Job Title:
Achieve Excellence as a Customer Journey Lead
About the Role:
This is an outstanding opportunity to lead the entire customer experience, from onboarding and support through to systems, data insights, and CX-led growth initiatives.
* Oversee end-to-end customer experience strategy and execution
* Triage and delegate incoming customer queries via CRM (HubSpot)
* Analyse customer trends and pain points to improve satisfaction and retention
* Own NPS improvement initiatives and customer insights reporting
* Collaborate across departments to align product, comms and service delivery
* Ensure escalation pathways and maintain service consistency
* Optimise CRM workflows and communication touchpoints (HubSpot, Pronto, Klaviyo)
As the customer experience specialist, you will be responsible for supporting general customer communications and backing up other support roles as needed.
Requirements:
* 5+ years in a customer experience, client services or admin leadership role
* Strong knowledge of CRM platforms – HubSpot highly regarded
* Experience within a manufacturing or product-based environment (preferred)
* Proactive, process-driven mindset with excellent communication skills
* Ability to manage complexity, coach stakeholders, and make data-led decisions
About the Opportunity:
Join our collaborative, values-led environment that backs your ideas and offers opportunities to make a real impact. This is a stand-alone role where you can take ownership of the customer journey.