Customer Experience Manager - Digital Tonic : Job Details

Customer Experience Manager

The RoleStep into the world of fashion with a brand that’s redefining style, inclusivity, and sustainability. This innovative eCommerce fashion company is passionate about creating timeless, high-quality clothing that empowers its customers and makes them feel truly seen. As they continue their exciting journey of growth and transformation, they’re looking for a dedicated Customer Experience Manager to join their vibrant team.

In this role, you’ll be the voice of the brand, managing customer inquiries across email, live chat, and social media. You’ll work closely with talented teams across the business to enhance every touchpoint of the customer journey. This is your chance to be part of a forward-thinking company that’s committed to building long-term loyalty through exceptional service and innovative ideas.

Skills and ExperienceWe’re looking for someone with:

• Experience: A minimum of 5 years in customer service within eCommerce, ideally at a management level. Experience with Shopify, loyalty programs, and tools like Gorgias or SWAP is highly desirable.
• Skills: Exceptional interpersonal and communication skills, a problem-solving mindset, and the ability to thrive in a fast-paced, evolving environment.
• Passion: A genuine enthusiasm for delivering outstanding customer service and fostering loyalty. Familiarity with social media platforms and a flexible approach to work (e.g., supporting during key launch times) is a bonus.

BenefitsJoining this brand means becoming part of a creative, supportive team with fantastic perks, including:

• 28 days of annual leave (including 3 days over Christmas).
• Generous staff discount.
• Weekly online Pilates classes.
• Flexible working hours and location.
• Vitality Health Insurance.

Sound Good?If you’re excited about the opportunity to shape the future of customer experience at a rapidly growing eCommerce brand, we’d love to hear from you! Click the apply button to send your CV to Nick @ Digital Tonic.