Head of Customer Experience

TN United Kingdom; Leicester; Hybrid; GBP 75,000 - 85,000; Full time

Job summary

An established industry player is seeking a Head of Customer Experience to lead their contact center and customer success teams. This role is pivotal in delivering exceptional customer experiences and driving profitable market share growth. The ideal candidate will possess a proven track record in leading teams through change, with a strong focus on customer-centric strategies. Join a highly reputable firm where your innovative mindset and leadership skills will make a significant impact in shaping the future of customer engagement. This position offers a hybrid working environment, allowing for flexibility while contributing to a dynamic team.

Benefits

Company Car

Performance Bonus

Qualifications

• Proven background leading customer service, sales, and success teams.
• Strong focus on customer-centric strategies and results.

Responsibilities

• Lead the development and execution of Consumer sales strategy.
• Drive efficiencies in process performance and improve customer experience.
• Act as an agent for change within the organization.

Skills

Leadership

Customer Experience Management

Sales Strategy Development

Performance Management

Coaching and Development

Job description

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

Head of Customer Experience

Location: Leicestershire/hybrid

Salary: 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 are excited to be working with our client, a leading organisation who are widely respected in their industry and a nationwide brand.

They are now 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 the development of strong commercial propositions, excellent customer service, and effective sales leadership.

Role & Responsibilities of the Head of Customer Experience:

• Strong performance management through a focus on 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, as well as retaining current customers
• Deliver improvement to the customer experience throughout the sales journey, measured, for example, through NPS scores
• Drive efficiencies in process performance, reducing cost
• You will be an agent for change within the organisation – leading on sales-specific programmes and contributing subject matter expertise where required in wider transformation programmes.

About You as the Head of Customer Experience:

• Proven background leading a range of teams from contact centre customer service, sales, and customer success.
• Driven to achieve results
• Someone who keeps the Customer at the heart of all they do.
• Communicates Influentially
• Develops effective teams and is a strong collaborator
• Innovative with a strategic mindset
• Authentic