Head of Customer Experience

Grind Coffee Roasters; Greater London; On-site; GBP 60,000 - 70,000; Full time

Job summary

A leading coffee company in London is seeking a Head of Customer Experience to enhance the end-to-end customer journey across multiple channels. This strategic and operational role will involve building a high-performing team, leveraging customer insights to drive improvements, and managing customer support operations. Ideal candidates will have strong leadership in fostering customer experience in D2C and e-commerce environments. Benefits include extra holidays, health support, and generous discounts.

Benefits

Extra Holiday

Employee Assistance Program

Referral Bonus

Financial coaching

Interest-free employee loan

Discounts up to 40%

Free food and drinks

Family and friend discounts

Enhanced maternity and paternity benefits

Qualifications

• Proven experience in Customer Experience leadership within a high-growth D2C or e-commerce environment.
• Hands-on expertise with Gorgias, Shopify, and review platforms.
• Strong data and analytical capability using Excel and BI tools.

Responsibilities

• Own and elevate the omnichannel customer experience.
• Build and lead a high-performing Customer Experience team.
• Design and optimize customer journeys, identifying friction points.

Skills

Customer Experience leadership

E-commerce experience

Data analysis

Stakeholder management

Tools

Gorgias

Shopify

Excel

BI tools

Job description

A bit about us.

Grind is a coffee company that lives in London. Since opening Shoreditch Grind in 2011, we've expanded across London with cafés, coffee trucks and a state‑of‑the‑art coffee roastery. Today, we serve millions of cups of coffee across London and the UK each year, and we’ve helped hundreds of thousands of people make better, more sustainable coffee at home. You’ll find our coffee beans, compostable coffee pods and ready‑to‑drink coffee cans - in supermarkets across the UK and in hotels around the world.

Roasting hundreds of tonnes of coffee each year, the roastery is the heart of our coffee operation. Our talented team sources coffee ethically, from sustainable farms around the world, and then roasts it every day in Bermondsey, south London. From there, it's packed and sent to our cafés, to supermarkets or to our customers directly.

We think coffee can be a force for good. Whether it's through creating the UK's first compostable coffee pods, our plastic‑free packaging or carbon‑free shipping - we're on a mission to be the world's most sustainable coffee company.

In 2023, we created our charity, the Better Coffee Foundation, to undo the damage done by the global coffee industry - in our first year, we recovered 43 million pods' worth of ocean‑bound plastic.

A bit about the role.

We’re looking for a senior, hands‑on Head of Customer Experience to own and elevate the end‑to‑end journey for our customers across all channels – from D2C e‑commerce to grocery, wholesale, hospitality and strategic partnerships.

This role is both strategic and operational; You’ll build and lead the CX / Customer Service team, embed the voice of the customer across the business, turn insight into action, and continuously improve how we communicate with, support and delight our customers as we scale. This role requires working 5 days over a 7‑day working week, which may include weekends.

Role responsibilities.

• Own and elevate the end‑to‑end omnichannel customer experience across D2C, B2B and partnerships.
• Build, lead and scale a high‑performing Customer Experience team.
• Design and optimise customer journeys, identifying friction points and performance improvements.
• Own day‑to‑day customer support operations including KPIs, playbooks and escalations.
• Build and embed a structured Voice of the Customer programme across all feedback channels.
• Turn customer insight into action, influencing product, operations, marketing and tech roadmaps.
• Own and optimise the CX tech stack including Gorgias, Shopify and review platforms.
• Drive automation, self‑service and AI adoption without compromising brand tone or warmth.
• Lead data‑driven performance management, reporting and experimentation.
• Act as the senior internal advocate for the customer across all departments.
• Partner closely with B2B and partnerships teams to ensure consistent key‑account service.
• Continuously innovate, benchmark against best‑in‑class CX, and support new channel and territory launches.

You’ll have.

• Proven experience in Customer Experience / Customer Service leadership, ideally within a high‑growth D2C or e‑commerce environment with B2B exposure.
• Proven experience operating in a complex, omnichannel environment (e‑commerce, retail / grocery, hospitality, wholesale, partnerships).
• Hands‑on expertise with Gorgias (or equivalent), Shopify and review platforms such as Trustpilot.
• Strong data and analytical capability, with confidence using Excel / Sheets and BI tools.
• A track record of building, leading and developing teams through growth and change.

Excellent stakeholder management and influencing skills.

• Strong written and verbal communication, with a brand‑aligned, customer‑centric tone.
• Experience implementing new tools, processes and operating models in fast‑paced environments.

Bonus if you have…

• Experience scaling CX functions in international or multi‑territory businesses.
• Exposure to subscription models or recurring revenue businesses.
• Experience implementing AI‑driven automation in support functions.
• Background in FMCG, omnichannel retail or hospitality‑linked brands.
• Experience working through hyper‑growth, restructuring or transformation phases.

Grind is an equal op

Diversity and Inclusion. portunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.

If there are any adjustments you need to help you bring your best self to an interview with us please let us know.

Benefits and perks

• Extra Holiday : Gain an extra day of holiday for each year you spend with us, capped at 3 additional days.
• SpectrumLife : Access our confidential Employee Assistance Program (EAP) for personal and professional support.
• Referral Bonus : Earn a bonus for bringing great talent to our team (£250 for employees, £450 for managers).
• Stream : Take control of your finances with on‑demand access to your earned wages, financial coaching, and more.
• Employee Loan : Access an interest‑free loan of up to £1,000 to help with unexpected expenses.
• Discounts online : Up to 40% off our retail line online.
• Crew Card : Enjoy 50% off all food and drinks, plus two free coffees a day at Grind locations.
• Team Events : Participate in regular team events and enjoy a stocked office with healthy breakfast and snacks.
• Family & Friend Discounts : Special discounts for family and friends.
• Enhanced Maternity and Paternity : Enjoy enhanced maternity and paternity benefits once eligible.

Salary

£60,000 - £70,000