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For Companies At a Glance
- Tasks: Lead and inspire a team to enhance customer experience across all touchpoints.
- Company: Join Karndean, a top luxury flooring brand with a rich family business history.
- Benefits: Enjoy competitive salary, health care, 24+ days holiday, and more perks!
- Why this job: Make a real impact on customer satisfaction while working in a fun, innovative environment.
- Qualifications: Strong leadership in customer service, excellent communication, and analytical skills required.
- Other info: Opportunity to share ideas with executive leadership and grow your career.
The predicted salary is between 43200 - 72000 £ per year.
Head of Customer Experience
In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.
We are looking for a dedicated and dynamic Head of Customer Experience, who leads our customer sales teams and ensures the delivery of a seamless customer experience across all stages and touchpoints in our customers’ journey. This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer satisfaction, NPS, customer retention, and new business growth.
Responsibilities:
- Team Leadership: Lead, mentor, and motivate a team of customer service advisors who also handle customer sales orders, ensuring they provide excellent customer service.
- Customer Experience Strategy: Develop and implement the overall customer experience strategy, collaborating with cross-functional teams to ensure a unified approach.
- Customer Journey Mapping: Map customer journeys across all products, services, and brands to identify and enhance key touchpoints.
- Sales Order Management: Oversee the accurate and timely processing of customer sales orders, ensuring compliance with company policies and procedures.
- Data and Analytics: Establish and roll out the company’s customer experience roadmap, leveraging technology, data, and analytics to provide a 360-degree view of the customer experience.
- Performance Metrics: Create and implement an analytics framework to measure customer experience KPIs, customer sentiment, and success metrics.
- Continuous Improvement: Identify and implement tools and technologies to manage, measure, and improve customer experience, and recommend changes to improve business outcomes.
- Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to ensure a cohesive approach to customer experience and sales order management.
- Issue Resolution: Handle and resolve complex customer complaints and issues, ensuring a satisfactory resolution for both the customer and the company.
- Training and Development: Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge to excel in their roles.
Requirements:
- Strong experience leading a customer service and sales advisor environment.
- Strong interpersonal skills and a proven track record of creating alignment across functions.
- Demonstrable understanding of emerging customer experience channels and technology, including CRM and customer support technologies.
- Experience in recommending and implementing creative solutions to drive increases in NPS, customer satisfaction, retention, and online review scores.
- Ability to influence stakeholders to gain alignment and prioritize cross-functional initiatives.
- Strong prioritizing, planning, analytical, presentation, and problem-solving skills.
- Proficient in Microsoft Applications (Word, Excel, and PowerPoint), CRM, and customer service solutions.
- Excellent oral and written communication skills.
- A customer-centric mindset and advocate for listening to the voice of the customer.
- Proven ability to create shared vision, inspire collaboration, and drive change with momentum.
- Demonstrated improvement of brand experience, driving customer retention, reducing churn, and increasing customer satisfaction.
Our Company:
Karndean Designflooring UK is based in Evesham, Worcestershire across three sites with excellent facilities. We offer a huge range of benefits but here are some of the headlines:
- Competitive salary
- Employee discount
- Health cash plan
- Private Health Care
- 24 days holiday (increasing with service) + all BHs + a day off for your birthday
- Enhanced pension scheme
- Car allowance
- Enhanced maternity and paternity benefits
- Enhanced sick pay
- Learning and development opportunities
- Paid Volunteering day
- Enhanced bonus scheme
As part of our company you will enjoy working with a team of incredibly passionate, fun people and have the opportunity to contribute innovative ideas direct to the executive leadership team as well as progressing your career.
At Karndean we are committed to recruiting and retaining a diverse workforce with an equitable, inclusive environment.
Head of Customer Experience employer: Karndean Designflooring UK
Contact Detail:
Karndean Designflooring UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience and technology. Understanding emerging channels and tools will help you demonstrate your expertise during discussions with our team.
✨Tip Number 2
Prepare to showcase your leadership skills by thinking of examples where you've successfully led a team through challenges. Highlighting your ability to inspire and motivate others will be key in this role.
✨Tip Number 3
Research Karndean's current customer experience strategies and think about how you can contribute to enhancing them. Showing that you understand our brand and its values will set you apart.
✨Tip Number 4
Be ready to discuss specific metrics you've used to measure customer satisfaction and retention in previous roles. This will demonstrate your analytical skills and commitment to continuous improvement.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Head of Customer Experience position. Tailor your application to highlight your relevant experience in customer service leadership and strategy development.
Highlight Relevant Experience: In your CV and cover letter, emphasize your strong experience in leading customer service teams and your track record of improving customer satisfaction and retention. Use specific examples to demonstrate your impact in previous roles.
Showcase Your Skills: Make sure to showcase your interpersonal skills, analytical abilities, and proficiency with CRM and customer support technologies. Mention any relevant tools or methodologies you have used to enhance customer experience.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also conveys your passion for customer experience. Discuss how you can contribute to Karndean's mission and values, and express your enthusiasm for the opportunity to lead their customer experience strategy.
How to prepare for a job interview at Karndean Designflooring UK
✨Show Your Leadership Skills
As a Head of Customer Experience, you'll need to demonstrate your ability to lead and motivate teams. Share specific examples from your past experiences where you successfully led a team, resolved conflicts, or improved team performance.
✨Understand Customer Journey Mapping
Be prepared to discuss your approach to customer journey mapping. Highlight any tools or methodologies you've used in the past to enhance customer touchpoints and improve overall customer satisfaction.
✨Data-Driven Decision Making
Since this role involves leveraging data and analytics, come ready to discuss how you've used data to inform your strategies. Provide examples of KPIs you've tracked and how they influenced your decision-making process.
✨Emphasize Cross-Functional Collaboration
This position requires collaboration with various departments. Be ready to talk about your experience working with sales, marketing, and product teams. Share how you ensured alignment and achieved common goals across functions.
