Customer Experience Manager (Parental Leave Cover)
About Us
Shakti Mats began in 2014 in a tent and has grown into a fast-moving global e-commerce brand, best known for the Shakti Acupressure Mat. We’re values-led, with deep commitments to ethical production, charity, and meaningful employment in India and New Zealand. Our mission: Ignite the Good, in ourselves, our communities, and the world. Our growing team of 30 shares a drive to grow sustainably, lead with integrity, and make a lasting difference.
The Role
We’re seeking a Customer Experience Manager for a fixed-term, full-time role covering parental leave through to July 2027. Reporting to our Head of Marketing, you’ll lead pre and post purchase customer experience, manage our customer service team, and turn customer feedback into insights that shape marketing, product, and operations.
Key Responsibilities
Customer Service Strategy & Team Management
- Manage the remote customer service team(4), set standards for response times and quality
- Maintain SOPs, macros, and knowledge base
- Monitor performance (CSAT, resolution rates, quality scores) and coach the team
- Ensure brand voice consistency across channels
- Handle escalations and complex cases
Customer Feedback Collection & Analysis
- Run feedback programs (CSAT, NPS, post-purchase surveys)
- Analyse feedback to identify pain points and trends
- Produce monthly Community Reports for the business
- Share insights with Product, Operations, and Marketing
- Monitor reviews and competitor sentiment
Cross-Functional Collaboration
- Partner with Ecommerce & UX, Content & Community, Brand & Creative, and Operations to improve experience and drive shared priorities
Key Integrations
- Brand & Creative: share customer insights; maintain brand voice in support
- Content & Community: flag advocacy and UGC opportunities
- Ecommerce & UX: report website friction and checkout issues
- Operations: coordinate on fulfillment, shipping, and quality
What You'll Bring
- 5–7+ years in customer experience, service management, or customer success (DTC ecommerce preferred)
- Track record managing customer service teams and support platforms (Gorgias, Zendesk, Freshdesk, etc.)
- Strong feedback analysis skills, turning data and customer voice into action
- Empathetic, analytical, and a clear communicator under pressure
- Wellness or lifestyle brand experience a plus
Why Join Shakti Mats?
- A purpose-driven team making global impact
- A pivotal role shaping how we serve customers
- Flexible working, including WFH options one day per week
- A culture that celebrates progress and shows up for each other
Our Culture
Values-led, collaborative, fuelled by growth. Sharpen Up (learn & grow), Care for the Collective (got your back, say it straight, show up), and Enjoy the Ride (embrace play, be your full self).
Perks
- 📚 Annual learning & development budget
- 🧘 WFH 1 day/week
- 🤝 Quarterly team sessions