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- Tasks: Lead and elevate the customer journey across multiple regions and channels.
- Company: Christopher Ward is a premium watch brand focused on delivering exceptional customer experiences.
- Benefits: Enjoy a full-time role with opportunities for growth and a dynamic work environment.
- Why this job: Join a passionate team dedicated to creating world-class customer experiences in a luxury retail setting.
- Qualifications: Proven leadership experience in customer service, ideally in premium or luxury retail.
- Other info: Based at our Maidenhead HQ, Monday to Friday, 09.00 – 17.00 UK time.
The predicted salary is between 36000 - 60000 £ per year.
Direct message the job poster from CHRISTOPHER WARD (LONDON ) HOLDINGS LIMITED
Christopher Ward is dedicated to delivering a consistent, premium experience that matches our products and builds lifetime loyalty.
The Head of Customer will support with shaping and leading and continuously elevating the entire customer journey at Christopher Ward; spanning CW Connect, After Sales, and Customer Experience, across multiple regions and channels. This role sits at the heart of our ambition to deliver a consistent, premium experience that matches our products and builds lifetime loyalty. You will set the vision and roadmap, build the right structure and capability for a growing international footprint, and lead a high-performing team that takes full ownership for delighting customers at every stage — from first enquiry to ownership and beyond.
Responsibilities
- Strategic Leadership & Transformation
- Define and deliver a clear, multi-region customer strategy that supports our growth ambitions and reinforces the Christopher Ward brand in every market and channel.
- Build and strengthen the operational backbone that allows us to scale — from clear service standards and workflows to fit-for-purpose systems and reporting.
- Identify and remove structural inefficiencies — putting in place consistent, documented processes that drive quality, speed, and accountability.
- Develop and track meaningful KPIs at a global, regional, and team level — using data to proactively manage performance and demonstrate impact to the senior leadership team.
- Act as a senior voice and trusted partner to the Board on customer trends, risks, and opportunities — helping shape wider commercial and operational decisions.
Team Leadership & Capability Building
- Build, lead, and inspire a geographically diverse team, ensuring clear roles, responsibilities, and opportunities for growth and development.
- Foster a culture of accountability, empowerment, and continuous improvement — ensuring teams own and resolve issues at the right level.
- Drive high standards of knowledge, training, and tone of voice so every interaction reflects our brand promise.
- Identify skill gaps, succession needs, and future resourcing requirements as we grow in scale and markets.
Operational Excellence & Execution
- Own the day-to-day performance of all customer-facing operations across CW Connect, After Sales, and CX — ensuring consistency across time zones and channels.
- Build robust escalation paths so complex cases are resolved promptly while freeing senior leaders from day-to-day firefighting.
- Work cross-functionally with Logistics, Product, Marketing, and Tech to fix root causes of repeat customer pain points — driving joined-up improvements across the customer journey.
- Champion continuous feedback loops — using insight to refine policies, communications, and processes that reduce avoidable contact and boost satisfaction.
Customer Insight & Advocacy
- Be the clear, credible voice of the customer — translating feedback and market trends into actionable insights that shape product, policy, and wider business strategy.
- Monitor and intervene on high-impact issues or escalations — balancing brand protection with fair, customer-first solutions.
- Analyse and share trends in customer behaviour, sentiment, and service drivers to identify new opportunities for differentiation.
Growth & Readiness for Expansion
- Prepare the function for further international expansion — ensuring scalable systems, processes, and resourcing to support new physical locations, time zones, and channels.
- Lead or sponsor key projects that enhance our ability to engage, retain, and grow our customer base globally.
- Keep ahead of emerging best practices in D2C customer experience — bringing fresh ideas and technologies that keep Christopher Ward at the forefront.
Qualifications
- Proven senior leadership experience in customer service, after sales, or customer experience — ideally within premium/luxury D2C retail or a comparable multi-region environment.
- Track record of designing and implementing strategies that deliver measurable improvements in satisfaction, efficiency, and loyalty.
- Experience building and managing multi-region teams — including setting structure, driving performance, and developing talent.
- Strong commercial awareness with a clear ability to link CX improvements to growth and profitability.
- Confident using data and insight to influence senior stakeholders and shape business priorities.
- Experienced at managing complex escalations and customer risks calmly and professionally.
Required Skills
- Experience launching or expanding customer operations in new markets in wanted, but not essential, especially physical retail in North America.
- Knowledge of watchmaking, premium consumer goods, or luxury retail is a good to have.
- Familiarity with modern CRM, service, or CX platforms; with a mindset for driving best practice.
What Sets You Apart
- Passionate about creating world-class, consistent customer experiences.
- Pragmatic, solutions-focused and comfortable balancing strategic thinking with operational execution.
- Resilient and composed under pressure — trusted to lead in moments of challenge or change.
- Naturally collaborative — builds strong cross-functional and international relationships.
- A credible ambassador for the Christopher Ward brand, with high personal integrity and professionalism.
Hours & Location: Christopher Ward Maidenhead HQ: Monday to Friday, 09.00 – 17.00 UK time.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Industries
Retail Luxury Goods and Jewelry
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Head of Customer employer: CHRISTOPHER WARD (LONDON ) HOLDINGS LIMITED
Contact Detail:
CHRISTOPHER WARD (LONDON ) HOLDINGS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer
✨Tip Number 1
Familiarise yourself with Christopher Ward's brand values and customer experience philosophy. Understanding their commitment to premium service will help you align your vision and strategies with their expectations during discussions.
✨Tip Number 2
Network with current or former employees of Christopher Ward to gain insights into the company culture and customer operations. This can provide you with valuable information that you can reference in conversations with the hiring team.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led customer experience initiatives in previous roles. Highlight measurable outcomes that demonstrate your ability to drive satisfaction and loyalty, as these are key aspects of the role.
✨Tip Number 4
Stay updated on the latest trends in luxury retail and customer experience. Being able to discuss emerging best practices and technologies will show your proactive approach and passion for enhancing customer journeys at Christopher Ward.
We think you need these skills to ace Head of Customer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Head of Customer position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling CV: Your CV should clearly showcase your senior leadership experience in customer service or related fields. Use specific examples of how you've improved customer satisfaction and operational efficiency in previous roles.
Write a Strong Cover Letter: In your cover letter, express your passion for creating exceptional customer experiences. Discuss your strategic vision for customer service and how it aligns with Christopher Ward's brand values.
Highlight Relevant Skills: Make sure to emphasise your skills in team leadership, data analysis, and cross-functional collaboration. Provide examples of how you've successfully managed complex escalations and driven improvements in customer experience.
How to prepare for a job interview at CHRISTOPHER WARD (LONDON ) HOLDINGS LIMITED
✨Understand the Brand
Before your interview, take some time to research Christopher Ward and its products. Familiarise yourself with their brand values and customer experience philosophy. This will help you align your answers with their expectations and demonstrate your genuine interest in the company.
✨Showcase Leadership Experience
As the Head of Customer, you'll need to exhibit strong leadership skills. Prepare examples from your past roles where you've successfully led teams, implemented strategies, or improved customer satisfaction. Be ready to discuss how you can inspire and develop a geographically diverse team.
✨Data-Driven Decision Making
Highlight your ability to use data to drive decisions. Be prepared to discuss specific KPIs you've tracked in previous roles and how you've used insights to improve customer experiences. This will show that you can effectively manage performance and demonstrate impact to senior leadership.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex customer issues. Think of examples where you've resolved escalations or improved processes. This will showcase your operational excellence and readiness for challenges in the role.
