Senior Customer Experience
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Key skills for this role
About the Role
Own the end-to-end customer journey for a consumer technology business, manage complex cases, drive improvements in retention and engagement, and work cross-functionally to optimize the customer experience.
Key Skills for This Role
Full Job Posting
Overview
We're currently partnering with a fast-growing consumer technology business that is transforming the customer experience within the wellness and lifestyle space.
As their member base continues to grow globally, they're looking for a
Senior Customer Experience & Success Specialist
to own the end-to-end customer journey and play a key role in improving retention, engagement and overall customer satisfaction.
The Opportunity
This is
not
a traditional customer support role.
The majority of first-line enquiries are managed through AI, allowing this position to focus on the interactions that have the greatest impact.
You'll take ownership of complex customer cases, improve the overall member experience, and work cross-functionally to ensure every stage of the customer journey is seamless—from onboarding through to long-term retention.
This role would suit someone who enjoys combining customer interaction with strategy, analytics and continuous improvement.
Key Responsibilities
- Own the customer journey from onboarding through to long-term retention.
- Manage complex or sensitive customer cases escalated through AI support.
- Drive improvements across the customer experience, identifying opportunities to increase engagement and reduce churn.
- Monitor customer behaviour, retention and subscription trends, turning insights into practical improvements.
- Support CRM and lifecycle communication initiatives to improve the member experience.
- Work closely with Product, Marketing and Operations to continuously optimise the customer journey.
- Ensure every customer interaction reflects a premium, customer-first experience.
- Identify recurring customer themes and proactively recommend improvements across the business.
About You
- We're looking for someone who genuinely enjoys looking after customers and improving experiences.
- You'll likely have:
- 3–5 years' experience within Customer Success, Customer Experience
- Experience working within a subscription-based business, mobile app, D2C, SaaS or consumer technology environment
- Strong experience managing onboarding, customer engagement, retention and churn reduction
- A hands-on approach, with confidence handling complex customer situations
- Strong analytical skills and the ability to use customer insights to drive meaningful improvements
- Experience using CRM or lifecycle marketing platforms (Klaviyo experience would be advantageous)
- Excellent written and verbal communication skills in English.
- A proactive mindset with a genuine sense of ownership and accountability.
- Immediate or short notice candidates preferred.
- If you're passionate about creating exceptional customer experiences and want to make a real impact within a fast-growing consumer brand, we'd love to hear from you.
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