Head of Customer Experience

Harper Evans Recruitment; England; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A dynamic customer-focused company in Hampshire is looking for a Customer Experience leader to drive customer satisfaction and team performance. This role involves leading customer service teams, enhancing processes, and collaborating closely with other departments. The ideal candidate will have significant experience in customer experience and the ability to connect data-driven decision-making with genuine customer care. Salary expectation is between £80,000 and £100,000 per year.

Qualifications

• Solid senior leadership experience in customer experience.
• Experience in a direct-to-consumer market.
• Ability to balance commercial goals with customer care.

Responsibilities

• Lead customer service teams in a DTC setting.
• Enhance processes, KPIs, and policies.
• Create seamless experiences across all channels.
• Collaborate with leadership, logistics, marketing, and product design.

Skills

Leadership in customer experience

Commercial acumen

Data-driven decision making

Customer relationship management

Job description

You're already a Customer Experience leader and you know what great looks like. You're passionate about creating brilliant experiences at every interaction, and you're good at it.

But maybe you're ready for something different. A place where you're not just another layer in a corporate structure, but where your decisions shape the business. Where you can see the direct impact of your work, not just in dashboards, but in real growth and real customer relationships.

What you'll be doing:

• Leading customer service teams in a DTC setting, building a culture that's as passionate about customers as you are
• Enhancing the processes, KPIs, and policies to ensure alignment with customer satisfaction and sales projections
• Creating seamless experiences across every channel to nurture the customer
• Working directly with the leadership team, logistics, marketing and product design

You might be the right fit if:

• You've got solid senior leadership experience in customer experience, and you've worked in a direct-to-consumer market
• You're a natural leader who balances commercial acumen with genuine care for customers
• You're driven by data and results, but never lose sight of the human side
• You’re looking for role in Hampshire, happy to work 4 days in the office 1 WFH
• Your salary expectation is in the range of £80,000-£100,000 pa

This is a smaller, ambitious company on an exciting trajectory. If the idea of being part of that journey, where you can shape what happens next sounds right, apply today.

Every CV is read by a real person and expect a speedy response.

Sorry this vacancy is not open for sponsorship.