Customer Experience Lead

About the role

We are looking for a Customer Experience Lead to shape and execute the customer success strategy for SE Products & Official Memorabilia. You will own the end‑to‑end journey across retail, eCommerce and auction channels, ensuring every fan, club and VIP receives an experience that matches their passion for sport.

Key responsibilities

• Define and implement the CX roadmap across all sales channels.
• Run NPS surveys, translate insights into actionable improvements.
• Manage front‑of‑house operations and uphold brand look and feel.
• Drive process and integration improvements between retail and web eCommerce.
• Oversee the day‑to‑day appearance of the Official Memorabilia store and auction site.
• Own the CRM platform, building segmentation, lifecycle journeys and automation.
• Increase online revenue through website reviews, product management and UX optimisation.
• Collaborate with external digital‑marketing agencies to deliver brand‑aligned campaigns.
• Allocate marketing budgets, monitor ROI and provide performance analytics.

Required profile

• Degree in Business, Marketing, Media or a related field.
• 5+ years of experience in customer experience, eCommerce or digital retail, preferably in sports.
• Proven track record operating online stores, CRM platforms and digital campaigns.
• Strong commercial acumen and data‑driven decision making.
• Excellent organisational, detail‑orientation and communication skills.

Required skills

• CRM platforms (e.g., Salesforce, HubSpot)
• eCommerce platforms
• Digital marketing tools
• Analytics and reporting
• UX optimisation