Head of Customer Experience

Eileen Richards; Leicester; Hybrid; GBP 75,000 - 85,000; Full time

Job summary

A leading firm in Leicester is seeking a Head of Customer Experience to enhance their contact centre, sales support, and customer success teams. The successful candidate will focus on delivering first-class customer experiences and profitable growth through effective leadership and innovative strategies.

Benefits

Car allowance

Performance bonus

Qualifications

• Proven background leading teams from contact centre, sales, and customer success.
• Driven to achieve results.
• Communicates effectively and influentially.

Responsibilities

• Lead the development and execution of the sales strategy.
• Deliver improvements to the customer experience throughout the sales journey.
• Be an agent for change within the organisation.

Skills

Leadership

Customer-centric mindset

Effective communication

Team development

Strategic mindset

Innovation

Job description

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Location: Leiceter/Hybrid
Type: Permanent
Salary: £75,000 - £85,000 Per Annum (+ car and bonus)

Head of Customer Experience
Leicestershire/hybrid
C£80,000

• Do you have strong experience leading teams through change and driving them to the next level?
• Are you looking to join a highly reputable firm where you can inject your experience and skillset?

The Company:
ER Recruitment is excited to be working with our client, a leading organisation widely respected in their industry and a nationwide brand.
They are seeking a Head of Customer Experience to lead their contact centre, sales support, and customer success teams into the next level. The successful candidate will deliver first-class customer experiences and profitable market share growth in the Consumer sector, through developing strong commercial propositions, excellent customer service, and effective sales leadership.

Role & Responsibilities of the Head of Customer Experience:

• Strong performance management through coaching and development
• Lead the development and execution of the Consumer sales strategy
• Develop, launch, and embed market-leading Customer Propositions
• Lead the development and execution of a vulnerable customer strategy
• Develop propositions to deliver an ongoing pipeline of profitable growth, winning new business, and retaining current customers
• Deliver improvements to the customer experience throughout the sales journey, measured through NPS scores
• Drive efficiencies in process performance, reducing costs
• Be an agent for change within the organisation – leading sales-specific programmes and contributing subject matter expertise in wider transformation programmes

About You as the Head of Customer Experience:

• Proven background leading teams from contact centre customer service, sales, and customer success
• Driven to achieve results
• Customer-centric mindset
• Communicates effectively and influentially
• Develops effective teams and collaborates well
• Innovative with a strategic mindset
• Authentic