Senior Customer Experience
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Key skills for this role
About the Role
Kayzin Recruitment is seeking a Senior Customer Experience & Success Specialist for a fast-growing consumer technology company in the wellness and lifestyle space. The role focuses on owning the end-to-end customer journey, managing complex cases, and driving retention and engagement improvements.
Key Skills for This Role
Responsibilities
- Own the customer journey from onboarding through long term retention
- Manage complex or sensitive customer cases escalated through AI support
- Drive improvements across customer experience to increase engagement and reduce churn
- Monitor customer behavior, retention, and subscription trends, turning insights into improvements
- Support CRM and lifecycle communication initiatives to improve member experience
- Work closely with Product, Marketing, and Operations to optimize the customer journey
- Ensure every customer interaction reflects a premium, customer first experience
- Identify recurring customer themes and proactively recommend improvements
Requirements
- 3 5 years of experience in Customer Success or Customer Experience
- Experience in subscription based, mobile app, D2C, SaaS, or consumer technology environment
- Strong experience managing onboarding, customer engagement, retention, and churn reduction
- Hands on approach with confidence handling complex customer situations
- Strong analytical skills and ability to use customer insights for improvements
- Experience using CRM or lifecycle marketing platforms (Klaviyo advantageous)
- Excellent written and verbal communication skills in English
Full Job Posting
The Opportunity
- This is not a traditional customer support role; AI handles first line enquiries, allowing focus on high impact interactions.
- You will own complex customer cases, improve member experience, and work cross functionally to ensure a seamless customer journey.
Key Responsibilities
- Own the customer journey from onboarding through to long term retention.
- Manage complex or sensitive customer cases escalated through AI support.
- Drive improvements across the customer experience, identifying opportunities to increase engagement and reduce churn.
- Monitor customer behaviour, retention and subscription trends, turning insights into practical improvements.
- Support CRM and lifecycle communication initiatives to improve the member experience.
- Work closely with Product, Marketing and Operations to continuously optimise the customer journey.
- Ensure every customer interaction reflects a premium, customer first experience.
- Identify recurring customer themes and proactively recommend improvements across the business.
About You
- 3–5 years' experience within Customer Success, Customer Experience.
- Experience working within a subscription based business, mobile app, D2C, SaaS or consumer technology environment.
- Strong experience managing onboarding, customer engagement, retention and churn reduction.
- A hands on approach, with confidence handling complex customer situations.
- Strong analytical skills and the ability to use customer insights to drive meaningful improvements.
- Experience using CRM or lifecycle marketing platforms (Klaviyo experience advantageous).
- Excellent written and verbal communication skills in English.
- A proactive mindset with a genuine sense of ownership and accountability.
Additional Notes
- Immediate or short notice candidates preferred.
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