Head Of Customer Experience

Michael Page; England; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading company in leisure and travel in Southampton seeks an experienced Head of Customer Experience to oversee customer interactions across various touch points. The role demands strategic planning and operational leadership to enhance customer satisfaction and loyalty. The ideal candidate brings extensive experience in delivering exceptional customer service and effective team management. Competitive salary and opportunities for professional growth are offered.

Benefits

Competitive salary and package

Opportunities for professional growth

Engaging work environment

Qualifications

• Deep understanding of delivering excellent customer service and experience.
• Track record of leading across multiple functions.
• Ability to inspire and motivate teams.

Responsibilities

• Develop strategies to enhance the customer experience journey.
• Lead the customer service team for operational excellence.
• Monitor customer feedback and implement improvement initiatives.

Skills

Customer experience delivery

Operational leadership

Team management

Data analysis

Problem-solving

Effective communication

Job description

Our client is looking for an experienced Head of Customer Experience to oversee all aspects of customer interactions across online, telephone, showroom, and installation touch points, ensuring consistency, efficiency, and excellence. This role involves strategic planning and operational leadership to enhance customer satisfaction and loyalty.

Client Details

Michael Page is happy to announce that our client's company operates the Southampton location and within the leisure, travel, and tourism industry, focusing on providing top-tier services to its clients. They are committed to delivering excellence and innovation in their offerings, ensuring customer satisfaction remains at the core of their operations.

Description

• Develop and implement strategies to enhance the customer experience journey.
• Lead and manage the customer service team to achieve operational excellence.
• Monitor customer feedback and drive continuous improvement initiatives.
• Collaborate with other departments to ensure seamless service delivery.
• Analyse customer data to identify trends and areas for improvement.
• Establish and maintain high standards of customer service across all touch points.
• Manage budgets and resources effectively to meet business objectives.
• Report on performance metrics and contribute to strategic decision-making.

Profile

• The ideal candidate will bring a deep understanding of delivering excellent customer service, customer experience, and operational leadership, with a track record of leading across multiple functions (sales, after-sales, showrooms, and installations), implementing scalable processes, and driving both customer satisfaction and commercial performance.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent problem-solving and decision-making abilities.
• Analytical skills to interpret customer data and drive improvements.
• Effective communication and interpersonal skills.
• A customer-focused mindset with a commitment to delivering exceptional service.

Job Offer

• Competitive salary and package.
• A permanent role within a reputable company in Southampton.
• Opportunities for professional growth and development.
• An engaging work environment within the leisure, travel, and tourism industry.

If you are ready to take on this exciting opportunity as a Head of Customer Experience & Service in Southampton, we encourage you to apply today.