About Our Customer Experience Role
We're seeking a seasoned professional to spearhead our customer experience initiatives. As a key member of our team, you'll be responsible for delivering exceptional experiences that drive loyalty and retention.
This is a unique opportunity to join a dynamic organization at the forefront of innovation and quality. You'll have the chance to shape the future of our customer experience strategy and make a lasting impact on our brand's reputation.
Our ideal candidate will possess a proven track record of leading customer-facing teams and driving business growth through service excellence. If you're passionate about creating memorable experiences and thrive in fast-paced environments, we'd love to hear from you.
Job Description
As our Customer Experience Lead, you'll play a critical role in ensuring seamless interactions between customers and our organization. Your responsibilities will include:
* Managing the end-to-end customer journey to deliver personalized experiences
* Acting as a trusted point of contact for customers across delivery, handover, and follow-up
* Collaborating with internal departments to align updates and solve issues quickly
* Fostering a culture of service excellence that drives referrals, retention, and reputation
Key Responsibilities
You'll work closely with our Head of Customer Experience to champion team culture, drive continuous improvement, and elevate service standards across the board. Key responsibilities include:
* Leading 3x front-of-house Customer Success team members to achieve exceptional results
* Ensuring CRM and scheduling tools are used effectively and consistently
* Coordinating delivery communications in collaboration with the Logistics Coordinator
About You
We're looking for someone who embodies warmth, confidence, and clarity in every interaction. You should be able to build trusted relationships both internally and externally, and thrive in a team environment where everyone genuinely cares.
* You're an experienced leader who sets high standards for service and brings out the best in others
* Proven track record of mentoring customer-facing team members and driving business growth through service excellence
* Natural ability to motivate, guide, and hold people accountable
* Strong background in customer experience, service, or operations roles
Why Join Us?
We offer a dynamic work environment that values growth, collaboration, and impact. As a member of our team, you'll enjoy:
* A coastal lifestyle with a Monday–Friday schedule that supports balance
* The opportunity to contribute to a purpose-led organization that lives and breathes adventure