Customer Experience Lead

UMENCO is currently seeking a Customer Experience Lead for a contemporary womenswear brand who embrace the philosophy of ‘less is more’.

This pivotal role is focused on delivering exceptional service at every touchpoint and plays a critical part in enhancing customer satisfaction, loyalty and retention. As the voice of the customer within the business, the Customer Experience Lead will have the opportunity to shape how our community experience the brand, fostering meaningful relationships and setting new standards for excellence in service.

At the core of the role is the development and execution of a comprehensive customer experience workflow that aligns with the brands value. The Customer Experience Lead will lead efforts to provide personalised, high-quality support across all communication channels, from email and phone to social media. Beyond addressing inquiries, the successful talent will be empowered to proactively refine the customer journey, implement strategic initiatives and set benchmarks that ensure we continually exceed expectations.

The day-to-day tasks will involve managing internal systems, overseeing packaging stock levels at the third-party logistics provider and handling returns via Indigo8. The Customer Experience Lead will engage with departments including eCommerce, Wholesale and Design to share customer insights and contribute to cross-functional projects. From web support tasks and inventory management to coordinating warehouse sales, the role is both dynamic and collaborative, requiring the successful talent to wear many hats and drive improvements across the board.

The Customer Experience Lead will bring a mix of empathy, strategic thinking and operational capability. Experience in a fast-growing environment, strong communication skills and a customer-first mindset are essential. Familiarity with platforms like Gorgias, Shopify and Indigo8 will be highly advantageous as well as an understanding of marketing and social media. This role requires a talent who is highly motivated, solutions orientated and capable of analysing customer data to deliver actionable insights. A commitment to elevating every part of the customer journey is essential and will contribute greatly to the brands continued success.