Swansea - United Kingdom | Permanent, Full-time

At Tredz, we're big bike believers. Big time. We are driven by what matters when it comes to our customers and colleagues, sharing our passion in cycling and hands-on expertise to deliver an outstanding customer experience.

Purpose of the Role

As Customer Experience Manager, you'll own the full end-to-end customer journey. You will ensure every customer touchpoint, whether digital, physical, or human, reflects what we do best at Tredz which is deliver effortless customer service.

This is a key strategic role that connects customer insight, contact centre leadership, and CRM strategy to drive satisfaction, loyalty, and long-term value. You’ll play a vital role in shaping how customers experience Tredz not just when they buy a bike, but every time they interact with us before, during, and after the ride.

You’ll lead a passionate, high-performing contact centre team and own the CRM roadmap, using customer data and feedback to continuously improve the customer experience. You will work in collaboration with digital, operations, brand, and retail teams to make sure the full customer journey lives up to our values and supports our vison and purpose.

Key Responsibilities

Customer Experience Strategy

• Design and lead an end-to-end customer experience strategy that puts our riders first, strengthens our brand, and supports our commercial goals.
• Connect touchpoints across digital, delivery, customer service, and post-purchase to create seamless, consistent journeys.
• Use customer insight and feedback to identify key moments of truth and areas for improvement from packaging and assembly to delivery communication.
• Collaborate with digital, e-commerce and marketing, operations, and distribution teams to enhance service touchpoints and remove friction.
• Champion service design that reflects our values and purpose

CRM Strategy & Execution

• Lead the strategic development of customer journey mapping and segmentation to inform CRM activity across the business.
• Work collaboratively with Marketing and E-Commerce teams to ensure CRM campaigns and lifecycle communications align with customer insight and support the overall experience.
• Define and prioritise CRM use cases that support onboarding, retention, win-back, and service communications.
• Use customer feedback, behavioural data, and service insights to influence how and when we connect with customers throughout their lifecycle.
• Champion a test-and-learn approach to CRM performance, helping teams evaluate journey effectiveness and impact on customer satisfaction and retention.

Customer Contact Centre & Aftersales Leadership

• Lead, inspire, and support the customer service and aftersales teams across phone, email, live chat, and social platforms.
• Ensure warranty queries, technical support, and service requests are handled professionally and efficiently.
• Build scalable systems and processes to support the management of returns and aftersales care
• Monitor and manage key service metrics.
• Ensure training and documentation equip teams to handle complex queries with clarity and empathy
• Create a culture of continuous learning and development.

Team Leadership & Development

• Build a positive, inclusive, and high-performance culture across the Customer Teams
• Coach and mentor team leads and advisors to develop skills, confidence, and ownership.
• Drive continuous improvement through data-led decision making, feedback loops, and agile problem solving.

Skills/Experiences & Qualifications Requirements

• Proven experience in a senior customer experience, CRM, or service leadership role.
• Understanding of aftersales and warranty service.
• Strong leadership skills, with a track record of building high-performing, customer-focused teams.
• Strategic mindset with hands-on ability to drive process improvement and service design.
• Deep customer empathy and a passion for delivering exceptional service.
• Commercial and data-savvy, with experience turning insight into impact.
• Experience with CRM platforms and lifecycle marketing.

Why Join Tredz?

At Tredz, we believe buying a bike should feel as enjoyable as owning one. We are transforming the way cyclists experience our brand from first click to first ride and now’s your chance to help shape that journey.

• You’ll join a passionate, purpose led team where your ideas genuinely make a difference. Whether it’s improving customer service, optimising journeys, or delivering insight that drives change, your work will matter. We’re growing fast, staying true to our values, and building something exciting together.
• We promote a values driven culture where we want our leaders to be the best and we will support them 100% to get there
• Trade Price Discount: Access to bikes, parts, and accessories at unbeatable trade prices (plus VAT)—an amazing perk for anyone who’s passionate about cycling.

Other Benefits:

• 33 days holiday (increasing to 38 days with length of service)
• Hybrid Working
• Up to 50% off Halfords garage bills and discounts across Halfords retail stores
• Discounts on everything from groceries to restaurants, shopping, and insurance
• Family & Friends Discounts
• Cycle to Work Scheme
• Financial Planning Support
• 24/7 GP Access, 364 days a year
• Share Save Scheme with 20% discount on shares
• Health Cash Plan
• Company Sick Pay, Pension and Life Assurance

At Tredz, we believe cycling is for everyone — and so is a great place to work. We’re committed to building an inclusive team that reflects the diversity of our customers and communities. We welcome and encourage applications from people of all backgrounds, cultures, abilities, genders, and identities.

Job Types: Full-time, Permanent

Pay: From £50,000.00 per year

Schedule:

• Monday to Friday

Experience:

• Leadership: 5 years (preferred)
• CRM: 5 years (preferred)
• Senior Customer : 5 years (preferred)

Work Location: Hybrid remote in Swansea SA5 4DL

Application deadline: 30/06/2025

If you wish to apply for this role, please submit an application form to jobs@tredz.co.uk.