At A Glance

Melissa Le Roux joined Hyde & Hare in 2024 as Customer Success & Social Media Manager for the London-based lifestyle brand. Inspired by the Scandinavian concept of hygge, Hyde & Hare creates sustainable products from natural fibers designed to evoke warmth, comfort, and contentment in the home. Through a strong emphasis on human connection in CX, Melissa is building meaningful, lasting relationships with customers while helping position the brand as a trusted name in quiet luxury.

Who is Melissa?

‍Meet Melissa Le Roux, Customer Success & Social Media Manager at Hyde & Hare!

About Hyde & Hare

‍Hyde & Hare is a British luxury lifestyle brand founded in 2019 by Piers Dickinson, specialising in ethically sourced cowhide bags, accessories, and home furnishings. Based in the Cotswolds, the company creates sustainably made, handcrafted products - including rugs, cushions, and bags - designed for durability and a refined “slow living” aesthetic.

Melissa’s CX Journey

‍Based in South Africa, Melissa Le Roux entered the E-Commerce customer service space in 2021, just as remote work was beginning to gain traction in the region. “It’s really nice to see how the remote culture has taken off in South Africa,” she says. “Because it was not something we were used to at all.” She credits this shift – and the flexibility it offers – with opening up new career opportunities. In October 2024, she joined Hyde & Hare, a British-born lifestyle brand, as Customer Success & Social Media Manager. Reflecting on her growth, she adds, “Over the past few years, I’ve mainly worked in customer service, but I’m gradually taking on more responsibilities and expanding into new roles.”

Hyde & Hare’s Brand Philosophy

‍Hyde & Hare offers home furnishings and accessories crafted from natural fibers, with a strong emphasis on sustainability. “Our entire brand is rooted in the Scandinavian concept of hygge – a feeling of coziness, stillness, and moments of calm,” Melissa explains. From sheepskin rugs to pouffes and pure wool throws, each product is designed to transform the home into a cozy, peaceful sanctuary.

The Team at Hyde & Hare

‍Founded in 2019, Hyde & Hare is a London-based brand powered by a lean internal team that includes the director, content creator, warehouse person, and Melissa, alongside external marketing support. “Even though we are just four people, we try to keep everything balanced and running smoothly,” Melissa notes. 

Melissa’s CX Philosophy and Approach to Hiring

‍Melissa draws from her own career trajectory to shape her CX philosophy and approach to hiring. “When I started in this role, I didn’t have the experience,” she admits. “So I found that everything is teachable.” While hard skills can be developed, she emphasizes that qualities like strong communication and a collaborative mindset are essential from the start.

As a growing brand, Hyde & Hare often finds both seasoned and new team members navigating challenges for the first time—together. “It’s about finding someone who’s the right fit for the team,” Melissa says. “They’re not just looking for a job—they take pride in the brand they represent.” At Hyde & Hare, that shared sense of ownership is key, with everyone working toward the same goal.

Melissa’s CX Training Process

‍Training a new team member begins with reviewing SOPs, core system platforms, and foundational customer service questions. “I’ve found that hands-on training is really effective – we cover basic tasks while emphasizing how important communication within the team is,” Melissa says. When issues arise that weren’t addressed in training, the team flags them so experienced members can incorporate them into future learning materials. “I also focus on identifying areas where someone might still need support, even if it was covered, to make sure they are able to succeed,” she adds.

Hyde & Hare’s Peak Seasons

‍Hyde & Hare’s peak sales periods occur during Black Friday, Cyber Monday, and the holiday season. “We do see a spike during the winter because we do a lot of wool and sheepskins,” Melissa says, noting the natural alignment between their products and colder weather. The brand also experiences increased sales throughout the year during promotional campaigns.

Tech Stack

Gorgias –  “We use Gorgias for our emails and contacts.”
Swap –  “We use Swap for returns.”
Mintsoft – “We use Mintsoft for working with our 3PL.”
Social Media – “Instagram, Facebook, Pinterest – those are the social media platforms that we regularly work on.”

AI and Topics of Interest

Looking Ahead: Hyde & Hare’s Key Goals as a Growing Brand

‍Hyde & Hare is currently focused on improving its ability to more accurately forecast inventory needs for its seasonal products made from sustainable, high-quality natural fibers. “A project that I recently took on is trying to forecast the demand and growth we’ve been seeing. The challenge is that our lead time to order the product and then receive it is quite long—we need to plan four months ahead,” Melissa explains.

As Hyde & Hare continues to grow, the brand aims to further establish itself as a quiet luxury lifestyle label while delivering exceptional customer support. “From how people discover our brand to checking out, post-checkout, and then trying to retain those customers,” Melissa says, highlighting key CX touchpoints. The team uses personalized post-purchase emails as one way to build stronger relationships and foster a sense of community rooted in the concept of hygge in the home. “We’re focused on doing everything possible to make sure we’re giving customers the best experience throughout the whole journey,” Melissa adds.

Melissa’s Thoughts on AI in CX

‍Melissa predicts that the adoption of AI within e-commerce CX strategies will continue to grow. “I definitely think human touch is going to be necessary,” she says, particularly for small, independent brands like Hyde & Hare. She also notes a broader industry conversation around whether the customer is always right. While she acknowledges that CX teams may not always agree, she believes it remains the stance businesses often need to take to make sure customers feel supported and happy. “You may not always agree, but the priority is finding the best outcome for the customer,” she adds.

Looking ahead, the brand remains committed to prioritizing a personal touch in its customer experience approach. “We are small enough to be able to give customers that human aspect,” Melissa emphasizes.

Melissa’s Predictions for the Future of CX

‍Melissa predicts that E-Commerce’s adoption of AI in CX strategies will continue to grow. “I definitely think human touch is going to be necessary,” she says of small, independent brands like Hyde & Hare. She also points out the trend of companies taking the stance that the customer isn’t always right. While this may be true in some cases, Hyde & Hare has no intention of following suit. “Our customers are always right – we keep them happy,” she notes.

Melissa’s Advice to CX Leaders

‍If Melissa could go back and give herself advice when she started in CX, she would say, “don’t take anything personal.” She reminds leaders that customers are not always nice – making exceptions and giving them a desired resolution is worth a good review. “Just keep looking at the bigger picture – sometimes it’s better to give in and move on,” she adds.

‍