Remote Customer Experience Manager – Strategic Lead for Outsourced Contact Centre Operations & Service Excellence

About Swoon – Redefining Home Décor for a Digital‑First World

Founded in 2012, Swoon began with a simple yet powerful mission: to create distinctive, design‑driven home products that inspire lasting affection and become treasured heirlooms. Today, Swoon is a thriving online‑only brand that blends avant‑garde aesthetics with a data‑led, rapid‑innovation approach. By designing every piece in‑house and leveraging a proprietary New Product Development (NPD) pipeline, we can spot emerging trends, test concepts in real‑time, and bring fresh collections to market faster than traditional retailers.

Our business model removes the heavy overhead of brick‑and‑mortar storefronts and oversized warehouses, passing those savings directly to our customers. This lean, agile structure has unlocked high‑profile collaborations with retailers such as John Lewis, and propelled us to a growing share of the UK home‑goods market. As we continue to expand internationally, our commitment to exceptional customer experiences remains the cornerstone of everything we do.

Because Swoon operates exclusively online, every touchpoint – from the first browse to post‑delivery support – is an opportunity to delight, retain, and turn customers into brand advocates. We are looking for a visionary leader who can champion this philosophy, elevate our outsourced contact centre, and shape the future of our customer journey.

Why This Role Matters – The Strategic Impact of a Remote Customer Experience Manager

As the Remote Customer Experience Manager, you will be the critical bridge between Swoon’s senior leadership and our third‑party contact centre based in Gateshead. Your mandate is to ensure that every interaction is seamless, empathetic, and aligned with Swoon’s brand promise of design excellence and affordability. By optimizing processes, harnessing data insights, and fostering a high‑performance culture among care agents, you will directly influence key business metrics such as Net Promoter Score (NPS), first‑contact resolution, and overall customer lifetime value.

Key Responsibilities – What You’ll Do Every Day

• Strategic Partnership with Leadership: Collaborate with the senior leadership team to define, document, and continuously refine a best‑in‑class customer experience framework that supports Swoon’s growth objectives.
• Outsourced Team Management: Own the relationship with our third‑party contact centre, setting clear Service Level Agreements (SLAs), monitoring performance, and holding the team accountable for delivery against targets.
• Resource Planning & Allocation: Forecast and manage staffing levels, schedule optimization, and capacity planning to ensure we meet our promised service standards, even during peak periods.
• Escalation & Complex Issue Resolution: Act as the final point of escalation for high‑impact or sensitive customer issues, applying sound judgement and empathy to restore confidence.
• Performance Reporting: Produce weekly and monthly dashboards highlighting key performance indicators (KPIs), trend analysis, and actionable recommendations for senior stakeholders.
• Customer Journey Enhancement: Lead cross‑functional initiatives that improve the end‑to‑end customer proposition, from pre‑purchase guidance to post‑delivery care.
• Tool & Technology Advancements: Identify, evaluate, and implement enhancements to the contact centre technology stack (CRM, ticketing, analytics) to boost efficiency and data visibility.
• Training & Development: Design and deliver targeted training programmes that elevate the skill set, confidence, and performance of care agents.
• Data‑Driven Decision Making: Leverage quantitative data (CSAT, AHT, FCR) and qualitative insights (customer feedback, agent interviews) to inform strategic improvements.
• Change Management & Stakeholder Influence: Champion and drive change initiatives, securing buy‑in from both internal teams and external partners while maintaining strong relationships.
• Autonomous Execution: Operate with a high degree of independence, setting priorities, managing deadlines, and maintaining a calm, solutions‑focused demeanor in a fast‑paced environment.

Essential Qualifications – What We Need From You

• Experience: Minimum 5 years of progressive experience in customer service management, preferably within an e‑commerce or digital‑first environment. Demonstrated success managing outsourced or third‑party support teams.
• Leadership Acumen: Proven ability to lead, motivate, and develop remote teams; experience with performance management, coaching, and creating a culture of accountability.
• Analytical Skills: Strong familiarity with KPI tracking, data visualisation tools (e.g., Tableau, PowerBI), and the ability to translate raw data into strategic action plans.
• Technology Proficiency: Hands‑on experience with modern contact‑centre platforms (e.g., Zendesk, Freshdesk, Talkdesk) and CRM systems. Comfort with integrating new tools into existing workflows.
• Communication Excellence: Exceptional verbal and written communication skills, with the ability to influence senior stakeholders and build rapport with external partners.
• Problem‑Solving Mindset: Track record of handling complex escalations, making decisive judgments, and turning challenging situations into positive outcomes.
• Remote‑Work Discipline: Demonstrated success working in a remote or hybrid setting, with strong organisational habits and self‑motivation.

Preferred Qualifications – Nice‑to‑Haves That Set You Apart

• Experience in the home‑goods, interior‑design, or consumer‑luxury sectors.
• Certification in Service Management (e.g., ITIL) or Customer Experience (e.g., CXPA).
• Knowledge of lean or Six Sigma methodologies for process optimisation.
• Previous involvement in product development or NPD cycles, helping align support with product launches.
• Familiarity with UK employment law as it relates to remote work and third‑party contracts.

Core Skills & Competencies – The DNA of a Successful Candidate

• Strategic Vision: Ability to see the big picture while executing the details that bring a customer experience strategy to life.
• Empathy & Customer‑Centricity: Deep understanding of customer needs, pain points, and emotional triggers.
• Data Literacy: Comfort working with large data sets, extracting insights, and communicating findings to non‑technical audiences.
• Adaptability: Thrive in a rapidly changing environment, pivoting priorities without losing focus on long‑term goals.
• Collaboration: Strong team player who can bridge gaps between internal departments (Product, Marketing, Fulfilment) and external partners.
• Time Management: Ability to juggle multiple initiatives, meet deadlines, and maintain high quality output.
• Influence & Negotiation: Skilled at securing resources, aligning expectations, and achieving consensus across diverse stakeholders.

Career Growth & Learning – Your Future at Swoon

Joining Swoon means entering a fast‑growing, innovation‑focused organisation where career trajectories are rarely linear. As Remote Customer Experience Manager you will:

• Gain exposure to senior leadership and contribute directly to board‑level strategic decisions.
• Build expertise in cutting‑edge contact‑centre technologies and data‑driven CX methodologies.
• Leverage Swoon’s internal development programmes, including mentorship, leadership workshops, and external certifications (e.g., CXPA, Six Sigma).
• Potentially progress into broader operational leadership roles such as Head of Customer Operations, Director of Service Excellence, or even VP‑level positions as the company scales internationally.
• Participate in cross‑functional product launch teams, gaining insight into how design, merchandising, and fulfilment intersect with customer support.

Work Environment & Culture – What It’s Like to Be Part of the Swoon Family

At Swoon we celebrate a lean, agile, and collaborative mindset. Our team of around 30 professionals works primarily remotely, but we value face‑to‑face connection. Quarterly in‑person workshops in London, team‑building socials, and annual off‑site retreats are part of our DNA. We foster an environment where:

• Ideas are welcomed from every level – we believe great solutions can come from anyone, anywhere.
• Work‑life balance is respected – flexible hours, “summer hours” (ending at 1 PM every Friday from July to September), and a supportive mental‑health culture are standard.
• Transparency is paramount – regular all‑hands updates, open‑door policies with founders, and clear KPI dashboards ensure everyone knows the company’s direction.
• Innovation is encouraged – we run monthly “idea sprints” where employees can pitch improvements to processes, tools, or product experiences.

Compensation, Perks & Benefits – Rewarding Your Contributions

We recognise that exceptional talent deserves a competitive and holistic rewards package. While exact figures are tailored to experience, the overall offering includes:

• Financial Compensation: Competitive base salary, performance‑linked bonus, and a share‑options programme.
• Profit‑Sharing: Annual profit‑share distribution aligned with company success.
• Wellbeing Allowance: Dedicated budget for health, fitness, or mental‑wellness activities.
• Pension Scheme: Employer‑matched contributions for long‑term financial security.
• Private Medical Cover: Comprehensive health insurance for you and your family.
• Generous Vacation: 27 days of annual leave, increasing to 30 days based on tenure, plus public holidays.
• Summer Hours: Four‑month period each year where workdays conclude at 1 PM on Fridays, giving you extra personal time.
• Home‑Office Stipend: Annual allowance for ergonomic furniture or tech upgrades (with a special anniversary furniture gift).
• Discounts: 20% off Swoon products for you, family, and friends, enabling you to experience the brand firsthand.
• Fully Remote Flexibility: Work from any location with reliable internet, supported by a technology allowance and regular virtual coffee chats.
• Learning Budget: Personal development funds for courses, conferences, or certifications of your choosing.

How to Apply – Take the Next Step Towards a Transformative Career

If you are ready to lead a high‑performing, remote customer support ecosystem, thrive in a fast‑moving digital brand, and want to shape the future of home‑goods retail, we want to hear from you. Submit your résumé, a cover letter outlining your most relevant achievements, and any supporting portfolio material (e.g., process improvement case studies) through the link below.

We will review applications promptly and schedule interviews with our leadership team for candidates whose experience aligns with our vision. Remember – at Swoon, you’re not just filling a role; you’re becoming a catalyst for lasting customer delight.

Apply Now – Join the Swoon Journey!