Head of Customer Care & Experience

Interior Goods Direct Limited; Huddersfield; On-site; GBP 50,000 - 70,000; Full time

Job summary

Interior Goods Direct Limited seeks a Customer Care Manager to lead a 20+ strong team at our Huddersfield offices. You will champion a customer-centric strategy, optimize processes, and drive service excellence across all touchpoints.

Reporting to the Commercial Director, you will align care initiatives with business goals and guide cross-functional collaboration to deliver superior customer journeys. You will develop dashboards, monitor KPIs, and implement innovations including AI/automation to

Qualifications

• Senior leadership experience in B2C customer care.
• Proven ability to lead large teams (>20 FTE).
• Strong CRM and data analysis capabilities.

Responsibilities

• Lead and shape the Customer Care department with a customer-centric vision.
• Oversee day-to-day operations, KPIs, and SLAs for customer care.
• Recruit, train, and retain a high-performing team and manage budget.

Skills

Senior leadership

Customer care leadership

CRM platforms

Data analysis

Cross-functional collaboration

Tools

CRM systems

Job description

Interior Goods Direct Limited seeks a Customer Care Manager to lead a 20+ strong team at our Huddersfield offices. You will champion a customer-centric strategy, optimize processes, and drive service excellence across all touchpoints.

Reporting to the Commercial Director, you will align care initiatives with business goals and guide cross-functional collaboration to deliver superior customer journeys. You will develop dashboards, monitor KPIs, and implement innovations including AI/automation to