Global Customer Experience Manager

About the role

The GelBottle Inc. is on an exciting growth journey, and we're looking for a Global Customer Experience Manager to be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!

As our Global Customer Experience Manager, you’ll lead Customer Experience across the UK and US, raising the bar for how we support our customers worldwide.

This is a brand new role, created as part of our growth, with real opportunity to shape how Customer Experience looks and feels at TGB. You’ll take ownership of a team of 6, leading and developing them while introducing new ideas, improving processes, and building ways of working that help the team run smarter and more efficiently as we scale.

Your role:

• Lead and develop a global Customer Experience team of 6 across the UK and US, whilst these are our central hubs we support customers worldwide.
• Take full ownership of how Customer Experience runs day-to-day- driving performance and results.
• Coach, support and grow your team through regular 1:1s, feedback and development planning.
• Build a strong, connected team culture across regions.
• Shape and improve how we work- introducing smarter processes, tools and ways of supporting customers.
• Set clear standards for service, tone of voice and how we show up across every customer interaction.
• Plan workloads and resources to keep things running smoothly, even during busy periods.
• Act as the go-to for complex or high-impact customer issues, finding the right balance between customer needs and the business.
• Use data and insight to spot trends, solve problems and keep improving the experience.
• Work closely with departments across the business, bringing the voice of the customer into everything we do.

About you:

We’re looking for an experienced Customer Experience leader who’s confident managing teams in fast-paced, multi-location environments. You’ll be great at developing people, improving processes and connecting teams.

You will have:

• Proven experience leading a Customer Experience team in a fast-paced environment, ideally e-commerce, retail, beauty or wellness.
• Strong people leadership skills, with a focus on coaching, development and performance.
• Experience managing teams across multiple locations or regions.
• Confident building and improving processes that scale as a business grows.
• Clear, confident communicator- both written and verbal.
• Strong problem-solving skills with the ability to make sound, quick decisions.
• Hands-on experience with CX platforms such as Zendesk, Freshdesk or Front.
• Understanding of CX metrics such as CSAT, SLAs or similar frameworks.

Why TGB?

At TGB, we’re driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.

What we can offer you:

🏡 Hybrid working

💰 Yearly company bonus

🚀 £1,000 yearly personal development fund

🎓 5 'study days' a year

🌴 25 days holiday + bank holidays

🌼 'Daisy days' (extra 2 days off throughout the year)

✈️ Holiday purchase scheme (+5 days)

🎂 Birthday bonus (after one years’ service)

🐣 Enhanced maternity Leave

🤝 Long service award (additional holiday allowance)

🌍 3 month’s sabbatical offered upon 3 years’ service

🏥 Healthcare cash plan (via. Health Shield)

🚘 Electric car lease scheme (via. salary sacrifice)

💅 Discount on spa treatments and consumer products

🫶 Life assurance + pension scheme

🎉 Regular funded company events

🚊 Season ticket loan

What happens next?

1. Apply!

2. Screening call with our Talent team (30min)

3. Interview with hiring manager (1hr)

4. Practical interview (Brighton HQ 1.5 hr)

Please note: We may close this role early if we find the right person sooner than expected - so if you're interested, we want to hear from you soon.