At a Glance
- Tasks: Lead and transform customer experience across 200 client accounts, focusing on satisfaction and retention.
- Company: Purpose-driven company making a real impact in customer service solutions.
- Benefits: Competitive salary, bonus, flexible working, and generous holiday allowance.
- Other info: Join a supportive team and thrive in a culture that values reliability and trust.
- Why this job: Take ownership of customer experience and drive meaningful change in a dynamic environment.
- Qualifications: Extensive leadership experience in customer experience and account management.
The predicted salary is between 70000 - 90000 £ per year.
The Company is a purpose-driven, commercially sharp business where decisions genuinely impact lives. A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key. Backed by serious investment and on a journey to optimise their customer journey!
This is a pivotal role, within one of the UK’s largest service operations. Join in the leadership role and take immediate ownership of the client management and client support functions. Lead, shape, and elevate the customer experience across all touchpoints, transforming service delivery, embedding a customer-centric culture, and creating an integrated, data-driven approach to customer satisfaction and retention.
Working across c.200 client accounts, you’ll focus primarily on the top 10% looking at how to improve customer satisfaction, customer retention and really optimise how the customer is championed and supported internally. They’ll admit to being behind the curve on optimal customer centricity, so you’ll have real autonomy and authority to come in, ideate, execute and own the transformation!
The ideal candidate is a customer obsessed professional with experience of hands-on, enterprise client management, team leadership and business optimisation/transformation. As much as this is a change bringing role, you need to be confident and competent managing up and down and win the hearts and minds of a well-established workforce. You know how to manage complex, regulated service environments, and be comfortable getting into the weeds one day, and then stepping back and taking a broader picture look the next day. You need to be as comfortable inspiring our team as you are inspiring clients.
You’ll demonstrate:
- Extensive leadership experience in Customer Experience, Customer Success, or Contact Centre operations.
- Proven success overseeing account management and complaints or escalation teams.
- Experience designing and embedding customer journeys within a B2B environment.
- Experience partnering with Sales to drive renewals, customer health planning, and upsell opportunities.
You can work with customers to deliver exceptional experiences and outcomes, understanding their challenges and being the advocate for improvement, alongside your leadership team. You know how to use data, systems, and technology to drive smarter service delivery. You’re confident managing multiple stakeholders, including senior leadership and key clients. You can balance client demand, commercial accountability with a deep understanding of people and culture. You’re calm under pressure and thrive in environments where reliability and trust matter most. You bring an engaging, empowering leadership style, enabling strong managers to own their domains and grow.
The package includes £70,000 - £90,000 plus 15% bonus and car allowance, 26 days holiday plus bank holidays, increased pension contribution, private medical insurance, life assurance, and flexible, hybrid working, with a Hampshire office.
Head of Customer Experience employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Join a purpose-driven company that prioritises customer experience and offers a dynamic work culture where your decisions can make a real impact. With significant investment in optimising customer journeys, you'll have the autonomy to lead transformative initiatives while enjoying a competitive salary, generous benefits, and opportunities for professional growth in a supportive environment. Located in Hampshire, the company promotes flexible, hybrid working arrangements, ensuring a healthy work-life balance for all employees.
Contact Details:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just a fit for the role, but also for their team. We want to see your passion for customer experience!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs. Highlight your leadership skills and how you can transform their customer journey.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your passion for customer experience shine through. We want to see how you've made a difference in previous roles and how you can bring that energy to our team!
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in customer success and account management. We love seeing how your skills align with our mission to optimise the customer journey!
Be Authentic:Don’t be afraid to show your personality! We’re looking for someone who can inspire both our team and clients, so let us get to know the real you in your written application.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know the Company Inside Out
Before your interview, dive deep into the company's mission and values. Understand their customer service solutions and how they impact lives. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Leadership Style
As a Head of Customer Experience, your leadership style is crucial. Be ready to discuss specific examples of how you've inspired teams and managed change. Highlight your ability to balance client demands with team empowerment, as this is key for the role.
✨Prepare Data-Driven Insights
Since the role involves optimising customer journeys, come prepared with data-driven insights from your previous experiences. Discuss how you've used data to improve customer satisfaction and retention, and be ready to suggest innovative ideas for their current challenges.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions that demonstrate your understanding of the company’s current position and future aspirations. Ask about their vision for customer experience transformation and how you can contribute to that journey.
