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For Companies At a Glance
- Tasks: Lead the customer journey strategy and enhance e-commerce experiences across Europe.
- Company: Join Blinds 2go, a top international brand in window décor, committed to innovation and excellence.
- Benefits: Enjoy competitive salary, performance bonuses, and the chance to work with cutting-edge tech.
- Why this job: Make a significant impact on customer experiences while collaborating across diverse teams and markets.
- Qualifications: Senior-level experience in e-commerce customer journey strategies; CRM expertise is a plus.
- Other info: Opportunity to shape digital experiences in 6 European countries and the UK.
The predicted salary is between 43200 - 72000 ÂŁ per year.
Shape the Future of E-commerce CX Across Europe! We’re a leading international e-commerce brand in window décor, operating across 6 European markets and the UK. We’re looking for a visionary, data-obsessed leader to elevate the end-to-end customer journey—turning every touchpoint into a growth lever.
As Head of Customer Journey & Experience, you’ll architect a customer-first strategy that blends advanced segmentation, impactful email marketing, and world-class UX. You’ll lead the charge in personalization, CRM innovation, and digital experimentation—leveraging tools like Bloomreach, VWO and Datadog to fuel measurable results.
Our Company: At Blinds 2go our people are our stars, we believe our team will help us on our journey to realise our dream in becoming the fastest growing, most loved and most efficient window coverings company in the world.
- Transparency: We lead by example and inspire others to achieve excellence in the right way.
- Entrepreneurship: We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs.
- Accountability: We take ownership and are responsible for our actions and decisions.
- Meritocracy: We set challenging but realistic targets and deliver results in a passionate way; integrity and hard work are at the core of our culture, we go the extra mile.
Role & Responsibilities:
- Customer Journey Strategy: Map, optimize, and future-proof the full customer journey across all markets—identifying key moments of truth and opportunities to differentiate.
- CRM & Segmentation: Execute sophisticated CRM strategies in Bloomreach, underpinned by granular segmentation models and data-rich customer insights.
- Hyper-Personalization: Create dynamic, tailored experiences across web and email using Bloomreach and data-driven testing via VWO.
- UX Best Practices: Champion user-centered design by partnering with Product and E-commerce teams to deliver frictionless, high-converting online experiences.
- Impactful Email Marketing: Lead end-to-end email lifecycle strategy—from onboarding flows to promotional and retention campaigns—powered by smart automation and A/B testing.
- Customer Data Platform (CDP): Drive strategic use of a unified CDP to unlock 360° customer views, actionable insights, and advanced targeting capabilities.
- Analytics & Optimization: Own customer experience KPIs (e.g., CSAT, NPS, CLTV, retention), and turn insight into action with clear dashboards and recommendations.
- Cross-Functional Leadership: Inspire and align teams across Marketing, Product, Tech, and Country leads to deliver a seamless, customer-centric experience.
Person Profile:
- Skills & Experience: Senior-level experience owning customer journey and experience strategies within a fast-paced e-commerce environment. Hands-on expertise with CRM platforms and advanced audience segmentation (Bloomreach experience is considered a plus). Proven success with personalization, A/B and multivariate testing, and data-led optimization. Deep knowledge of impactful email marketing, UX best practices, and lifecycle automation. Experience with CDPs and customer data governance. International experience a plus; Bachelor's (or equivalent) required, Master’s (or equivalent) preferred.
- Personal Attributes: Strategic, commercial thinker with a bias for action and a track record of delivering quantifiable business outcomes. Exceptional communicator and cross-functional collaborator; comfortable influencing at all levels.
Why Join Us?
- Big Impact, Big Autonomy: Own the customer journey strategy across multiple countries and make a visible difference.
- Tech-forward: Work with leading platforms like Bloomreach, VWO, and a robust CDP to drive transformation.
- Cross-Market Influence: Shape digital experiences across 6 European countries and the UK.
- Compensation: Competitive salary + performance-based bonus based on customer KPIs and business growth.
If you’re passionate about transforming data into unforgettable customer experiences, this is your chance to lead real change. If you’re ready to lead with empathy and insight, we want to hear from you!
Contact Detail:
Blinds 2go Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Journey & Experience
✨Tip Number 1
Familiarise yourself with the latest trends in e-commerce customer experience. Understanding what’s currently working in the industry will help you speak confidently about innovative strategies during interviews.
✨Tip Number 2
Network with professionals who have experience in CRM platforms like Bloomreach. Engaging with others in the field can provide insights and potentially lead to referrals that could strengthen your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented customer journey strategies in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive results.
✨Tip Number 4
Showcase your understanding of data-driven decision-making by brushing up on analytics tools like Datadog. Being able to articulate how you’ve used data to enhance customer experiences will set you apart.
We think you need these skills to ace Head of Customer Journey & Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer journey and e-commerce. Use specific examples that demonstrate your success in CRM strategies, personalization, and data-driven decision-making.
Craft a Compelling Cover Letter: In your cover letter, express your passion for transforming customer experiences. Discuss how your strategic thinking and hands-on expertise align with the company's vision and values, particularly in relation to their focus on transparency, entrepreneurship, and accountability.
Showcase Relevant Skills: Emphasise your familiarity with tools like Bloomreach, VWO, and CDPs. Provide concrete examples of how you've used these platforms to drive measurable results in previous roles.
Highlight Cross-Functional Leadership: Demonstrate your ability to inspire and collaborate with teams across different functions. Share instances where you successfully aligned marketing, product, and tech teams to enhance the customer journey.
How to prepare for a job interview at Blinds 2go
✨Understand the Customer Journey
Familiarise yourself with the concept of customer journey mapping. Be prepared to discuss how you would identify key touchpoints and opportunities for differentiation in the customer experience.
✨Showcase Your Data Skills
Since the role requires a data-obsessed leader, be ready to share examples of how you've used data to drive decisions in previous roles. Highlight your experience with CRM platforms like Bloomreach and any segmentation strategies you've implemented.
✨Demonstrate Cross-Functional Collaboration
This position involves working with various teams. Prepare to discuss how you've successfully collaborated with marketing, product, and tech teams in the past to enhance customer experiences.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical problems related to customer experience. Think about how you would approach challenges such as improving customer satisfaction or increasing retention rates using innovative strategies.
