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Apply here → Customer Experience Lead

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🌍 Create Joy. Protect Wildlife. Build for Growth.

At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world’s most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next Customer Experience Lead, you will join a team that leads with kindness, dreams big and takes action together. You will be helping to scale a creative, purpose-led brand while shaping the impact we make in the world.

💰 Salary: £60k + 10% performance bonus 🙋‍♀️ Reporting to: Head of eCommerce 📍 Location: London 🏙️ Hybrid: 3 days per week in Potters Bar 📝 Employment type: Full Time

Why this role matters ✨

Elizabeth Scarlett is built on joy, care, and thoughtfulness and our Customer Experience must live up to that promise at every touchpoint.

This role is your chance to:

Own and shape the end-to-end customer experience, from first purchase through to delivery, aftercare and customer service

Turn Customer Experience into a competitive advantage, helping transform first-time customers into loyal advocates

Work cross-functionally to influence how our products, systems and customer operations evolve as we scale, playing a pivotal role in protecting what makes Elizabeth Scarlett special

What You’ll Be Responsible For

Own the End-to-End Customer Experience

• Be the Product Owner for all customer purchase journey, from onsite consideration → order placed → fulfilment → delivery → aftercare
• Own the customer-facing fulfilment experience, including delivery timelines & expectations, order tracking and comms, also managing communications around failed deliveries, delays, and exceptions
• Ensure every customer touchpoint feels clear, thoughtful, and on-brand
• Act as the internal voice of the customer, advocating for their experience
• Partner with Operations & Logistics to reduce delivery-related contacts and issues, ensuring SLAs meet customer expectations

Customer Support & Service Excellence

• Own the overall Customer Support strategy and outcomes, setting the service vision, standards, and success metrics for a consistently on-brand customer experience.