Job Description

Customer Experience Manager

Reports to:

Head of eCommerce

Location:

Glasgow, hybrid

Salary:

Dependent on experience

Hours:

40 hours per week

Role Overview

Carbeth Plants is an expanding, ambitious eCommerce business specialising in indoor & outdoor plants and gardening products across the UK.

As we continue to grow rapidly, we're seeking a proactive and highly organized

Customer Experience Manager

to lead our customer care team and enhance every touchpoint of our customer journey.

The ideal candidate will possess strong people management skills, a customer-first mindset, and proven experience in developing high-performing customer support functions in eCommerce or retail.

Do you have a passion for delivering outstanding customer experiences?

Have you previously managed a support team and improved customer satisfaction through structured processes and data insights?

If so, this could be the perfect opportunity.

Key Tasks and Responsibilities

Lead and manage the day-to-day operations of the customer service team Define and implement a customer experience strategy aligned with brand values. Handle escalated queries and complex issues to ensure positive outcomes. Track KPIs including response times, CSAT, and resolution rates; identify areas for improvement. Develop and document standard operating procedures (SOPs) to ensure consistency. Collaborate with fulfilment, marketing, and eCommerce teams to resolve customer pain points and prevent issues. Monitor customer feedback via Trustpilot, social media, and email, using insights to improve service delivery. Support peak periods (e.g., spring/summer) with workforce planning and temporary support onboarding.

What We're Looking For

3+ years' experience in a customer service or CX management role (ideally in eCommerce or consumer retail). Strong leadership skills with the ability to mentor and motivate a team. Experience using helpdesk software (e.g., EDesk, Zendesk, Freshdesk). Data-driven mindset - confident in analysing customer metrics and reporting on performance. Excellent verbal and written communication skills. A calm, solution-focused approach under pressure. A passion for customer satisfaction and continuous improvement.

Why Join Us?

Carbeth Plants is at an exciting growth stage, combining a heritage of quality products with a modern digital-first approach. You'll play a vital role in keeping our systems humming and supporting data-driven decisions that shape our future.

We offer a refreshing alternative to the usual city-centre hustle -- our team works in a green, peaceful setting that promotes well-being and balance. If you're looking to build your career in a healthy and supportive environment, this could be the opportunity you've been waiting for.

Join us in building a better, greener customer experience--from the ground up.

Job Type: Full-time

Benefits:

Employee discount On-site parking
Experience:

Customer service: 1 year (preferred)
Licence/Certification:

Driving Licence (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: In person