Customer Experience Manager

Role overview

FÔLD is hiring a Customer Experience Manager to take full ownership of the customer experience operation. This person will oversee FLÔ Service, the company’s AI-powered customer service agent, manage the CEX Advisor, and be responsible for the systems and workflows that support customer service across every channel. The role is strongly focused on platforms and data, so hands-on experience with Zendesk or an equivalent service platform is important, along with the ability to build customer support infrastructure from the ground up.

The role reports to the CFO and works closely with commercial and logistics colleagues to make sure every customer interaction is smooth, from the first enquiry through aftercare.

Key responsibilities

Lead the FLÔ Service AI customer support agent by maintaining the knowledge base, escalation logic, tone of voice, and answer quality. Review escalated cases, identify recurring issues, and use those insights to improve the agent’s performance. Set clear quality standards for both automated and human-led interactions.

Directly manage the CEX Advisor, including quality expectations, scheduling, escalation handling, and ongoing development. Serve as the escalation contact for complex or sensitive customer cases. Oversee all incoming enquiries across email, WhatsApp, live chat, and phone while keeping response times and service quality on track.

Own the Zendesk environment, including workflows, automations, macros, reporting, and continuous optimisation. Build and maintain a detailed knowledge base covering FAQs, product guidance, troubleshooting, and aftercare materials to reduce inbound queries and strengthen self-service. Track Zendesk metrics such as ticket volume, resolution times, CSAT, and first response time, then provide regular performance updates to the CFO. Also improve service channels through initiatives such as WhatsApp integration, live chat, and chatbot enhancements.

Review ticket trends and customer feedback to uncover the root causes of service contacts and recommend ways to reduce them. Improve CRM and customer data capture so the business has the right information to deliver better support. Work with logistics, commercial, and product teams to fix issues that repeatedly trigger customer contact. Own warranty and aftercare processes from the first customer touchpoint through to final resolution.

Manage FÔLD’s review and reputation activity by handling Trustpilot responses, monitoring score performance, and increasing review volume through post-purchase processes. Respond to reviews on Google and other relevant B2B platforms, and share repeated themes with product, operations, and leadership teams.

Performance measures

• Zendesk CSAT score, with the target to be agreed at the time of hire
• First response time, measured against an agreed SLA by channel
• Ticket resolution rate and average handle time
• Trustpilot score and review volume, reviewed monthly
• Website review score, reviewed monthly
• Month-on-month reduction in inbound contact volume as self-service improves

What the company is looking for

Applicants should have proven experience in a customer experience or service management role, along with strong Zendesk knowledge covering workflows, automations, reporting, and knowledge base management. Experience with another comparable platform is also acceptable.

Experience running or building multi-channel service operations across email, WhatsApp, live chat, and phone is important. Familiarity with AI support tools is a plus, especially if you have managed or optimised a chatbot or AI agent. The business is looking for someone who uses data to run the operation and make decisions from reporting. Line management experience is required, as is the ability to stay organised and calm in a busy, high-pressure environment.

Experience in a premium product, fitness, wellness, or lifestyle brand would be an advantage.

Career growth

As FÔLD expands into five direct EU markets, the customer experience function is expected to scale alongside the business. The successful candidate will establish a high-quality UK operation first and then help extend the model into new markets. This is a foundational position with a clear route toward a senior customer experience leadership role as the company grows.