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- Tasks: Lead and enhance customer experience through various channels like email, chat, and social media.
- Company: Join a fast-growing start-up brand in Central London focused on exceptional customer journeys.
- Benefits: Enjoy a vibrant team environment and the chance to shape customer engagement strategies.
- Why this job: Be at the forefront of customer experience innovation and make a real impact.
- Qualifications: Experience in leading customer experience functions, preferably in a start-up setting.
- Other info: This is a 6-9 month fixed-term contract with opportunities for professional growth.
The predicted salary is between 43200 - 72000 £ per year.
We are working with an exciting brand looking for an experienced Head of Customer Experience (6-9 month FTC) for their fast-growing "Start Up" brand in Central London. The customer journey is at the heart of this business brand. You will drive their customer engagement via email, live chat, social media, and telephone.
We have a vacancy for an enthusiastic and driven CEX professional to join our client's busy, vibrant team. The successful candidate will be motivated, resilient, organised, high calibre, and dedicated to delivering a great customer journey. We need someone who has a wealth of experience in CEX improvement and can do things professionally at pace.
About the role:- Drive the CEX strategy, lead, mentor, and develop a high performing CEX team.
- Oversee the WFM to ensure optimal CEX coverage and seamless journey for customers. You will implement workforce planning tools.
- Review the voice of the customer and adapt where possible to improve CEX.
- Work in collaboration with other areas of the business: IT, operations, marketing, quality, finance, and legal teams.
- Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
- Design strategy for new tooling and technologies and work closely with our senior Customer Happiness operations manager to implement and manage our third-party vendor relationships to create an exceptional customer experience.
- Crystallise, communicate, and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience.
- Define and drive CEX process improvements and support customer retention strategies.
- You will design and implement a customer journey framework focusing on engagement and value-added support.
- Ideally, you will have experience leading a CEX function and managing globally. Start Up experience would be very useful.
- Strong leadership and management capabilities. You will be able to drive functions both in the UK and overseas.
- Data driven, with the ability to report and utilise data insights to improve CEX performance.
- Understand the direction of CEX tech (including Automation and AI).
- Experience managing change and transformation in a fast-paced environment.
Please get in touch with Matt@cactussearch.co.uk
Head of Customer Experience (FTC) employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience (FTC)
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CEX) technology, especially automation and AI. Being knowledgeable about these tools will not only help you in interviews but also demonstrate your commitment to enhancing customer journeys.
✨Tip Number 2
Network with professionals in the CEX field, particularly those who have experience in start-ups. Engaging with industry peers can provide valuable insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven CEX improvements in previous roles. Highlighting measurable outcomes from your initiatives will showcase your ability to deliver results and align with the company's goals.
✨Tip Number 4
Demonstrate your leadership skills by sharing experiences where you've mentored or developed a team. This is crucial for the Head of Customer Experience role, as you'll be expected to lead and inspire others in a fast-paced environment.
We think you need these skills to ace Head of Customer Experience (FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience (CEX) roles, especially any leadership positions. Emphasise your achievements in driving customer engagement and improving customer journeys.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience. Mention specific examples of how you've successfully led CEX initiatives and improved customer satisfaction in previous roles.
Highlight Data-Driven Achievements: Since the role requires a data-driven approach, include metrics or data points in your application that demonstrate your ability to analyse customer insights and implement improvements based on those findings.
Showcase Leadership Skills: In your application, provide examples of how you've mentored and developed teams in the past. Highlight your leadership style and how it aligns with creating a high-performing CEX team.
How to prepare for a job interview at Cactus Search
✨Showcase Your Customer-Centric Mindset
As the Head of Customer Experience, it's crucial to demonstrate your understanding of the customer journey. Be prepared to discuss specific examples of how you've improved customer engagement in previous roles, particularly through various channels like email and social media.
✨Highlight Leadership Experience
This role requires strong leadership skills. Share your experiences in mentoring and developing teams, especially in a fast-paced environment. Discuss how you’ve led teams to achieve high performance and how you handle complex escalations with professionalism.
✨Emphasise Data-Driven Decision Making
Since the role involves leveraging customer insights and data analytics, be ready to talk about how you've used data to identify trends and improve customer experience. Provide examples of tools or methodologies you've implemented to enhance CEX performance.
✨Demonstrate Adaptability and Innovation
Given the dynamic nature of a start-up, it’s important to show that you can manage change effectively. Discuss any experiences you have with implementing new technologies or processes, particularly in relation to automation and AI, and how these have positively impacted customer experience.
