Customer Experience Manager

at Swoon Editions in London

Swoon Editions is one of the UK’s fastest growing furniture brands. Established in 2012, and backed by Index Ventures (Deliveroo, Dropbox) and Octopus Investments (Zoopla, Secret Escapes), we’re on a mission to be a global online furniture brand; making homes remarkable through distinctive design, beautiful craft and fair prices.


We are looking for an exceptional Customer Experience Manager to define and execute the ultimate customer experience at Swoon Editions. As an e-commerce only business, customer experience is as important to us and our customers as our products are and we are looking for someone to own that end-to-end customer journey, from discovering products on site through to delivering products to customers homes and everything in between. You will be our Customer Custodian.

Working closely alongside our Marketing, Product and Tech team you will build a best-in-market online shopping experience for customers as well as redefining the customer experience post purchase, including the in-home delivery.

You will be responsible for providing the business with a view of our current customer experience across key journeys, setting up a new customer experience and insight function to better use data to understand how to increase customer lifetime value (LTV) to the business.

You will also define and guide the ultimate customer proposition, analysing the wealth of data we have and conducting customer research.

First we need to get the basics right. You will work with the business to map out our customer journeys, identify pain points and design a and implement a plan to fix them. You'll define our customer KPIs and ensure they are met by the business along that customer journey. Then, you’ll identify and roll out opportunities to delight our customers at every stage of the journey, using an insight-driven, innovative, test and learn approach. You’ll be responsible for the prioritisation and successful implementation of customer experience projects, taking a commercial and strategic approach.

Reporting to the Chief Operations Officer, the Customer Experience Manager will:

Define and deliver our short & long term customer experience vision & strategy, to drive customer loyalty (NPS) and lifetime value (LTV)

Develop a rigorous and analytical approach to measure the drivers of customer loyalty and LTV, quantify the economic upside of loyalty and understand our performance relative to the industry (and to best in case ecommerce businesses outside our industry)

Map the customer experience journey and identify pain points and areas we can differentiate, vs the market

Analyse customer data and develop insights to understand our customers and identify opportunities for improvements (e.g. quantitative and qualitative primary research, transaction data)

Own and deliver transformation projects to build a market leading customer experience with direct impact on P&L

Work with and coordinate multiple business functions to deliver projects, as well as work with third party logistics providers

Develop and own customer experience KPIs


The ideal candidate will have experience redefining customer experiences within a change or high growth consumer facing e-commerce environment. To succeed in this highly challenging and rewarding role you will have the following:

Proven track record of redefining and creating amazing customer experiences
You are truly passionate about customers making their lives more remarkable
You are analytical, data driven and numbers obsessed
You are creative and passionate about innovation
You enjoy turning insights into actions and have managed multiple projects from concept to delivery
You are good at motivating people to deliver cross functional projects

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Published at 25 May 2017
Expires on 25 Jul 2017
Viewed: 1144 times

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