Customer Experience Lead

Create Joy. Protect Wildlife. Build for Growth.

At Elizabeth Scarlett , we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world’s most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next Customer Experience Lead , you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world.

Salary: £60k + 10% performance bonus
‍♀️ Reporting to: Head of eCommerce
Location: London
️ Hybrid: 3 days per week in Potters Bar
Employment type: Full Time

Why this role matters ✨

Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint.

This role is your chance to:

• Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service

• Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates

• Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special

What You’ll Be Responsible For

1. Own the End-to-End Customer Experience

• Be the Product Owner for all customer purchase journey, from onsite consideration → order placed → fulfilment → delivery → aftercare

• Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and comms, also managing communications around failed deliveries, delays, and exceptions

• Ensure every customer touchpoint feels clear, thoughtful, and on-brand

• Act as the internal voice of the customer, advocating for their experience

• Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations

2. Customer Support & Service Excellence

• Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience.

• Line management of the Customer Service Team responsible for day-to-day execution.

• Partner closely with the Customer Service Team to:

• Develop and evolve service playbooks for all standard scenarios (delivery delays, product quality issues, returns and exchanges, personalisation requests).

• Improve macros, workflows, and AI guidance to increase quality, consistency, and deflection.

• Use customer service data and insight to identify recurring experience and operational issues, and drive root-cause resolution with eCommerce, Product, and Operations.

• Own readiness for peak trading periods, ensuring resourcing plans, escalation paths, and proactive customer communications are in place.

3. Improve the Self-Serve Experience

• Own all customer-facing help content, including FAQs, Help centre articles and Order, delivery, and returns information.

• Ensure content is clear, up to date, and genuinely helpful while being aligned to brand tone and real customer questions

• Use ticket data to continuously improve self-serve and deflect unnecessary contact

4. Turn CX Into a Growth & Retention Lever

• Identify repeat friction points and fix root causes across product, Website UX, Fulfilment & Policies

• Partner with eCommerce, Product, and CRM to reduce contact rate per order, returns and exchanges while improving repeat purchase and NPS

• Feed CX insight directly into CRM flows, onsite messaging, and product decisions

5. CX Metrics, Insight & Reporting

• Own CX KPIs including: CSAT / NPS, First response & resolution times, Contact rate per order, Cost per Contact, Returns reasons and trends

• Build insights reporting that surfaces themes and causes, not just volumes.

Who we are looking for

1. Mindset

   • Analytical and data-driven, but with strong creative judgment

   • Curious and proactive in identifying growth opportunities

   • Entrepreneurial — thrives in autonomy and takes ownership for outcomes

2. Must-have skills

   • Deep experience within the Shopify ecosytem

   • Experience building and executing Customer Experience tools and systems

   • Ability to directly communicate with customers

3. Nice-to-have skills

   • Experience with Gorgias, Loop Returns and similar

   • Experience managing customer communications when issues arise

4. Experience

   • 3 years building Customer Experience

   • Ideally within a fast-growing DTC brand

5. Culture fit

   • Kind, collaborative and uplifting

   • Entrepreneurial and action-oriented

   • Excited to join a brand with purpose — blending creativity, commerciality, and conservation

What we offer

1. Salary and bonus

   • £60k + 10% performance bonus

2. Flexibility and time

   • Hybrid working (3 days in-office)

   • 24 days holiday plus bank holidays

3. Personal development

   • Annual L&D budget (3% of salary)

   • Annual summer retreat (e.g. 42 Acres in Somerset)

4. Team perks

   • £500 ES products per year plus 60% team discount

   • 25% friends and family discount code

5. Impact and ownership

   • A pivotal role within our D2C Growth Team to drive revenue globally

   • Direct contribution to our £2M conservation mission

Our hiring process

1. [Virtual] Values / Mission Stage (Phone call), with People Manager

2. [Virtual] Role Skills Stage with Hiring Manager, with Head of eCommerce

3. [Virtual] Task presentation

4. [In person] Culture interview with team members + a catch up with our CEO

Ready to join a purpose-driven brand and help us scale joy and conservation impact?

Apply now and bring your talent to Elizabeth Scarlett.