Head of Consumer Experience & Care

Pacific Coast Marine Windshields; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A consumer goods company in London seeks a Head of Consumer Care to lead a team focused on enhancing the customer journey. This strategic role involves developing engaging consumer care strategies, overseeing operations, and driving service delivery improvements. Ideal candidates must possess strong leadership skills, a data-driven mindset, and the ability to influence cross-functional teams. This position supports a hybrid work model and offers competitive benefits including a salary, bonuses, and a pension contribution.

Benefits

Competitive salary

Company performance-related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

External private employee wellbeing support

Team recognition scheme

Training and development

Qualifications

• Proven experience in leading consumer care or customer experience functions.
• Strong understanding of customer journey design and proactive engagement.
• Ability to mentor and develop a team.

Responsibilities

• Develop and implement a consumer care strategy.
• Lead and inspire the Consumer Care team.
• Oversee day‑to‑day operations across multiple channels.
• Identify pain points and implement solutions.
• Monitor and analyse consumer care data.

Skills

Leadership

Customer experience strategy

Data analysis

Communication

Problem-solving

Tools

Zendesk

Job description

A consumer goods company in London seeks a Head of Consumer Care to lead a team focused on enhancing the customer journey. This strategic role involves developing engaging consumer care strategies, overseeing operations, and driving service delivery improvements. Ideal candidates must possess strong leadership skills, a data-driven mindset, and the ability to influence cross-functional teams. This position supports a hybrid work model and offers competitive benefits including a salary, bonuses, and a pension contribution.