Head of Customer Experience

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

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

This is an exciting opportunity for a strategic, hands-on leader with a passion for delivering world-class customer experiences. You'll be heading up a vibrant team of conversation specialists, shaping how the brand connects with its customers across phone, email, chat, social media, and digital platforms.

You'll take full ownership of the Conversation Centre, ensuring customer interactions are efficient, personal, and aligned with the company's premium brand values. This role is perfect for someone who thrives in fast-paced environments and enjoys creating a coaching-led culture with a strong focus on continuous improvement.

• Lead and develop a high-performing team of customer service specialists.

• Monitor the quality of interactions and drive service improvements across all channels.

• Build and implement effective service strategies and processes to deliver best-in-class support.

• Manage KPIs and SLAs, analysing data and using insights to refine team performance.

• Collaborate across departments to ensure consistency and drive customer-first thinking throughout the business.

• Oversee the budget and day-to-day operations of the contact centre.

• Champion a coaching culture, with a focus on "do it right, do it once."

• Manage relationships with third-party providers such as Dixa to ensure alignment with business objectives.

• Stay up to date with service trends and technologies to continuously improve the customer experience.

• A proven leader in customer service/contact centre management-ideally within a fast-moving consumer environment.

• Experienced in managing omni-channel customer communications.

• Strong communicator and coach, with a track record of developing high-performing teams.

• Data-driven, with the ability to translate insight into action.

• Tech-savvy with knowledge of CRM systems, automation tools, and digital platforms.

• Calm under pressure, with strong problem-solving and organisational skills.

Interested?

If you're ready to lead customer service at one of the UK's most loved lifestyle brands, I'd love to hear from you. Please get in touch to discuss this opportunity in more detail or send over your CV for immediate consideration.

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