Global Customer Experience Manager

The GelBottle Inc

Global Customer Experience Manager leading customer support strategies for UK and US operations. Shaping team dynamics and improving customer engagement for The GelBottle Inc.

Posted 6/6/2026full-timeBrighton • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience managementperformance managementprocess improvementdata analysisproblem-solvingteam leadershipcoachingdevelopment planningworkload planningCX metrics

Soft Skills

communicationteam buildingdecision makingadaptabilityinterpersonal skillsconflict resolutionfeedback deliverycultural awarenesscollaborationcustomer focus