Customer Experience Manager
Application deadline 20th March 2026
Job Description: Customer Experience Manager
Position:Customer Experience Manager
Reports to: Founders/Ops Manager
Location: Luna Hut Sauna Café – Beaconsfield Road, Brighton, UK
Job Type: Part-Time, Job Share – 29 hours per week (pro-rated from £30,000 full-time equivalent based on a 40 hr week)
Salary: £21,750 per year (pro-rated from a £30,000 full-time equivalent salary).
Benefits: Free sauna and yoga membership, staff discount on food, and drinks, holiday, pension etc.
Start Date: Monday 30th March 2026
About Luna Hut
Luna Hut runs beachside wood-fired saunas across Sussex, creating spaces for people to slow down, reconnect with nature, and enjoy the health and wellbeing benefits of sauna culture.
We’re a small and growing team running multiple sauna locations along the Sussex coast, alongside a café space in Brighton.
We are looking for a Customer Experience Manager to oversee all customer enquiries and communication across Luna Hut sites, ensuring a smooth, friendly and professional experience for everyone who interacts with Luna Hut.
This role is part of a job share arrangement, working closely with another Customer Experience Manager to provide customer service coverage across the week.
Hours of Work
Each Customer Experience Manager works 29 hours per week.
Standard full working day:
8:00am - 4:30pm
This includes:
8 hours of paid working time
30-minute unpaid lunch break
Shorter shifts do not include a lunch break.
Work Location
This role is primarily based at the Luna Hut Sauna Café in Brighton.
The Customer Experience Manager works from the upstairs office where they are available to:
answer customer phone calls
coordinate with the café and sauna teams
support communication between the office and site teams
Due to the nature of the role, regular on-site presence during working hours is required.
This role is therefore not suitable for remote working.
Although this role is primarily office-based, the Customer Experience Manager is part of the wider Luna Hut team working from the café site. Having a team member present in the building helps support day-to-day operations, communication between teams, and the smooth running of the site. From time to time, this may include assisting with small operational queries in the cafe or helping directly customers where needed.
Weekly Working Pattern
Customer Experience Manager A
Sunday - 8:00am - 4:30pm
Monday - 8:00am - 4:30pm
Tuesday - 8:00am - 4:30pm
Wednesday - 8:00am - 1:00pm
Total weekly paid hours: 29
Customer Experience Manager B
Wednesday - 11:30pm - 4:30pm
Thursday - 8:00am - 4:30pm
Friday - 8:00am - 4:30pm
Saturday - 8:00am - 4:30pm
Total weekly paid hours: 29
Working Pattern & Flexibility
The working pattern outlined above forms part of the job share structure and is designed to ensure consistent customer service coverage across the week.
While reasonable adjustments can be discussed where appropriate, applicants should expect to work the scheduled days and hours outlined in this role description.
Wednesday Handover
Both Customer Experience Managers work on Wednesday to allow for a structured handover.
Customer Experience Manager A works 9:00am - 2:00pm.
Customer Experience Manager B works 12:30pm - 5:30pm.
This provides a 90-minute overlap (12:30pm - 2:00pm) for handover of enquiries, booking updates and ongoing issues.
Both Customer Experience Managers are responsible for ensuring that all enquiries and ongoing issues are fully handed over before the end of their shift.
Role Overview
The Customer Experience Manager is responsible for managing customer enquiries, booking systems and day-to-day communication with guests across all Luna Hut locations.
This role plays a key part in ensuring a smooth and professional customer experience from the first enquiry through to post-visit communication.
Working as part of a job share arrangement, the two Customer Experience Managers collaborate closely to maintain continuity of communication, ensure enquiries are handled promptly, and support the smooth running of customer operations across the business.
Key Responsibilities
Customer Service & Communication
Respond to customer enquiries via email, phone and social media messages in a friendly and professional manner
Maintain a consistently high standard of customer communication
Resolve customer issues wherever possible
Make sensible decisions to resolve customer issues in a fair and practical way
Manage non-standard enquiries such as collaborations, events, PR requests and charity requests
Ensure all customer communication channels are monitored during working hours
Booking Management
Manage the booking system and respond to booking enquiries
Assist customers with booking changes, cancellations and general booking support
Ensure booking information is accurate across all customer platforms
Manage booking feeds within Momence and Periode
Liaise with site teams when required to resolve booking issues or operational queries
Support staff with booking queries via WhatsApp when needed
Customer Experience
Ensure a smooth customer journey from enquiry through to post-visit communication
Monitor customer feedback and identify recurring issues or improvements
Share insights with management to help improve customer experience across sites
Website & Customer Information
Update customer-facing information when required, including:
booking availability
FAQs
terms and conditions
customer information
Ensuring all customer-facing information remains accurate and up to date.
Customer Communications & Marketing Support
Respond to customer enquiries on social media platforms
Post approved social media content once signed off by management
Prepare the monthly customer newsletter and send once approved by management
Administrative Support
Provide general administrative support related to customer operations
Assist with coordination of larger bookings or event enquiries
Send materials to print, pick up and organise distribution to sites
Support operational administration where required
Participate in the Emergency Contact Rota (two shifts per week)
Run online booking system training for staff
What We're Looking For
Excellent written communication skills and attention to detail
Friendly, calm and professional approach to customer service
Strong organisational skills and ability to manage multiple tasks at once
Confidence working independently and solving problems
Comfortable using booking systems and online platforms
Experience in customer service, hospitality, administration or operations
Why Work With Us
Supportive working environment
Work closely with a small and friendly team
Opportunity to shape the customer experience of a unique coastal brand
Be part of a growing coastal wellbeing brand with multiple locations across Sussex
Job variety - No two days are the same
How to Apply
Please send:
a short cover email introducing yourself
your CV
to founder@lunahutsauna.co.uk
In your email subject line, please include the words “Customer Experience Manager Application”.
In your cover email, please briefly tell us why the role interests you and any experience you have managing customer enquiries or booking systems.