Head of Customer Experience

JR United Kingdom; Nuneaton; On-site; GBP 75,000 - 90,000; Full time

Job summary

A leading lifestyle brand in the UK is seeking a Head of Customer Experience. This strategic role involves leading a team to deliver exceptional customer service across various channels. The ideal candidate will have proven leadership skills and a data-driven approach to enhance customer interactions and drive service improvements.

Qualifications

• Proven leadership in customer service/contact centre management.
• Experience managing omni-channel customer communications.

Responsibilities

• Lead and develop a high-performing team of customer service specialists.
• Implement effective service strategies and processes.
• Manage KPIs and SLAs, analyzing data to enhance performance.

Skills

Leadership

Communication

Coaching

Problem Solving

Organizational Skills

Data-Driven

Technologically Savvy

Tools

CRM Systems

Automation Tools

Digital Platforms

Job description

Position: Head of Customer Experience | 4 days on-site in Nuneaton, 1 day from home | £75,000 - £90,000 DOE + Benefits

I'm collaborating with the UK's leading lifestyle and retail brand to recruit an exceptional Head of Customer Experience, a high-impact leadership role at the core of their customer service operations.

This role is ideal for a strategic, hands-on leader passionate about delivering world-class customer experiences. You will lead a vibrant team of conversation specialists, shaping how the brand interacts with its customers across phone, email, chat, social media, and digital platforms.

The Role

You will take full ownership of the Conversation Centre, ensuring customer interactions are efficient, personalized, and aligned with the company's premium brand values. This position suits someone who thrives in fast-paced environments and enjoys fostering a coaching-led culture focused on continuous improvement.

Key Responsibilities:

• Lead and develop a high-performing team of customer service specialists.
• Monitor interaction quality and drive service improvements across channels.
• Implement effective service strategies and processes to deliver top-tier support.
• Manage KPIs and SLAs, analyzing data to enhance team performance.
• Collaborate across departments to ensure consistency and promote customer-first thinking.
• Oversee the contact centre's budget and daily operations.
• Foster a coaching culture emphasizing quality and efficiency.
• Manage relationships with third-party providers like Dixa to align with business goals.
• Stay updated on service trends and technologies to enhance customer experience.

Skills and Qualifications:

• Proven leadership in customer service/contact centre management, preferably in a fast-moving consumer environment.
• Experience managing omni-channel customer communications.
• Strong communication and coaching skills with a record of developing high-performing teams.
• Data-driven approach with the ability to translate insights into action.
• Technologically savvy, knowledgeable about CRM systems, automation tools, and digital platforms.
• Calm under pressure with excellent problem-solving and organizational skills.

Interested?

If you're ready to lead customer service for one of the UK's most beloved lifestyle brands, I would love to hear from you. Please contact me to discuss this opportunity further or send your CV for immediate consideration.

Reference: BBBH33353