Head of Customer Experience

Boohoo Group PLC; Manchester; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a strategic thinker to lead customer experience initiatives. This role focuses on enhancing the customer journey, ensuring exceptional service delivery, and driving loyalty through data-driven strategies. The ideal candidate will possess a strong background in customer experience management within a digital-first environment, showcasing analytical prowess and excellent communication skills. Join a dynamic team dedicated to redefining the retail landscape and making a significant impact on customer satisfaction. If you're passionate about creating exceptional experiences and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Proven experience in a senior customer experience role, preferably in Ecommerce.
• Strong analytical skills with the ability to interpret data effectively.

Responsibilities

• Enhancing customer satisfaction and monitoring performance from a customer perspective.
• Driving customer loyalty through innovative strategies and accountability.

Skills

Customer Experience Management

Data Analysis

Ecommerce Knowledge

Problem Solving

Communication Skills

Interpersonal Skills

Customer Journey Mapping

Education

Bachelor's Degree

Job description

You know all about our high street roots and bricks and mortar stores. Now, we're looking to the future. Since 2021, we've embraced some changes. Debenhams hasn’t made a comeback—we’ve been here since 1778, evolving and adapting to the times. This is Debenhams today - Britain’s Leading Online Department Store.

We are more than a department store—we are an institution. From creating the blueprint for designer collaborations with Designers at Debenhams to launching countless brands and inventing the beauty counter, we’ve consistently shaped the retail landscape.

We don’t underestimate the power of our brand or the place we hold in people’s hearts. This is only the beginning of the next chapter for Debenhams.

Britain needs Debenhams... Debenhams needs you!

Your Team

In Customer Experience, we look after the journey our customers take from browsing our site to getting their products into their hands. The brand's vision is to be the great British digital department store, so everything we do in customer experience contributes to this goal. We’re the cog that keeps everything turning, getting our amazing products in the hands of our customers at pace and exceeding their expectations.

Your Role

We focus on our customer experience to make sure it’s the best it can be – we won’t settle for less and we need someone to own this vision. Think innovation and plenty of problem-solving. You will be the all-important link between the technical teams that ensure our products are displayed correctly and the end-to-end operational supply chain, delivering exceptional end-to-end customer experiences, enhancing customer satisfaction, monitoring the performance of all our teams from a customer perspective, and ensuring things get done across a complex organisation with the ability to navigate internal relationships.

Putting the customer and the entire customer journey at the forefront, communicating and taking accountability to leadership, and driving customer loyalty. The ideal candidate will be a strategic thinker with a proven track record in customer experience management, data-driven decision-making, and cross-functional collaboration.

Your Skills, Knowledge and Experience

You will come with proven experience in a senior customer experience role, preferably within Ecommerce or a digital-first environment, while showing a deep understanding of customer behaviour and journey mapping. Show us your strong analytical skills with the ability to interpret data and turn insights into actionable strategies whilst having exceptional communication and interpersonal skills. We would like to see a strong track record of improving customer satisfaction and loyalty through innovative strategies with a customer-centric mindset and a passion for creating exceptional customer experiences.