Customer Experience Manager at suri-3

Setup: Hybrid
Location: London, England
Type: Full-time
Posted: May 29, 2026

Description

SURI, a leader in oral care products, is seeking an experienced Customer Experience Manager to enhance customer satisfaction and drive operational efficiency. This role involves leading customer experience initiatives, analyzing feedback, automating processes, managing customer communications during logistical impacts, and fostering cross-functional collaboration. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a deep understanding of customer-centric strategies.

Required Skills

Customer Experience
Gorgias
Analytical Skills
AI Tooling
Outsourced CX Partners/BPOs

Additional Information

Required Previous Experiences: 3-5 years in a customer experience role, with meaningful time in a scaling DTC business where processes were being built rather than inherited.
Proven ability to lead a function independently as a deputy or senior individual contributor.
Preferred Qualifications: Excellent written communication skills, with the ability to adapt tone across different platforms and audiences.
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 engaging customers on review platforms.
Experience implementing automation and AI tooling.
Experience working with outsourced CX partners or BPOs.