Customer Experience Lead

This is an opportunity to lead the Inbound Customer Experience function for a fast-growing direct-to-consumer subscription brand poised for significant growth over the next few years.

Customer experience sits at the heart of the business, and this role will be instrumental in ensuring the team continues to deliver a high-quality service as the company scales.

Title: Customer Experience Inbound Lead
Salary: £50,000 - £55,000
Location: London (4 days office)

We're working with a high-growth direct-to-consumer subscription brand that is redefining standards in a traditional consumer category.

The business has doubled in size over the past two years and is still poised for significant expansion. The brand still holds a relatively small share of a large and fast-growing market, meaning there is huge headroom for future scale.

Customer experience sits at the heart of the company's strategy, with CX deeply embedded in how the brand delivers value to customers. As the business continues to scale, they are now looking for a Customer Experience Inbound Lead to take ownership of the operational performance of their inbound CX function.

The Role:

Reporting into the Head of Customer Experience, you will lead the Inbound CX team of ~25 people, including Managers, Senior Advisors and Customer Specialists operating across multiple locations.

This role is responsible for running the day-to-day operation of the inbound support function, ensuring the team consistently delivers excellent customer service while meeting operational KPIs around productivity, response times and satisfaction.

You will play a key role in elevating the inbound CX function from a reactive support team to a value-driving part of the business, improving processes, increasing visibility of performance metrics and supporting the development of the management layer.

This is a hands-on operational leadership role, suited to someone comfortable leading large customer support teams in fast-moving, scaling environments.

Key Responsibilities:

Operational Leadership

• Lead the day-to-day performance of the inbound CX team across email and phone channels (with additional channels launching in the future)
• Ensure the team is structured, resourced and scheduled effectively to meet service levels

Team Management & Development

• Manage and develop CX Managers overseeing frontline teams
• Provide mentorship and support to relatively junior managers
• Build a culture of accountability, ownership and performance across the team

KPI Ownership & Performance Management

• Drive performance across core CX metrics including SLA, CSAT, productivity and quality
• Improve visibility and reporting of KPIs to leadership
• Implement structured performance management where required

Escalations & Customer Experience

• Oversee complex customer escalations and ensure fair, timely resolution
• Handle sensitive customer situations including billing, subscriptions and product-related queries
• Maintain strong service standards during high-volume periods

Change & Continuous Improvement

• Lead operational improvements as the business launches new products and initiatives
• Support CX transformation initiatives focused on improving efficiency and customer experience

Candidate Criteria:

Experienced CX Leader

• Proven experience leading customer support teams in a direct-to-consumer or subscription-based environment
• Experience managing managers and large frontline teams
• Strong operational leadership with a focus on delivery and performance

Data & KPI Driven

• Comfortable owning and improving CX metrics including SLA, CSAT, productivity and quality
• Able to translate targets into clear operational expectations for teams

Strong People Manager

• Confident coaching and mentoring managers
• Able to drive accountability and performance while maintaining a supportive culture

Comfortable in High-Growth Environments

• Experience operating in fast-moving, evolving businesses
• Comfortable implementing change while maintaining operational stability

Why Join:

• Opportunity to play a key role in scaling a high-growth consumer brand
• Join a collaborative, ambitious leadership team where CX is a strategic priority
• Work in a dynamic, entrepreneurial environment with significant growth ahead

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates