Customer Experience Executive; French & English Speaking

Position: Customer Experience Executive (French & English Speaking)
We're looking for an English & French speaking customer champion who can turn everyday chats into the reason people fall in love with Protein Works. Join Protein Works as our French & English Speaking Customer Experience Executive and help build the kind of customer experience people actually talk about. We look after our customers differently. We've moved from servicing to offering an experience.

That means personal, thoughtful conversations and real moments of wow. Officially, the job title is Customer Experience Executive. Unofficially, you're our Brand Ambassador and Customer Champion, but that would be far too long for a job title! You'll be a key voice of Protein Works, looking after our UK customers in English and acting as our go-to customer experience expert for our customers in France, which is why fluent French is a must.

You'll cover phone, live chat, email and social DMs. We know one bad experience can stop a customer coming back, and one brilliant one can turn them into a fan for life. That's why we take customer experience so seriously. You'll have real ownership here. You'll help set the KPIs that measure our new Wow strategy, then go out and beat them, pushing our Trustpilot and NPS scores towards best in class.

Every happy customer you create feeds straight into retention, word of mouth and growth, so your work shows up in the numbers. The role is based at PW Campus in Speke, Liverpool, on a hybrid/ shift basis. Shift rotation:
Monday > Friday: 8 - 4.30 9 - 5.30 9.30 - 6pm What You'll Do Drive our shift from service-based to experience-based customer management for UK and French customers. Own personalised, proactive advice in English and French across phone, live chat, email and social, from product questions to order and delivery queries. Build our community through real-time social DMs, turning quick replies into loyal fans.

Shape and implement the core KPIs behind our Wow strategy, then set out to outperform them. Push our Trustpilot and NPS ratings in the UK and France towards best in class. Partner with the Marketing team so every interaction, post and engagement feels personal and on brand. Ideal Candidate Fluent written and spoken English and French is a must for the role.

You’ve gained experience previously in customer service role of any kind. If you’ve worked towards targets too and can thrive in that environment – even better! A relationship builder who earns trust fast, stays calm in tricky conversations and can negotiate a great outcome. Creative and brand-obsessed; you're always hunting for new ways to surprise and delight. Positively impatient and quick to learn;

you own your numbers and you're always looking how you can go the extra mile for a customer. Benefits Access to PW product discounts Private healthcare Birthday day off Pension scheme Unique bonus scheme Cycle to work scheme Staff socials and events State of the art PW Campus Refreshments on-site About Protein Works Protein Works is a multi-award-winning go-to lifestyle nutrition brand for health-conscious, mainstream consumers.

Our HQ, PW Campus, is based in the North West and the business, as of June 2026 is part of the Lactalis Group, the world’s leading dairy company. Our mission is simple: to help people live healthier lives through the power of nutrition. Protein Works stands as one of the UK's fastest-growing food and beverage brands and we've earned a reputation for creating premium products at affordable prices, including: protein shakes, complete meal shakes, wellness supplements, and high-protein snacks.

All of our products are crafted to deliver unmatched taste and quality. We've has sold over 500 million shakes worldwide and continues to expand rapidly across the UK and Europe. Powering our growth is a world-class team, spanning across product development, technology, business intelligence, manufacturing, logistics, marketing, and more. Together, we're proud to deliver exceptional value and an unrivalled experience to our more than 2.5 million customers globally