{"id":4181929,"url":"https://alion.io/job/pact-coffee-customer-experience-manager","title":"Customer Experience Manager","company":{"id":690366,"name":"Pact Coffee","domain":"pactcoffee.com","url":"https://alion.io/company/pactcoffee","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","Haslemere, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":59778},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-12T17:36:04Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T17:36:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We’re Pact, and we’re here to change the world of coffee.\nWe seek out the earth’s best beans from the world’s best growers, lovingly roast them, and serve them to you at their freshest.\nYou’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.\nEveryone 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.\nFancy making a Pact with us?\nThe role\nLove great coffee, problem-solving, and happy customers?\nWe’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.\nEvery 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.\nThat’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.\nWhat you’ll be doing\nLeading the team\nLeading and developing our customer service team, setting clear expectations, building skills, and creating a culture that’s all about brilliant service. \nOverseeing every customer contact channel, making sure the right systems, processes, and service standards are in place. \nReporting 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. \nImproving the customer experience\nSetting and tracking our key service performance measures, using data and customer feedback to decide priorities and drive improvements.\nLooking at the whole customer journey from sign-up to ongoing subscription and delivery, and finding ways to build loyalty and reduce cancellations.\nBeing the eyes and ears of our customers, making sure feedback, reviews, NPS, and recurring issues turn into meaningful improvements\nWorking across the business\nBuilding strong relationships right across the Pact team, bringing teams together to solve customer issues and making sure the customer view shapes wider decisions.\nWorking with Production, Operations, B2B, Marketing, CRM, and product to fix recurring issues and support new product launches and campaigns. \nRequirements\nYou could be who we’re looking for if…\nYou’ve got at least 2 years’ experience managing and developing a customer service or customer experience team.\nYou’ve got a track record of raising standards, team performance, and customer satisfaction.\nYou know what makes a great customer experience, and how to deliver it consistently.\nYou’re confident using customer service systems (we use Zendesk) and using KPIs and data to manage performance. \nYou’re outgoing, practical, and proactive, with a real passion for customer experience and the confidence to make things happen. \nYou’re a natural people person. You communicate confidently at every level, and you’re great at bringing different teams and perspectives together. \nYou’re happy working from our London Bridge office Tuesday to Thursday, with one day a month at our roastery in Haslemere. \nYou’ve worked in an e-commerce, FMCG, or subscription business. This isn’t essential, but it’s a big bonus. \nYou love coffee - that’s a big bonus too, but if you’re still learning, we’ll happily help your passion grow on the job!\nThis is your chance to shape how customers feel about Pact. You’ll lead a lean but brilliant team who speak to our customers every day, and you’ll see the difference your ideas make - in great reviews, even better retention, and a team that understands our customers inside out.\nBenefits\nSalary: £45,000 per annum\nOur Head Office is in London Bridge, but we offer a hybrid, flexible working environment. We have an engaged, collaborative approach to work, supportive leadership team, and our perks are great.\nHere are some of the Pact Perks we currently offer:\nHybrid working model (everyone is in the office Tuesday, Wednesday and Thursday)\nFlexi-time working, with core hours (10:00-16:00)\n23 days holiday (increasing annually up to 27 days)\n3 extra days leave between Christmas & New Year\nAnother day off for your birthday\nMonthly at-home coffee allowance\nEnhanced Workplace Pension\nIncome Protection\nGroup Life Assurance (plus bereavement & probate support)\nCycle to Work Scheme\nWorkplace Nursery Benefit\nEmployee Assistance Program (inc. counselling)","description_format":"text","description_chars":5175,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Workplace nursery"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prepared Foods","Food Ingredients"],"lifecycle":[{"event":"open","at":"2026-11-12T17:36:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T19:03:14Z"},"pay":{"stated_usd_annual":59778,"is_top_pay":false},"html_url":"https://alion.io/job/pact-coffee-customer-experience-manager","json_url":"https://alion.io/job/pact-coffee-customer-experience-manager.json","meta":{"generated_at":"2026-11-12T19:03:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":40121,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":690366},"rest":"https://alion.io/mcp/rest/get_company?id=690366"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpact-coffee-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpact-coffee-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpact-coffee-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pact-coffee-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpact-coffee-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4181929}},{"tool":"search_jobs","arguments":{"company":"pactcoffee.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4181929},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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