Head of Customer Experience & Service Excellence

Interior Goods Direct Limited; Huddersfield; Hybrid; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Company events

Company pension

Flexitime

Free parking

On-site parking

Job summary

Interior Goods Direct Ltd. is seeking an experienced Customer Service Manager to shape the customer experience, manage a 20+ strong team, and align care strategies with business goals.

The role reports to the Commercial Director and spans cross-functional collaboration across operations, sales and marketing, with a focus on delivering best-in-class service and operational excellence. You will drive strategic initiatives, develop robust dashboards, and lead recruitment, training and retention

Qualifications

• Extensive, minimum three years of senior leadership within B2C customer care.
• Proven experience managing high-performing customer facing teams (20+ FTE) and cross-functional collaboration.
• Strong understanding of data analytics, CRM platforms and related tooling.

Responsibilities

• Lead and inspire the Customer Service department with a clear customer-centric vision aligned to company objectives.
• Develop and implement strategies to reduce consumer contacts and improve satisfaction scores.
• Manage day-to-day operations and drive process improvements across the team.
• Collaborate with operations, sales and marketing to align customer-facing processes and drive growth.
• Present insights and performance to the executive team and define KPIs, SLAs and quality benchmarks.

Skills

Leadership

Customer service management

Strategic thinking

Data analysis

CRM tools

Tools

CRM platforms

Data analysis tools

Job description

Interior Goods Direct Ltd. is seeking an experienced Customer Service Manager to shape the customer experience, manage a 20+ strong team, and align care strategies with business goals.

The role reports to the Commercial Director and spans cross-functional collaboration across operations, sales and marketing, with a focus on delivering best-in-class service and operational excellence. You will drive strategic initiatives, develop robust dashboards, and lead recruitment, training and retention