Customer Experience Executive

EvolveYou was co-founded in 2019 by personal trainer Krissy Cela and fitness entrepreneur Jack Bullimore, with a dream of creating a global fitness community that would help women build strength and confidence from the inside out.

‍Learning from her own experiences, Krissy realised that both the gym, and fitness generally, can be intimidating for women who are starting out. She made it her goal to change that for the better. By fusing fitness and technology to create a platform that would expertly guide its users on their fitness journey, EvolveYou was born!

‍The EvolveYou community grew quickly and has become central to everything we do. It’s fuelled by women supporting each other to feel fitter and more confident, because how you feel matters.

ABOUT EVOLVEYOU

At EvolveYou, we have a deep-rooted passion for fresh, inspirational content that encourages healthy lifestyles. Our brand has social media at its heart, and we are passionate about constantly inspiring our ever-growing community. With a rapidly expanding customer base and growing multidisciplinary in-house team, this role has plenty of development opportunities and scope to grow with the company.

We are on a mission: to educate all women about how simple fitness can be, make them believe fitness is not about quickfix but about longevity and well-being. But to also become and be the biggest and best female fitness app in the world in helping women build confidence, evolve their mental and physical wellbeing through movement, resilience and consistency. 

We are a fitness & nutrition app and we're here to keep our growing community accountable and give them the tools to incorporate fitness and nutrition into their everyday life, in a simple and enjoyable way. 

We believe fitness should be accessible to anyone, at any time and from anywhere. We strive to build the most affordable, innovative and easy-to-use fitness app, while acknowledging everyone's abilities, goals and preference. 

Want to be part of it? 

We have an exciting opportunity for an entry level role as our Customer Experience Executive to be part of our Customer Experience team, and join our customer experience team to support our growing community! This role is based in our London office (hybrid working)

WHAT YOU’LL BE DOING

• Being the first point of contact for our community on a daily basis.
• Delivering exceptional and memorable customer experience across all customer channels.
• Giving feedback on the customer voice to senior stakeholders within the department. 
• Collating inspirational stories from community members
• Working with key stakeholders within the business to ensure that the community is provided with the correct education and identify the areas of opportunity. 
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Engaging with community members across multiple channels including Email, Social Media, App Reviews, Forum and Live Chat to help them achieve their goals along their journey.
• Meet and exceed business and department SLA’s (service level agreements).
• Analysing and reporting key customer trends within the Community Experience team.
• Going above and beyond for the community and liaising with key stakeholders to resolve member queries.
• Supporting other CX stakeholders with other additional tasks where necessary to ensure our community receives best in class service.

Working days: Five days per week hours will vary between (8am- 7:30pm) which will include one weekend day.

YOU SHOULD APPLY IF YOU:

• Have experience in end to end customer experience. 
• Are passionate and interested in customer experience and customer satisfaction.
• Highly motivated on responding and resolving multiple customer queries. .
• Are an empathetic and excellent communicator who has a customer-centric mindset and always puts the customer first.
• Are comfortable working with data and in an analytical manner, especially around behavioural metrics and engagement driven business models.
• Have experience with Zendesk although this is not essential.

Please note, due to the nature of the position this role will include weekend and bank holiday work.

• 💸 A competitive salary that fairly recognises your experience + Bonus Scheme based on performance
• 🌴 25 days annual leave + 8 public holidays (pro-rata for this role)
• 📅 Flexible work environment - Hybrid working, Work From Anywhere allowance 
• 🍼 Enhanced parental planning
• 🙏 Wellbeing budget
• 📚 Learning & Development budget
• 📕 Company library
• 👀 Regular Company Socials organised by our in-house Balance team
• 🍏 Healthy snacks, fruits and breakfast available in our office kitchen 
• 💧 Free EvolveYou Membership, so you can also incorporate fitness and nutrition into your life!
• 🚴‍♀️ Cycle to work scheme
• 👗 Discounted Oner Active activewear
• 🚀 Start-Up culture: the chance to make a real impact, to learn a lot and to work in a fast-paced environment.
• 🐶 Pet Friendly (we have office dogs!)

EvolveYou  is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.