Senior Remote Customer Experience Manager – Strategic Leadership, SLA Oversight & Travel to Northumberland

About arenaflex

arenaflex is a fast‑growing, design‑focused online home‑goods brand that was launched in 2012 with a bold mission: to create distinctive, timeless pieces that inspire a lifelong love of the home. By designing every product in‑house and leveraging a data‑driven new‑product development (NPD) process, arenaflex can spot emerging trends, test them quickly on its proprietary platform, and bring them to market at prices that are both competitive and accessible. The company’s innovative business model eliminates costly brick‑and‑mortar overhead, allowing it to reinvest savings into design, technology, and the customer experience.

Through strategic collaborations with leading retailers—most recently with arenaflex—arenaflex has expanded its market reach and secured a significant share in the online home‑decor space. The brand’s commitment to sustainability, design excellence, and customer obsession fuels a culture of continuous improvement and bold experimentation. As a remote‑first organization with a lean team of 30, arenaflex values agility, collaboration, and the ability to make a tangible impact on the business.

Role Overview

arenaflex is seeking a dynamic, results‑oriented Senior Remote Customer Experience Manager to serve as the primary liaison between the third‑party contact centre in Gateshead (Newcastle) and the core business. This role is pivotal in ensuring that every customer interaction reflects arenaflex’s high‑standard of service excellence. You will own the optimisation of systems, processes, and performance metrics that drive superior customer support, while also leading initiatives that enhance the overall customer proposition.

The position is fully remote, but it requires regular travel to Northumberland for in‑person workshops, planning sessions, and collaborative projects. You will work closely with senior leadership, the outsourced service team, and internal stakeholders to define, implement, and continuously improve best‑in‑class customer experiences.

Key Responsibilities

• Strategic Partnership: Collaborate with the senior leadership team to design and refine a customer experience strategy that aligns with arenaflex’s brand values and growth objectives.
• Outsourced Team Management: Oversee the third‑party contact centre, ensuring adherence to Service Level Agreements (SLAs) and driving accountability across all performance metrics.
• Resource Planning: Forecast and allocate resources effectively to meet agreed‑upon service levels, balancing workload, staffing, and technology needs.
• Escalation Handling: Resolve complex, high‑impact customer issues that require senior‑level intervention, maintaining a calm and solution‑focused approach.
• Performance Reporting: Produce weekly and monthly dashboards that highlight contact centre performance, trends, and opportunities for improvement.
• Customer Proposition Enhancement: Lead cross‑functional initiatives to refine the post‑purchase experience, loyalty programmes, and overall value proposition.
• Tool Optimisation: Identify, evaluate, and implement enhancements to contact‑centre technology platforms, ensuring they support efficient and effective service delivery.
• Training & Development: Design and deliver training programmes that elevate the skill set of care agents, fostering a culture of continuous learning.
• Data‑Driven Decision Making: Leverage analytics to uncover performance gaps, develop actionable insights, and drive strategic improvements.
• Change Management: Act as a persuasive communicator and influencer, guiding stakeholders through change initiatives while preserving buy‑in and relationships.
• Autonomous Execution: Operate independently in a fast‑paced environment, prioritising tasks, managing deadlines, and delivering results without constant supervision.

Essential Qualifications

• Minimum 5 years of experience in customer service management, preferably within an e‑commerce or online retail environment.
• Proven track record of managing outsourced contact‑centre teams and delivering against SLA commitments.
• Demonstrated ability to handle high‑complexity escalations and turn challenging situations into positive outcomes.
• Strong analytical skills with experience using data visualisation tools (e.g., Tableau, Power BI) to inform strategy.
• Excellent written and verbal communication skills, with the ability to influence senior stakeholders.
• Self‑starter mentality; comfortable working remotely while maintaining high visibility and collaboration across dispersed teams.
• Willingness and ability to travel regularly to Northumberland for workshops and on‑site collaboration.

Preferred Qualifications

• Experience in the home‑goods or interior‑design sector, understanding of product lifecycles and design‑driven business models.
• Familiarity with CRM platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Certification in project management (e.g., PRINCE2, PMP) or change management (e.g., Prosci).
• Background in lean or Six Sigma methodologies for process optimisation.
• Multilingual abilities, particularly in languages spoken across the UK market.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire, coach, and develop remote teams while maintaining a clear vision.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
• Analytical Acumen: Proficiency in interpreting data trends, KPI dashboards, and translating insights into actionable plans.
• Process Optimisation: Expertise in mapping, analysing, and redesigning workflows for efficiency and scalability.
• Technology Savvy: Comfortable evaluating and implementing new tools that enhance contact‑centre performance.
• Communication Excellence: Clear, concise, and persuasive communication style, both written and spoken.
• Resilience & Adaptability: Ability to thrive in a fast‑moving, resource‑constrained environment while staying calm under pressure.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a senior manager, you will have access to:

• Mentorship from the executive leadership team, including direct interaction with the CEO and Chief Operations Officer.
• Annual professional development budget to pursue certifications, conferences, or specialised training.
• Opportunities to lead cross‑functional projects that broaden your exposure to product development, marketing, and logistics.
• Regular internal knowledge‑sharing sessions, workshops, and “innovation days” where you can pitch new ideas.
• A clear promotion pathway toward Head of Customer Operations or Director‑level roles as the business scales.

Culture & Work Environment

arenaflex’s culture is built on ambition, collaboration, and a shared love for design. The company operates on a remote‑first model, giving employees flexibility to work from anywhere while fostering a sense of community through:

• Quarterly in‑person meet‑ups in London, co‑working spaces, or scenic locations across the UK.
• Monthly virtual “coffee chats” that connect team members across departments.
• A lean, flat organisational structure that encourages every voice to be heard.
• Regular “hack‑athon” style events where teams experiment with new tools, processes, or customer‑centric ideas.
• Transparent communication channels, including weekly all‑hands updates and open‑door policies with senior leaders.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Competitive Salary: Market‑aligned base pay with annual performance reviews.
• Equity & Profit Sharing: Share‑options programme and profit‑share scheme to align your success with the company’s growth.
• Wellbeing Allowance: Budget for health, fitness, or mental‑wellness activities.
• Pension Scheme: Employer‑matched contributions to support long‑term financial security.
• Private Medical Cover: Comprehensive health insurance for you and your immediate family.
• Generous Holiday Entitlement: 27 days of paid leave, increasing to 30 days with tenure, plus four months of summer hours ending at 1 PM on Fridays.
• Remote Working Flexibility: Fully remote role with a home‑office stipend and occasional co‑working space access.
• Employee Discounts: 20 % discount on arenaflex products for you, friends, and family.
• Anniversary Rewards: Free furniture piece on each work anniversary as a token of appreciation.
• Social & Community Events: Regular virtual socials, in‑person workshops, and team‑building activities.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a high‑velocity environment, and are eager to shape the future of a design‑led online brand, we want to hear from you. Please submit your application through the link below. Our recruitment team will review your credentials and reach out promptly to discuss the next steps.

Apply Job!

Join arenaflex Today

At arenaflex, you’ll be part of a visionary team that values creativity, data‑driven decision making, and relentless customer focus. Your expertise will directly influence how thousands of households experience design, comfort, and quality. Take the next step in your career and help us build the future of home‑goods—one exceptional customer interaction at a time.