
• Map authority across the team so members can make autonomous decisions.
• Maintain service standards by ticket type and turn customer insights into action for product, operations, brand and trading.
• Act proactively, listening beyond the inbox and before a ticket is raised.
• Roll out automation and AI tooling from brief to embedded, including reviewing output quality before it reaches a customer.
• Handle customer-facing communications when stock or logistics affect experience, coordinated with Operations.

Required profile

• A commercial view of service, talking about lifetime value and cost to serve rather than just CSAT and first response time.
• Experience managing a team of two or more with real coaching, not rota management.
• Emotional intelligence and the ability to write in a natural, human voice.
• Ability to give insights to the team and wider business, and to roll out CS tooling end to end, including AI-assisted platforms.
• Curious and questioning.