Customer Experience Manager

We’re Pact, and we’re here to change the world of coffee. 

We seek out the earth’s best beans from the world’s best growers, lovingly roast them, and serve them to you at their freshest. 

You’ll find our speciality coffees in kitchens across the UK through our subscription and store, on the shelves at Waitrose and Ocado, on Amazon, and in offices, cafes and restaurants around the country. 

Everyone on our team helps shape what we do - from sourcing to marketing to the moment a bag lands on someone’s doorstep. Last year, we roasted over half a million kilograms of coffee, and grew our team to 70 across our head office near London Bridge and our roastery in Surrey. 

Fancy making a Pact with us? 

The role

Love great coffee, problem-solving, and happy customers? 

We’re hiring a Customer Experience Manager to lead our customer service team and make every step of the Pact journey excellent - from the moment someone signs up to every bag that lands on their doorstep. 

Every conversation with our team is a chance to turn a good experience into a great one, and a first order into a lasting subscription. We need someone to make sure we get it right every time - leading a brilliant team, spotting where we can do better, and turning what our customers tell us into positive change. 

That’s where you come in. This is a hands-on role - you’ll run the team day-to-day, help them develop, and use customer feedback and data to decide where to focus. You’ll be the voice of our customers across the business, working with teams from Operations and Production to Marketing, CRM, Product and B2B, so their perspective shapes every decision we make. And once a month, you’ll join the wider Operations team at our Haslemere roastery.

What you’ll be doing

Leading the team

• Leading and developing our customer service team, setting clear expectations, building skills, and creating a culture that’s all about brilliant service. 
• Overseeing every customer contact channel, making sure the right systems, processes, and service standards are in place. 
• Reporting regularly on performance to our Operations Director and senior leadership team, with clear recommendations. Keeping sensible controls in place around refunds, replacements, and gaming risks. 

Improving the customer experience

• Setting and tracking our key service performance measures, using data and customer feedback to decide priorities and drive improvements.
• Looking at the whole customer journey from sign-up to ongoing subscription and delivery, and finding ways to build loyalty and reduce cancellations.
• Being the eyes and ears of our customers, making sure feedback, reviews, NPS, and recurring issues turn into meaningful improvements

Working across the business

• Building strong relationships right across the Pact team, bringing teams together to solve customer issues and making sure the customer view shapes wider decisions.
• Working with Production, Operations, B2B, Marketing, CRM, and product to fix recurring issues and support new product launches and campaigns.