Overview
Customer Experience Manager Jobs in United Kingdom at FÔLD
Title: Customer Experience Manager
Company: FÔLD
Location: United Kingdom
The Customer Experience Manager owns the full CEX operation at FÔLD. You’ll manage FLÔ Service (our AI customer service agent), line manage the CEX Advisor, and own the platforms and processes that deliver service across every channel. This is a platform-first, data-driven role — you’ll be experienced with Zendesk or a comparable platform and comfortable building service infrastructure from the ground up.
You’ll report to the CFO and work closely with the commercial and logistics teams to ensure the customer journey is seamless from first enquiry through to aftercare.
WHAT YOU’LL OWN
FLÔ Service — AI Customer Service Agent
- Own the knowledge base, escalation rules, tone of voice, and response quality for FLÔ Service
- Review escalated cases, spot patterns, and feed learnings back into the agent to improve performance
- Set and maintain quality standards across all automated and human-handled interactions
CEX Advisor — Line Management
- Line manage the CEX Advisor — quality standards, scheduling, escalation handling, and ongoing development
- Act as the escalation point for complex or sensitive customer cases
- Manage all inbound enquiries across email, WhatsApp, live chat, and phone — ensuring response times and quality standards are consistently met
Zendesk & Platform Management
- Own and manage the Zendesk platform — workflows, automations, macros, reporting, and continuous improvement
- Build and maintain a comprehensive knowledge base — FAQs, product guides, troubleshooting, aftercare — to reduce inbound volume and improve self-service
- Monitor Zendesk reporting — ticket volume, resolution times, CSAT, first response — and present regular performance updates to the CFO
- Identify and implement channel improvements — WhatsApp integration, live chat, chatbot optimisation — to meet customers where they are
Service Improvement & CRM
- Analyse ticket trends and customer feedback to identify root causes of inbound volume — and make recommendations to reduce it
- Make recommendations to improve CRM and customer information capture — ensuring the right data is available to deliver a better service experience
- Work closely with logistics, commercial, and product teams to resolve systemic issues that generate customer contacts
- Own warranty and aftercare processes — customer-facing from first contact through to resolution
Reviews & Reputation
- Own and manage FÔLD’s Trustpilot profile — responding to reviews, monitoring score, and driving review volume through post-purchase processes
- Monitor and respond to reviews across Google and relevant B2B platforms
- Surface recurring themes from reviews and feed them back to product, operations, and leadership
KPIS
- Zendesk CSAT score — target to be agreed at hire
- First response time — agreed SLA per channel
- Ticket resolution rate and average handle time
- Trustpilot score and review volume — monthly tracking
- Website review score — monthly tracking
- Reduction in inbound contact volume month on month as self-service improves
WHAT WE’RE LOOKING FOR
- Proven experience in a customer experience or service management role
- Strong Zendesk experience — workflows, automations, reporting, and knowledge base management. Comparable platform experience considered.
- Experience managing or building multi-channel service operations — email, WhatsApp, live chat, phone
- Comfortable working with AI service tools — experience managing or optimising a chatbot or AI agent a strong advantage
- Data-driven — you run your operation from Zendesk reporting and use it to make decisions and recommendations
- Line management experience — you’ve managed people and held them to a high standard
- Organised and calm under pressure — you can manage a busy service operation without things slipping
- Experience in a premium product, fitness, wellness, or lifestyle brand a strong advantage
HOW THE ROLE EVOLVES
As FÔLD opens five direct EU markets, the CEX function grows with it. The right person in this seat builds the UK operation to a high standard, then extends it market by market. This is a foundational role with a clear path to a senior CEX leadership seat as the team and the business scales.
