Customer Experience Team Lead

Life is short, make it count.

Liformeis a company with boundless ambition, and we fundamentally believe that we can change the World significantly through our business. We are proud to be B Corp Certified.

We are a dynamic privately owned and digitally native company in the Yoga and Wellness Sector with sales in over 185 countries Worldwide, and with many exciting things in the pipeline. We are a scale up business that still operates in many ways like a start-up, and this energetic and flexible approach is at the core of how we operate.

We reinvented the Yoga mat back in 2008 and have since grown to become a leading brand in the Yoga and wellness industry, loved and trusted for our ground-breaking innovations and our commitment to environmental sustainability and using our business to promote social justice in the World. We have a market-leading customer service record and average 4.9
* product and service reviews globally – we do not like to do things by halves!

Our mission is to support and encourage the practice of Yoga and physical and mental wellbeing with our original, ground-breaking and truly useful products; to bring the values of Yoga to the Yoga business and beyond
; and to unite a global community of people around our common goal to 'Live For More' through the products we produce and sell, how we run our business and how we Give Back to the World through it
.

Headquartered in central London and now working in a hybrid remote + office structure (currently Wednesday/Thursday at our office in the heart of Camden Town, a few minutes from Camden Town tube), we are continuing to grow and strengthen our team with the addition of further like-minded, bright and ambitious people.

Reporting to the overall Customer Experience Manager and other Senior Management as required, you will be responsible for managing our friendly, efficient and effective team to provide exceptional service for our DTC business to drive and support the growth of our global ecommerce company.

You will be part of a crucial front-line team liaising with potential, new and existing customers across digital touchpoints to deliver an all-round exceptional customer journey and ensure positive brand perception and association. Proactive, dynamic and energetic, you will work with our operations team to resolve customer issues, actively engage with customer queries and complaints and work to further improve customer propositions.

As Customer Experience Team Lead, you will thrive on delivering exceptional service to our wonderful community of Yogi customers. You must have the ability to manage multiple deliverables simultaneously, get a thrill from exceeding targets, have the drive to continually look for potential improvements to processes and protocols and the initiative to problem-solve. You will lead by example with enthusiasm and passion, rolling up your sleeves and getting hands-on to lead delivery effectively.

• Lead our team to deliver outstanding digital customer service in a competitive and global ecommerce environment.
• Drive, manage and improve engagement with customers through digital and written channels of communication (e-mail, social DMs etc.)
• Ensure necessary resources, team capacity and tools are available to meet business’ requirements.
• Provide inspiring and motivational management for a small but growing team.
• Handle and resolve more complex or escalated customer service issues.
• Review, develop, update and implement protocols to improve customer propositions.
• Deliver the voice of our brand, monitoring quality, tone and service level of customer communication.
• Advocate for customers through feedback and escalation of issues internally.
• Report on key performance indicators (including SLAs, CSAT, return rates, etc.) to Senior Management and implement feedback to continually improve scores.

• Dynamic energy with a proactive approach, and with a real willingness to be hands-on and get involved.
• Ability to thrive in a fast-paced entrepreneurial environment; fast learner with a natural eagerness to upskill.
• Highly personable and able to fit in with our hard-working team.
• Strong attention…