Head of Online Customer Experience

Adecco; Welwyn Garden City; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A leading blue-chip FMCG and retail brand is seeking a Head of Online Customer Experience in Welwyn Garden City. This pivotal role involves shaping the digital offerings to enhance customer experience and managing a cross-functional team in a hybrid working environment. The ideal candidate will have a strong eCommerce background and expertise in customer experience strategies, along with excellent communication and leadership skills.

Qualifications

• Experience in crafting and executing customer experience strategies.
• Expertise in eCommerce and personalization.
• Strong project and stakeholder management skills.

Responsibilities

• Lead a team to enhance the online customer experience.
• Identify and implement optimizations based on customer insights.
• Champion personalization across online touchpoints.

Skills

Customer experience strategy

eCommerce

Stakeholder management

Communication

Leadership

Agile methodologies

Job description

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Head of Online Customer Experience, Welwyn Garden City

Job Reference: cd4db79507e6

Location: Welwyn Garden City

Job Category: Other

EU work permit required: Yes

Posted: 22.06.2025

Expiry Date: 06.08.2025

Job Description:

Head of Online Customer Experience job opportunity

Reports to: Online Customer Director

Function: Online Customer

Department: Customer

Location: Hybrid (3 days onsite in Welwyn Garden City)

Contract Duration: 6 months via umbrella company

About My Client:

My client is a blue chip FMCG and retail brand serving millions of customers weekly worldwide. With over 6,000 stores internationally, they are a well-known household name committed to delivering an exceptional customer experience with a focus on digital services and online presence.

Job Summary:

The Head of Online Customer Experience will shape the digital offerings, ensuring customer experience is prioritized. This role involves engaging with senior stakeholders across Customer, Online, and Technology functions within an agile environment.

Key Responsibilities:

1. Lead a team to enhance the online customer experience, focusing on metrics like NPS and CSAT.
2. Identify and implement optimizations based on customer insights.
3. Champion personalization across online touchpoints.
4. Collaborate with insights, analysis, and other teams to understand customer behavior and market trends.
5. Balance commercial goals with customer satisfaction in retail media initiatives.
6. Manage incident planning and recovery, communicating effectively with customers and stakeholders.
7. Work with agile squads and set clear OKRs.
8. Represent the Customer function in strategic forums, especially in Grocery Home Shopping and Marketplace initiatives.

Skills and Experience Required:

1. Experience in crafting and executing customer experience strategies with measurable results.
2. Expertise in eCommerce and personalization, understanding online customer behaviors.
3. Strong project and stakeholder management skills.
4. Excellent communication and presentation skills, with experience engaging senior leadership.
5. Leadership experience managing cross-functional teams.
6. Experience in incident management and recovery planning.
7. Familiarity with agile methodologies and UX/UI principles.

About Pontoon:

Pontoon is an employment consultancy committed to diversity and inclusion, showcasing talents in an environment that fosters growth and success. We value all ethnicities, generations, religions, sexual orientations, and gender identities.

Applicants should demonstrate the above skills and experience in their CV. If you haven't heard from us within 48 hours, your application was unsuccessful, but we may consider your details for future roles.

Pontoon operates as an equal opportunities employer. For more information, contact Simon Garside.