Customer Experience Manager

Hello, we’re SURI. We're on a mission to radically transform oral care with beautiful everyday essentials designed for life. Championing high performance and future-focussed design, our award-winning sonic toothbrush transforms an uninspiring chore into an enjoyable daily ritual. We seek to continually push the boundaries of what is possible and invite honest conversation on our collective journey. Since launching our sonic toothbrush in 2022, we’ve delighted over 500k customers across the UK, Europe and US. In doing so, SURI has risen to become the highest-rated electric toothbrush on Trustpilot, while achieving B-Corp certification and securing listings in major US and UK retailers. As well as garnering widespread media attention, SURI has also picked up numerous prestigious industry awards including The Grocer Startup of the Year, Red Dot Design Award, and the Marie Claire Sustainability Award. Why this role matters At SURI, we're building more than toothbrushes — we're building a movement for better oral care and a more sustainable future. Our customers are at the heart of that journey, and every interaction is a chance to strengthen trust, spark advocacy, and grow a community that reflects our mission. We're looking for an experienced Customer Experience Manager to join our team. Reporting to the CX Lead, you'll be her right hand — stepping up to lead the function independently when needed, and acting as the bridge between our customers, our CX team, and the wider business. You'll own meaningful CX projects — automation, reporting, tooling, and cross-functional collaboration — helping us scale intelligently and delight customers at every step. What you'll do Lead the function when it counts Deputise for the CX Lead, running the function with confidence and independence Make sound judgement calls, bringing solutions rather than problems Keep the team and wider business informed proactively Insights & reporting Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews Own and deliver monthly CX reports with clear, actionable recommendations Monitor sentiment and provide early warning signals for product, process, or reputation issues Keep pace with industry trends, performing regular competitor benchmarking to ensure that SURI stays ahead and best of class in terms of CX. CX projects & automation Lead projects to improve tools and workflows — automation pilots, macros, FAQ refreshes — from brief to delivery Own the rollout of new CX tools including testing, documentation, and embedding with the team Keep FAQs, help content, and macros clear, accurate, and up to date Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated Customer logistics comms Own customer-facing comms when stock or logistics impact CX — out of stock updates, backorders, replacements Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations Cross-functional collaboration Share customer insight with other departments to drive improvements and engagement Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience Champion the voice of the customer in cross-functional planning and reviews Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment What's not in scope: Direct people management of CX agents. Experience & skills 4–6 years in a customer experience role, with meaningful time in a scaling DTC or ecommerce business where processes were being built rather than inherited Proven ability to lead a function independently as a deputy or senior individual contributor Excellent written communication skills, with the ability to adapt tone across different platforms and audiences Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk Skilled at turning customer insights into clear, well-contextualised reports with actionable recommendations Strong organisational skills, able to manage multiple projects without losing quality Analytical mindset with the ability to track and interpret CX metrics including CSAT, response time, sentiment, and review volume Experience working with outsourced CX partners or BPOs Experience engaging customers on review platforms Experience implementing automation and AI tooling Mindset & approach Customer-obsessed, with a genuine passion for building trust and advocacy Proactive and ownership-driven — closes the loop without being asked Comfortable making judgement calls independently in a lean, fast-moving team Detail-oriented but able to see the bigger picture and connect insights across channels Clear and timely communicator — keeps the right people informed Excited about sustainability and motivated by SURI's mission to change oral care for the better Reports to: CX Lead 25 days annual leave, plus bank holidays and an additional day for your birthday Flexible working hours Hybrid working - up to 2 days working from home each week Bupa Healthcare and Dental Packages Income Protection and Life Assurance 1 Charity Day per year Central London offices- based in London Bridge; a stone’s throw from Borough Market 4x “Work from Anywhere” weeks, with no requirement to be in the office those weeks Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff Monthly social events, organised by different team members 5x free toothbrushes every year £1000 personal development budget each year, per employee Fantastic career opportunities; with the chance to grow as SURI does Summer Fridays; 2pm finish across Fridays in July and August Fresh fruit and snack orders every week Cycle to Work scheme, and Electric Bike Cycle to Work scheme Regular product swaps with other fantastic companies At SURI, we value diversity and welcome applicants from all backgrounds. We look for team members who will positively contribute to our dynamic, passionate culture and believe that an inclusive and diverse work environment is one in which we all thrive. Please let us know if you require any reasonable adjustments to be made for the recruitment process.