CX Lead

This role is based Hybrid in Central London 4 days a week on site (Non-Neg) with a Salary up to £55,000 per annum.

A fast-growing direct-to-consumer brand is looking for a Customer Experience Lead to run and scale its inbound customer support operation.

This is a hands-on leadership role where you’ll take ownership of the day-to-day performance of the CX team, lead managers and frontline specialists, and ensure customers consistently receive exceptional support.

If you enjoy building high-performing teams, improving processes and delivering outstanding customer experiences, this role offers the opportunity to make a real impact in a growing business.

You’ll report to the Head of Customer Experience and lead a team supporting customers across phone, email, chat and social channels.

You’ll be responsible for both operational performance and team development, ensuring the support function scales effectively as the business grows.

Key Responsibilities
Team Leadership

• Lead and develop CX Managers and frontline teams
• Build a high-performing, accountable and motivated team culture
• Coach managers to drive performance and engagement

Operational Performance

• Own the day-to-day performance of inbound customer support
• Ensure service levels, quality and productivity targets are consistently met
• Manage staffing, scheduling and workload planning

Customer Experience Excellence

• Handle complex customer escalations with sound judgement
• Maintain high service standards across all channels
• Identify trends in customer feedback and drive improvements

Data & Performance

• Own key CX metrics including SLA, CSAT, quality and productivity
• Analyse performance data to identify opportunities for improvement
• Introduce scalable processes that improve efficiency and service quality

You’re an experienced CX leader who knows how to build and motivate high-performing support teams.

You bring a strong operational mindset, a data-driven approach, and the ability to stay calm and decisive when handling complex situations.

You’ll likely have:

• 2–3+ years leading customer support or CX teams
• Experience managing managers or senior team members
• Strong ownership of performance metrics and KPIs
• A proven track record of improving service quality and team performance
• Excellent judgement when managing escalations and customer issues