Office Experience Lead

About Harry’s Harry’s is a men’s grooming brand that offers high quality shave, body, hair, and skin care products at an exceptional value. Launched in 2013, Harry’s redefined the shaving experience and helped pioneer the earliest era of direct to consumer in the process. Since then, the brand has become the #2 shave brand globally and expanded to offer products for every step in its customer’s routine. Harry’s is also on a mission to ensure guys have access to quality mental health care. To date, the brand has helped connect over 2 million men to quality mental health resources. Harry’s is part of Mammoth Brands, the modern CPG company behind category-leading brands Harry’s, Flamingo, Lume, Mando, and Coterie. Driven by a mission to “Create Things People Like More,”  the company is creating a new model—and home—for brands, founders, and talent looking to solve unmet needs, improve peoples’ lives and ultimately change the status quo. Even as we grow, we take extra care to maintain the small, scrappy, entrepreneurial culture that helped to get us where we are today: a company that people like more, that better serves its customers, employees, and community. Mammoth Brands is committed to making a positive impact and donated over $20 million through our network of nonprofit partners to date.  We build brands that move fast and think big — and we hire people who are curious about AI, willing to experiment with it in their day-to-day work, and excited to accelerate what's possible. We prioritize giving our team the tools, training, and space to build real fluency, so you grow alongside the technology and help shape how we use it.   This is a full-time role with an expectation to work on Saturday or Sunday. Candidates must speak and write in German and English. Must live in the United Kingdom with 3 days required in the Soho London office.     The Team At Harry’s, the Customer Experience Team is the bridge between our brand and the people who use our products. We’re passionate about creating an effortless experience for every customer who reaches out, bringing Harry’s voice to our customers and their voices back to the broader team. By advocating for our customers and fostering a diverse and inclusive environment, we aim to improve the overall Harry’s experience for everyone.   The Role You will ensure all of our customers around the globe have a best-in-class customer experience across multiple channels. As a subject matter expert who can both problem-solve and connect with customers on a human level, you will be part of an empathetic and supportive team where your front-line work is directly connected to the growth and success of Harry’s. You will be an integral part of the team that thrives on surprising and delighting our customer base across the US, Canada, the UK, EU, and beyond.   What you will accomplish: * Deliver personalized, seamless support to all customers across the globe via contact channels, including Phone, Email, SMS, Social Media, and Chat, while maintaining quality and productivity standards according to our success matrix, CXPectations. * Thrive in a fast-paced environment by confidently solving customer challenges and providing outstanding service. * Build lasting relationships through clear, interactive communication that leaves a positive impression. * Master internal tools and processes to efficiently manage customer relationships, maintain organized records, and accurately handle inquiries. * Identify trends, pain points, and opportunities early to deliver a world-class experience and consistently improve our offerings. * Strategize and innovate to enhance service quality, streamline processes, and exceed customer satisfaction goals. * Collaborate with CX Management and cross-functional teams—Engineering, Brand, Trust & Safety, and Supply Chain—to drive key projects that impact the larger business. * Monitor and communicate real-time trends and insights to the CX team and other departments to inform strategy and decision-making. * Foster a positive, dynamic, and team-first culture by actively contributing to projects and supporting your teammates. * Share customer feedback with internal teams to help improve products, policies, and overall experience * Actively participate in team meetings to discuss trends, challenges, and opportunities for improvement * Identify customer trends in real time and communicate with the CX team and other departments * Embody the company’s mission and ensure every customer interaction aligns with our commitment to simplicity, approachability, and exceptional quality.   This should describe you: * Communicate with clarity and confidence across every customer service channel. * Show genuine empathy by stepping into the customer’s shoes and understanding their needs. * Bring top-notch computer skills and a strong technical aptitude to every interaction. * Love e-commerce and enjoy teaching others about exciting, cutting-edge tech. * Build rapport effortlessly, creating instant connections with those you interact with. * Embody a strong work ethic and entrepreneurial mindset, ready to tackle anything that comes your way. * Stay eager to learn, grow, and expand your professional expertise at every opportunity. * Think on your feet, solve problems creatively, and easily adapt to any situation. * Embrace lifelong learning, always striving to improve yourself, your team, and your impact on the world. * Welcome direct, honest, and supportive feedback to drive personal and team success. * Actively seek out ways to support and uplift your teammates, helping everyone around you shine. * Thrive on new challenges, finding excitement in tackling the unknown. * Keep a sense of humor. While you should take the work seriously, never take yourself too seriously!   Here's who you'll work with: * Report directly to the Customer Experience Team Lead and interact frequently with the broader CX Management Team * Work with awesome CX Associates who make every day a fun one. (custom emojis and GIFs are highly encouraged!) * Catered breakfast on Wednesday mornings and team lunch on Tuesdays and Thursdays * Bond over snacks. Every 6 weeks you get to pick where we place on our office pantry order   Benefits and perks * Private medical and comprehensive dental coverage * Pension savings plan with company match * Group Income Protection and Life Assurance benefits * Equity in Mammoth Brands * Generous time off plus 8 paid bank holidays * Wellness and L&D stipends * 4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years * 20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood * Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop * Free products from our family of brands Mammoth Brands is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. Mammoth Brands is an Equal Opportunity Employer, providing equal employment and advancement opportunities to all individuals. We recruit, hire and promote into all job levels the most qualified applicants without regard to race, color, creed, national origin, religion, sex (including pregnancy, childbirth and related medical conditions), parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, domestic violence victim status, arrest/conviction record, sexual or reproductive health decisions, caregiver status, credit history immigration status, unemployment status, traits historically associated with race, including but not limited to hair texture and protective hairstyles or any other status protected under applicable federal, state and local laws. Mammoth Brands' commitment to providing equal employment opportunities extends to all aspects of employment, including job assignment, compensation, discipline and access to benefits and training. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company. If visa sponsorship is required for work authorization, please note that Mammoth Brands in collaboration with immigration counsel will manage and submit all necessary legal filings on behalf of the candidate.

ABOUT WHEELY Wheely is redefining premium transportation across major cities in Europe, the US, and the Middle East. We blend cutting-edge technology with the craft of five-star chauffeuring to deliver an experience trusted by more than 100,000 active riders and 1,200 corporate accounts. We’re a profitable, fast-growing scale-up with $43M raised and over $100M in annual revenue. Having recently launched in New York City, we’re expanding rapidly across the US and EMEA. If you take pride in your craft and want to help shape the next chapter of our growth, we'd love to hear from you. ABOUT THE ROLE The Assistant Training Manager/Lead Trainer will play a key role in elevating service quality across the London chauffeur fleet. As we continue to grow in one of Europe’s most recognisable markets, this role is essential to ensuring every chauffeur consistently delivers Wheely’s service Standards. The position focuses on delivering engaging training to chauffeurs, while managing and adapting learning content to fit the London market. The Assistant Training Manager/Lead Trainer will assess chauffeurs’ performance, provide clear and constructive feedback, and lead effective 1:1 coaching sessions. Acting as the voice of the chauffeur, the Assistant Training Manager/Lead Trainer will also serve as the local expert - supporting chauffeurs, answering questions, and ensuring they have the knowledge and guidance needed to deliver exceptional service. This role offers the opportunity to directly shape service excellence and enhance the overall passenger experience in London. RESPONSIBILITIES * Be responsible for the delivery of training for Wheely chauffeurs in providing a five star luxury customer experience. You will need to be engaging, credible and an exceptional facilitator to embed knowledge & hone the skills of the team. * You will also be responsible for maintaining content & the creation of country specific learning initiatives. * Be the voice of the chauffeur — the subject-matter expert, communicating with chauffeurs, and answer any questions or queries * Assess chauffeurs against Wheely Standards, followed by effectively delivered feedback to improve performance during coaching, 1:1 trainings * Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded. REQUIREMENTS * Passion for engaging facilitation & training others. * 3+ years of experience in a specialised Training role * Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers. * Have in-depth knowledge in MS PowerPoint/ Google Slides. * Desired experience in Articulate 360 suite * Minimum 2+ years of relevant experience in a customer-facing environment, preferably luxury industry * Tenacious in maintaining standards with exceptional attention to detail * Passion for developing others and bringing out the best in people * Exceptional communication skills, both verbal and written. * Passion for luxury vehicles and a knowledge of their specifications is a plus WHAT WE OFFER * Office-based role in West London, four days a week, plus one remote day of your choice * Competitive Salary and quarterly KPI-based bonus * Private medical and dental insurance * Life and critical illness cover * Best-in-class equipment * Monthly credit towards Wheely journeys * Cycle to Work scheme * Professional development stipend All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice