Customer Experience Manager

We’re searching for a heart-led, brand-aligned Customer Experience Manager to bring our vision, values, and magic to life. In this role, you will play an essential role in creating meaningful moments for our community, inspiring connection, uplifting others, and embodying the spirit of by charlotte in every interaction.

If you’re ready to share your light, bring creativity and positivity into your work, and contribute to a team that truly cares, we’d love to connect with you.

Key Responsibilities

As a Customer Experience Manager, you will deliver an exceptional, end-to-end customer journey across retail, e-commerce, and post-purchase channels. This role ensures that every customer touchpoint reflects the by charlotte brand values. This role oversees customer service operations, develops service frameworks, leads the CX team, and works cross-functionally to continuously elevate the customer experience.

Key Responsibilities Include:

• Lead, mentor, and develop the Customer Experience team across online and in-store channels.
• Set KPIs, service standards, and quality assurance processes to elevate performance.
• Oversee workforce planning, training, and coaching to support service excellence.
• Help optimise the end-to-end customer journey across retail, digital, fulfilment, and post-purchase touchpoints.
• Identify friction points and implement improvements to lift NPS, loyalty, and conversion.
• Manage omnichannel service programs including live chat, email, phone, social DMs, and in-store touchpoints.
• Collaborate with E-Commerce, Digital, and Retail teams to deliver seamless online-to-offline experiences (e.g., click & collect, returns).
• Partner with fulfilment and logistics teams to resolve issues and improve service delivery SLAs.
• Analyse customer feedback, sentiment trends, and service metrics to uncover insights.
• Present customer insights to leadership and recommend strategic improvements.
• Ensure all communication reflects by charlotte’s brand voice; develop templates and guidelines to support consistency.
• Oversee high-level escalations, complaints, and issue-resolution frameworks with empathy and professionalism.

About You

The ideal candidate brings warmth, empathy, and a genuine passion for creating meaningful customer experiences. You’re highly organised, detail-oriented, and proactive, with the emotional intelligence to stay calm, grounded, and solutions-focused even in busy moments. You also feel naturally aligned with by charlotte’s ethos of connection, spirituality, and conscious living — values you reflect in the way you support both customers and the team.

You Will Also Bring:

• 3–5+ years’ experience in customer experience or customer service management (retail, e-commerce, or lifestyle brand preferred).
• Proven experience leading and developing high-performing service teams.
• A strong understanding of omni-channel retail and digital customer journeys.
• Excellent communication skills, with strengths in conflict resolution and stakeholder collaboration.
• Strong analytical capability with hands-on experience using CX metrics and reporting.
• Experience with platforms such as Shopify, Gorgias, Klaviyo, or similar CX tools.
• Knowledge of jewellery, fashion, or premium/luxury retail markets.
• Experience developing or implementing customer-centric service frameworks.

Perks And Benefits

At by charlotte, we cherish our people and create an environment where growth, creativity, and joy flourish. You’ll enjoy:

• Generous discounts across our collections, so you can wear the pieces that inspire you.
• Access to our bespoke training platform, offering role-specific pathways, leadership development, and opportunities to grow your craft.
• Unique events and shared moments throughout the year designed to deepen connection and celebrate our team.
• Being part of a passionate, fast-growing team where creativity thrives and every voice is valued.

About Us

At by charlotte, we believe in the magic of collective growth. Like a lotus rising toward the light, we embrace each new chapter with curiosity, courage, and heart. We uplift one another, celebrate individuality, and create jewellery that carries meaning, intention, and love. Together, we inspire our community to discover their inner light.

We are committed to providing equal opportunities and fostering a culture grounded in respect, inclusivity, and collaboration. Due to the high volume of applications, only shortlisted candidates will be contacted.