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- Tasks: Lead and transform customer experience across all touchpoints for a major service operation.
- Company: A purpose-driven leader in critical customer service solutions.
- Benefits: Competitive salary, impactful role, and the chance to shape customer satisfaction.
- Other info: Join a dynamic team with the autonomy to innovate and inspire.
- Why this job: Make a real difference in customer journeys and drive meaningful change.
- Qualifications: Extensive leadership experience in customer experience and client management.
The predicted salary is between 60000 - 80000 £ per year.
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 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.
Extensive leadership experience in Customer Experience, Customer Success, or Contact Centre operations. Proven success overseeing.
Head of Customer Experience in London employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for their team too. Tailor your answers to reflect their values and mission!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to be confident and articulate when discussing your experience and vision for customer experience.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Experience role. Highlight your experience in customer-centric environments and how you've transformed service delivery in the past. We want to see how you can bring that expertise to our team!
Showcase Your Leadership Skills: This role is all about leading and inspiring teams, so don’t hold back! Share specific examples of how you've successfully managed teams and improved customer satisfaction. We love seeing real-life stories that demonstrate your impact!
Be Data-Driven: Since this position involves creating a data-driven approach to customer satisfaction, make sure to mention any relevant metrics or KPIs you've worked with. We’re keen on candidates who can back up their strategies with solid data!
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’re considered for the role. Plus, it shows you’re proactive and ready to take the next step in your career!
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, values, and recent developments. Understanding their focus on customer-centricity and how they support various sectors will help you align your answers with their goals.
✨Showcase Your Leadership Style
Be ready to discuss your leadership approach and how you've successfully managed teams in the past. Share specific examples of how you've inspired your team and improved customer experiences, as this role is all about elevating service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific challenges in customer experience. Think about situations where you've transformed service delivery or improved customer satisfaction, and be prepared to explain your thought process and outcomes.
✨Demonstrate Your Data-Driven Mindset
Since the role involves creating a data-driven approach to customer satisfaction, be ready to discuss how you've used data to inform decisions in previous roles. Highlight any metrics or KPIs you've improved and how you plan to implement similar strategies here.