Head of Customer Experience

Page Personnel; Southampton; On-site; GBP 150,000 - 200,000; Full time

Job summary

A well-established leisure and tourism company based in Southampton is seeking a Head of Customer Experience. This role involves developing strategies to enhance customer journeys, leading a customer service team, and driving operational excellence. The ideal candidate will have strong leadership and analytical skills, with a deep understanding of customer service and experience management. This position offers competitive salary and growth opportunities within a dynamic work environment.

Benefits

Competitive salary and package

Opportunities for professional growth

Engaging work environment

Qualifications

• Deep understanding of customer experience and operational leadership.
• Track record of leading across multiple functions.
• Ability to interpret customer data and drive improvements.

Responsibilities

• Develop and implement strategies to enhance the customer experience journey.
• Lead and manage the customer service team.
• Monitor customer feedback and drive improvements.
• Collaborate with departments for seamless service delivery.
• Manage budgets and report on performance metrics.

Skills

Customer service expertise

Leadership skills

Problem-solving abilities

Analytical skills

Interpersonal skills

Job description

Key Highlights

• Great opportunity to be more business forward and grow even more
• Well established business based in Southampton

About Our Client

Michael Page is happy to announce that our client's company operates the Southampton location and within the leisure, travel, and tourism industry, focusing on providing top-tier services to its clients. They are committed to delivering excellence and innovation in their offerings, ensuring customer satisfaction remains at the core of their operations.

Job Description

The key responsibilities for the Head of Customer Experience role are :

• Develop and implement strategies to enhance the customer experience journey.
• Lead and manage the customer service team to achieve operational excellence.
• Monitor customer feedback and drive continuous improvement initiatives.
• Collaborate with other departments to ensure seamless service delivery.
• Analyse customer data to identify trends and areas for improvement.
• Establish and maintain high standards of customer service across all touch points.
• Manage budgets and resources effectively to meet business objectives.
• Report on performance metrics and contribute to strategic decision-making.

The Successful Applicant

A successful Head of Customer Experience should have :

• The ideal candidate will bring a deep understanding of delivering excellent customer service, customer experience, and operational leadership, with a track record of leading across multiple functions (sales, after-sales, showrooms, and installations), implementing scalable processes, and driving both customer satisfaction and commercial performance.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent problem-solving and decision-making abilities.
• Analytical skills to interpret customer data and drive improvements.
• Effective communication and interpersonal skills.
• A customer-focused mindset with a commitment to delivering exceptional service.

What's on Offer

• Competitive salary and package
• A permanent role within a reputable company in Southampton.
• Opportunities for professional growth and development.
• An engaging work environment within the leisure, travel, and tourism industry.

If you are ready to take on this exciting opportunity as a Head of Customer Experience & Service in Southampton, we encourage you to apply today