Customer Experience Lead @ Wellgard (Full-Time, Brighton)

About Wellgard

Founded in 2016, we've built an award-winning wellness brand trusted by millions of customers across the UK. As we continue to pursue ambitious growth, we're looking for talented people who want to help shape what's next.

Wellgard is looking for a hands-on Customer Experience Lead to help us evolve from reactive customer support into a proactive, commercially minded customer experience function.

Let's be straight about what this is.

Our CX team today is you plus one experienced Customer Service Executive. This is a player-coach role: you will spend a meaningful part of every week in the inbox and on the phones alongside them, and you will use what you see there to build the systems, journeys and initiatives that make the experience better.

If you want to inherit a team and manage from a dashboard, this is not the role. If you want to build the function properly from the ground up, come and own it.

How the Role Will Unfold

We would rather sequence this well than promise everything at once.

First 6 Months: Stabilise and Systemise

• Work hands-on across customer enquiries, phone calls, emails, complaints, returns, refunds and subscription queries, and take ownership of complex issues and escalations.
• Own and improve Gorgias: tagging, macros, workflows, automations and reporting.
• Introduce clear service standards and metrics across channels, including response times, resolution times, backlog and customer satisfaction.
• Improve FAQs, self-service content, internal knowledge and customer communications to reduce avoidable contact.
• Build simple processes for identifying and tracking recurring customer issues, and start feeding root causes back to Fulfilment, Operations, Marketing and eCommerce.

From Month 6: Retention and Customer Value

• Use Recharge and customer data to understand our subscription customers, cancellation reasons and churn.
• Own the analysis of where and why customers leave, and develop practical ways to improve retention.
• Improve subscription journeys including pause, skip, cancellation, save and reactivation.
• Partner with Marketing and eCommerce on retention initiatives such as win-back flows and loyalty ideas. You own the customer insight and the in-journey experience; they own campaigns and channels.
• Over time, develop thoughtful ways to delight first-time and long-standing customers through gifting, samples, inserts and memorable moments, once the foundations above are solid.

What We're Looking For

Someone with experience in Customer Experience, Customer Operations or Customer Service, ideally within a DTC, eCommerce or subscription-led consumer brand.

This is likely a step-up role for a strong number two ready to build and lead a function, rather than a sideways move for an established Head of CX.

• Experience with platforms such as Gorgias, Zendesk, Intercom or similar.
• Experience with Recharge or another subscription platform would be a strong advantage.
• A good understanding of macros, workflows, automations, CX reporting and service-level metrics.
• An understanding of subscription retention, churn and post-purchase customer journeys.
• Strong commercial awareness and confidence using customer data to identify opportunities.
• Some experience coaching, developing or supporting others.
• A practical, curious and hands-on approach, and comfort with the reality that during busy periods the inbox comes first.

What You'll Get

• £33,000 to £43,000 salary, depending on experience
• Annual salary reviews
• Company pension

Career

• Work alongside an experienced eCommerce team
• Employee mentoring programme
• Access to the latest AI tools to help you work smarter
• Real ownership and responsibility from day one

Lifestyle

• Flexible start and finish times, with core hours from 10am to 4pm
• 23 days' annual leave, plus bank holidays and your birthday off
• Free Wellgard products
• Friday team lunches from top-tier local restaurants
• A fully stocked kitchen and Gail's coffee
• Company socials twice a year
• Casual dress
• Free on-site parking
• MacBook Pro, 49-inch ultrawide monitor and ergonomic workstation

Location

This is a full-time, office-based role at our headquarters in Hollingbury, Brighton (BN1 8AQ).

The Opportunity

This is not a role where you inherit a large CX team or a finished playbook.

You'll shape how Customer Experience works at Wellgard, build better systems and processes, understand our customers deeply and create experiences that strengthen loyalty and retention as the business grows.

As the function proves its impact, there is a genuine path to growing the team around you.

Ready to Apply?

Send us your CV along with a short note (five to ten lines is plenty) describing one customer experience or retention problem you have solved and what changed as a result.

We read every application, and the note matters more than the CV.

Pay: £33,000.00-£43,000.00 per year

Ability to commute/relocate:

• Brighton BN1: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 4 years (required)

Language:

• English (required)

Work Location: In person