About usFood waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Shanghai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on <a href="https://blog.winnowsolutions.com/winnow-is-automating-food-waste-management-with-ai">our website</a> and <a href="https://www.forbes.com/sites/danagunders/2019/03/22/meet-the-smartest-trash-bin-yet/">this article in Forbes.</a>Other recent accolades saw Winnow awarded a winner of Impact 50's most impactful companies to work for. You can read more about it <a href="https://blog.winnowsolutions.com/winnow-named-an-impact-fifty-winner">here</a>.We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term. Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial. People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience. Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food. Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey. People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.About the Role As Winnow continues to evolve and scale, strengthening our operational backbone is more vital than ever. We are embarking on a refresh of our Customer Journey to ensure our clients receive best-in-class onboarding, support, and long-term value from our services. This refresh will also improve the Customer Success experience - refining and streamlining processes for more efficiency and more time to deliver value to our customers. To support this transformation, we are seeking a Customer Experience Improvement Manager to lead the implementation of strategic improvement initiatives within our Global Customer Success function. This role is designed to create more efficient, impactful, and self-service-oriented experiences for both our clients and internal teams. Reporting directly to the Operations Change Lead, the Customer Experience Improvement Manager will work cross-functionally with Customer Success, Product, Marketing, Support and the Global Operations teams to drive meaningful change. This is a full-time, 12 month position, ideally starting in September 2025 and is key to shaping how we scale our operations to support continued growth and client success. Key Objectives Drive Operational Excellence and Transformation <ul><li>Delivery and embedding of the Customer Journey Refresh Operations initiatives. Initiatives are likely to include: </li></ul><ul><ul><li>Improving internal and external product understanding through better documentation, training and communication. </li></ul></ul><ul> <ul> <li>Creating scalable training materials to support both clients and internal teams in a self-service model. </li> <li>Delivering improvements across key customer journey touchpoints including onboarding, training, coaching calls and account reviews. </li> <li>Establishing, documenting and embedding standard operating procedures and frameworks to capture, share, and embed best practices across geographies and customer segments. </li> <li>Improving the structure and effectiveness of coaching calls, embedding best practices and supporting CSMs to drive more strategic, insightful conversations with clients. </li> <li>Ensuring documentation is continuously updated, accessible, and used across the CS organisation to drive consistency and clarity. </li> <li>Identifying opportunities for automation or tooling to reduce manual effort and enhance client engagement across the lifecycle. </li> <li>Creating a framework and supporting the Customer Success team to deliver webinars and knowledge-sharing sessions to proactively support and engage our client base. </li> </ul> <li>Helping define and manage success metrics and dashboards to monitor the impact of operational changes. </li> <li>Working with the Operations Change Lead to communicate overall progress of the Customer Journey project and ensure initiatives are successfully embedded across the organisation. This includes close coordination with the new Technical Support Product Owner to align on delivery timelines and ensure their initiatives are communicated and integrated effectively.</li> </ul>Team Collaboration and Influence <ul> <li>Acting as a champion for operational improvement and change within the Global CS team. </li> <li>Fostering strong working relationships with regional CS teams to understand challenges and pilot scalable solutions. </li> <li>Liaising with the Product and Engineering teams to flag process pain points and influence roadmap priorities where relevant. </li> </ul>Other BAU tasks <ul><li>Assisting with other BAU tasks, including coordinating with the co-founder for the Quarterly Company calls, the Quarterly management meetings, Quarterly Objectives &amp; Key Results process, and initiative updates. </li></ul>RequirementsProfile - Must-have <ul> <li>Proven experience in Customer Success, Operations, or Project Management roles within a fast-paced, scaling organisation—SaaS experience preferred. </li> <li>Experience managing multiple complex concurrent projects / implementations, coordinating across cross-functional teams. </li> <li>Hands-on experience implementing and embedding operational improvements. </li> <li>Strong understanding of Customer Success principles, the client journey lifecycle, CS tooling, and process design principles. </li> <li>Advocates strongly for the customer and champions the Customer Success perspective in project delivery and planning. </li> <li>Excellent communication skills, with the ability to simplify complexity and gain alignment across diverse teams. </li> <li>Comfortable working in ambiguity and shifting priorities, with a strong drive for structure, efficiency, and measurable impact. </li> <li>Highly process-oriented with excellent attention to detail. </li> <li>Strong ability to work independently, managing priorities and workload effectively; taking initiative and proactively exploring solutions. </li> <li>Passionate about driving meaningful operational change within the Customer Success function. </li> <li>Willingness and flexibility to engage with global CS, product, marketing, and operations teams during their working hours. This may involve adjusting working patterns to accommodate collaboration across time zones. </li> </ul>Bonus <ul> <li>Experience driving cross functional change (e.g. working with Product, Tech, Support &amp; Marketing) </li> <li>Consulting background evidencing the ability to hit the ground running and deliver results quickly </li> <li>Proven ability to create high-quality training collateral and documentation </li> <li>Experience delivering internal training sessions or enablement content </li> <li>Familiarity with CS platforms such as Planhat </li> </ul>Personal attributes<ul> <li>You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team and with limited supervision </li> <li>You are persuasive and personable and find building relationships with your customers enjoyable </li> <li>You are able to organise self, including effective scheduling, prioritisation and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines </li> <li>You understand how to manage change and are happy to get your hands dirty </li> </ul>Our shared attributes<ul> <li>You are both passionate and measured. You carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term</li> <li>You are transparent in approach and enjoy healthy, respectful debate. You work hard to build open and honest collaborative relationships</li> <li>You get things done and seek to continually improve. Your customers want you on their team</li> <li>You are passionate about the value of food and are committed to the fight against food waste</li> <li>You are humble in approach and quick to pitch in if you see someone struggling</li> </ul>Benefits<ul> <li>Competitive base salary</li> <li>Company stock options package</li> <li>Matching pension scheme</li> <li>2 Wellness hours per month plus a £48 gross monthly wellness allowance</li> <li>25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave</li> <li>Company part-funded private health insurance and eyecare allowance </li> <li>Life insurance (3 times base salary)</li> <li>Employee Assistance Programme - 24/7 helpline for your wellbeing</li> <li>Learning and development allowance of £300 annually</li> <li>Cycle to work scheme</li> <li>Hybrid way of working - we’re all in the office on Tuesdays and Thursdays</li> <li>Company provided breakfast &amp; snacks on office days</li> <li>Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then</li> <li>Great office space in central London and a great working environment</li> <li>You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste</li> <li>Committed team members with broad experience who share a common passion to build a world class business</li> </ul>

Kitchens using Winnow know exactly what they're putting in their bins. At Winnow, we help the food service and hospitality industry cut down on food waste by making the kitchen smarter.With <a href="https://www.winnowsolutions.com/vision?hsLang=en" rel="noopener noreferrer" target="_blank">Winnow Vision</a>, our AI-enabled tool, kitchens can automatically track food waste. Winnow Vision uses computer vision to help chefs easily pinpoint waste, cut costs and save time. The system takes photos of wasted food as it's thrown away and, using the images, the machine trains itself to recognise what has been thrown in the bin. This means that, over time, food will be thrown in the bin and the data will be captured automatically. This increases data accuracy and ease of use.Simple and intuitive to use, the <a href="https://www.winnowsolutions.com/en/product?hsLang=en" rel="noopener noreferrer" target="_blank">Winnow Waste Monitor</a> comprises a digital scale and a connected tablet. Using any bin, team members throw food away in the usual way. The weight is recorded and then the user selects the reason and identifies the item/dish using the tablet.

Customer Experience Improvement Manager - 12 month fixed term contract

About usFood waste is a $1 trillion problem – costing the world over 1% of global GDP. We’re dead set on solving the problem and looking for people to help us achieve our mission. We, at Winnow, believe that food is far too valuable to waste, and that technology can transform the way we produce food. Our team is made of people who all share a passion for food and technology.Winnow was founded in London in 2013 to help the hospitality industry prevent food waste through internet of things tools in the kitchen. We have worked with hundreds of sites and are operating in over 70 countries around the world supported by our offices in London, Dubai, Shanghai, Singapore, Romania and North America. We are a rapidly growing company with a strong base of clients who are rolling out our system globally. We have blue-chip customers including Accor Hotels, IKEA, IHG, Marriott, Compass Group and many others.Winnow’s clients on average reduce waste by over 50% by value and sustain savings. Winnow has now worked with hundreds of sites to reduce food waste, including hotels, universities and schools, staff restaurants, event/hospitality kitchens, buffets, pubs, and high street restaurants. Where the system is permanently adopted, pre-consumer waste value is reduced by 50% - 70% with no detrimental impact to the perceived quality or value of the offer to their customers. This represents a typical improvement of food cost savings of 3% to 8%, commonly a 40%+ increase in profitability for operations.As the global leader in addressing food waste, we are committed to continue pushing the envelope on what technology can do to solve this problem. Winnow Vision, our new artificial intelligence-based technology, is trained to automatically track all food waste thrown away. It has won awards at the World Economic Forum and has received tremendous enthusiasm from our clients and the industry. You can read more about it on <a href="https://blog.winnowsolutions.com/winnow-is-automating-food-waste-management-with-ai">our website</a> and <a href="https://www.forbes.com/sites/danagunders/2019/03/22/meet-the-smartest-trash-bin-yet/">this article in Forbes.</a>Other recent accolades saw Winnow awarded a winner of Impact 50's most impactful companies to work for. You can read more about it <a href="https://blog.winnowsolutions.com/winnow-named-an-impact-fifty-winner">here</a>.We are passionate about living our values and place them at the centre of everything we do. We are excited about like minded talent who share these values, joining us in our mission:Equal parts head and heart. We’re both passionate and measured. We carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term. Bravely honest. With each other, that means we’re a transparent organisation where healthy, respectful debate is encouraged. With our customers, we challenge them if we don’t think they’re achieving their goals, whether they be environmental or financial. People of action. Done is better than perfect, and we learn by boldly doing then rapidly improving. We’re breaking new ground, so we know things might go wrong. But we judge ourselves and each other on our reaction and our resilience. Bound by food. We’re a diverse bunch, but our belief in the value of food is the common thread in everything we do. With each other, we celebrate through our love and respect for food. With our customers, it means we work hard to develop creative tools to make it easy for chefs to value food. Hungry and humble. Our product is revolutionary, our people are impressive, and we’re hungry for change. But, we’re just the catalyst for a bigger movement. We stay humble regardless of our success, and make chefs the heroes in this journey. People and planet positive. We’re caretakers of the planet, helping to preserve and support it for now and the future. Our work already minimises the impact that the hospitality industry has on the planet, and we’re also committed to actively reducing our own footprint while doing so. We’re leaving the planet and its people better off than we found them.This is an opportunity to join an exciting organisation and help us propel our growth at what are truly the most exciting and dynamic points in time in our business. You will work alongside a driven team who are motivated by building an exciting business and leaving the world a better place than we found it.About the Role&nbsp;As Winnow continues to evolve and scale, strengthening our operational backbone is more vital than ever. We are embarking on a refresh of our Customer Journey to ensure our clients receive best-in-class onboarding, support, and long-term value from our services. This refresh will also improve the Customer Success experience - refining and streamlining processes for more efficiency and more time to deliver value to our customers.&nbsp;To support this transformation, we are seeking a Customer Experience Improvement Manager to lead the implementation of strategic improvement initiatives within our Global Customer Success function. This role is designed to create more efficient, impactful, and self-service-oriented experiences for both our clients and internal teams.&nbsp;Reporting directly to the Operations Change Lead, the Customer Experience Improvement Manager will work cross-functionally with Customer Success, Product, Marketing, Support and the Global Operations teams to drive meaningful change. This is a full-time, 12 month position, ideally starting in September 2025 and is key to shaping how we scale our operations to support continued growth and client success.&nbsp;Key Objectives&nbsp;Drive Operational Excellence and Transformation&nbsp;<ul><li>Delivery and embedding of the Customer Journey Refresh Operations initiatives. Initiatives are likely to include: </li></ul><ul><ul><li>Improving internal and external product understanding through better documentation, training and communication.&nbsp;</li></ul></ul><ul> <ul> <li>Creating scalable training materials to support both clients and internal teams in a self-service model.&nbsp;</li> <li>Delivering improvements across key customer journey touchpoints including onboarding, training, coaching calls and account reviews.&nbsp;</li> <li>Establishing, documenting and embedding standard operating procedures and frameworks to capture, share, and embed best practices across geographies and customer segments.&nbsp;</li> <li>Improving the structure and effectiveness of coaching calls, embedding best practices and supporting CSMs to drive more strategic, insightful conversations with clients.&nbsp;</li> <li>Ensuring documentation is continuously updated, accessible, and used across the CS organisation to drive consistency and clarity.&nbsp;</li> <li>Identifying opportunities for automation or tooling to reduce manual effort and enhance client engagement across the lifecycle.&nbsp;</li> <li>Creating a framework and supporting the Customer Success team to deliver webinars and knowledge-sharing sessions to proactively support and engage our client base.&nbsp;</li> </ul> <li>Helping define and manage success metrics and dashboards to monitor the impact of operational changes.&nbsp;</li> <li>Working with the Operations Change Lead to communicate overall progress of the Customer Journey project and ensure initiatives are successfully embedded across the organisation. This includes close coordination with the new Technical Support Product Owner to align on delivery timelines and ensure their initiatives are communicated and integrated effectively.</li> </ul>Team Collaboration and Influence&nbsp;<ul> <li>Acting as a champion for operational improvement and change within the Global CS team.&nbsp;</li> <li>Fostering strong working relationships with regional CS teams to understand challenges and pilot scalable solutions.&nbsp;</li> <li>Liaising with the Product and Engineering teams to flag process pain points and influence roadmap priorities where relevant.&nbsp;</li> </ul>Other BAU tasks&nbsp;<ul><li>Assisting with other BAU tasks, including coordinating with the co-founder for the Quarterly Company calls, the Quarterly management meetings, Quarterly Objectives &amp; Key Results process, and initiative updates.&nbsp;</li></ul>RequirementsProfile - Must-have&nbsp;<ul> <li>Proven experience in Customer Success, Operations, or Project Management roles within a fast-paced, scaling organisation—SaaS experience preferred.&nbsp;</li> <li>Experience managing multiple complex concurrent projects / implementations, coordinating across cross-functional teams.&nbsp;</li> <li>Hands-on experience implementing and embedding operational improvements.&nbsp;</li> <li>Strong understanding of Customer Success principles, the client journey lifecycle, CS tooling, and process design principles.&nbsp;</li> <li>Advocates strongly for the customer and champions the Customer Success perspective in project delivery and planning.&nbsp;</li> <li>Excellent communication skills, with the ability to simplify complexity and gain alignment across diverse teams.&nbsp;</li> <li>Comfortable working in ambiguity and shifting priorities, with a strong drive for structure, efficiency, and measurable impact.&nbsp;</li> <li>Highly process-oriented with excellent attention to detail.&nbsp;</li> <li>Strong ability to work independently, managing priorities and workload effectively; taking initiative and proactively exploring solutions.&nbsp;</li> <li>Passionate about driving meaningful operational change within the Customer Success function.&nbsp;</li> <li>Willingness and flexibility to engage with global CS, product, marketing, and operations teams during their working hours. This may involve adjusting working patterns to accommodate collaboration across time zones.&nbsp;</li> </ul>Bonus&nbsp;<ul> <li>Experience driving cross functional change (e.g. working with Product, Tech, Support &amp; Marketing)&nbsp;</li> <li>Consulting background evidencing the ability to hit the ground running and deliver results quickly&nbsp;</li> <li>Proven ability to create high-quality training collateral and documentation&nbsp;</li> <li>Experience delivering internal training sessions or enablement content&nbsp;</li> <li>Familiarity with CS platforms such as Planhat&nbsp;</li> </ul>Personal attributes<ul> <li>You are comfortable taking ownership and accountability for your work whilst working effectively as part of a larger team and with limited supervision </li> <li>You are persuasive and personable and find building relationships with your customers enjoyable </li> <li>You are able to organise self, including effective scheduling, prioritisation and time management skills, managing multiple tasks in parallel and completing tasks to tight deadlines </li> <li>You understand how to manage change and are happy to get your hands dirty </li> </ul>Our shared attributes<ul> <li>You are both passionate and measured. You carefully balance the need for quick solutions and pragmatism with the ability to step back, take in the bigger picture and build for the long term</li> <li>You are transparent in approach and enjoy healthy, respectful debate. You work hard to build open and honest collaborative relationships</li> <li>You get things done and seek to continually improve. Your customers want you on their team</li> <li>You are passionate about the value of food and are committed to the fight against food waste</li> <li>You are humble in approach and quick to pitch in if you see someone struggling</li> </ul>Benefits<ul> <li>Competitive base salary</li> <li>Company stock options package</li> <li>Matching pension scheme</li> <li>2 Wellness hours per month plus a £48 gross monthly wellness allowance</li> <li>25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave</li> <li>Company part-funded private health insurance and eyecare allowance&nbsp;</li> <li>Life insurance (3 times base salary)</li> <li>Employee Assistance Programme - 24/7 helpline for your wellbeing</li> <li>Learning and development allowance of £300 annually</li> <li>Cycle to work scheme</li> <li>Hybrid way of working - we’re all in the office on Tuesdays and Thursdays</li> <li>Company provided breakfast &amp; snacks on office days</li> <li>Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then</li> <li>Great office space in central London and a great working environment</li> <li>You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste</li> <li>Committed team members with broad experience who share a common passion to build a world class business</li> </ul>

Customer Experience Improvement Manager - 12 month fixed term contract

About the Job

About the Company

Winnow

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