At Fleur Studios, we create timeless, design-led furniture and homewares centered around materiality, craftsmanship and considered design. Our pieces are crafted to live beautifully in real homes, and the way customers experience them online matters just as much as the designs themselves.
We are seeking an experienced Customer Experience Manager to take ownership of our customer journey across online and in-store touchpoints. This is a senior, hands-on role within a lean and high-performing team, requiring both operational rigour and a refined understanding of premium service.
You will be responsible for leading the day-to-day customer experience function - overseeing systems, workflows and service standards - while remaining closely connected to customers and the details that shape their experience.
This role requires someone who can think strategically, operate confidently within Shopify and Gorgias, manage escalations with sound judgement, and continuously improve processes as we scale.
What You’ll Be Responsible For
* Share responsibility for the CX function end to end.
* Confidently handle escalations and complex customer matters.
* Maintain high standards across all communication channels.
* Own workflows within Shopify and Gorgias CRM.
* Improve processes, automations, macros and reporting.
* Identify friction points and implement practical solutions.
* Support preorder management and inventory communication.
* Support in person sales showroom clients ensuring a premium, considered experience aligned with Fleur Studio’s brand.
* Monitor feedback, trends and proactively address issues.
* Support loyalty and retention initiatives.
* Work closely with operations and marketing to ensure alignment.
* Liaise with 3PL partners on fulfilment & reverse logistics
* Document product quality concerns clearly and constructively.
* Process orders, returns and exchanges where required.
* Maintain expert product knowledge.
About You
* 5+ years experience in retail or eCommerce customer experience.
* Experience in a mid-size retail business - furniture experience is a plus but not essential
* Strong working knowledge of Shopify and Gorgias
* Calm, commercially aware and confident handling high-level issues.
* Highly organised and proactive.
* Comfortable leading within a flat structure.
* Collaborative by nature - you value shared ownership over hierarchy.