Director of Customer Experience in London

Overview

This is not a traditional customer service leadership role. It's a Director-level opportunity to take full ownership of a customer function at the centre of a profitable, founder-led business growing 60–70% year on year, where customer experience directly impacts revenue, safety, brand and scale. If you want pace, ownership and the chance to build something that’s scaling fast, read on.

Why this role exists

The business has grown rapidly and outpaced its existing customer structure. Customer Experience here is far broader than "support". It includes:

• Guiding customers through a high-consideration, technical purchase
• Driving meaningful conversion through consultative, inbound-led sales
• Protecting the business through process discipline, accuracy and safety
• Scaling consistent standards across teams, channels and physical locations

The company now needs a senior leader who can run today’s operation while building what the function needs next.

The role (what you’ll actually own)

You will lead the full customer experience function, managing a team of 30–40 people across:

• Phone, email, live chat, messaging and social channels
• Pre-sales, after-sales and service operations
• A flagship-owned showroom and a growing partner showroom network

Your responsibilities include:

• Owning customer KPIs: response times, satisfaction, quality and sales conversion
• Leading both pre-purchase sales conversations and post-purchase service
• Designing and enforcing clear, repeatable processes where accuracy and safety matter
• Acting as the internal voice of the customer, feeding insight into journey and website improvements
• Spotting friction, inefficiency or risk early — and fixing it quickly
• Being visible, credible and hands-on with a large, relatively junior team

This is a role where you will think strategically and execute operationally — often in the same week.

A snapshot of the environment you’re joining

• The business has grown 60–70% year on year while remaining profitable
• Customer demand regularly outpaces internal capacity
• Small improvements (e.g. fixing a broken messaging flow) can materially impact conversion within weeks
• Leadership expects senior people to get close to detail, not manage at arm’s length
• You will have more to do on day one than most roles offer in two years.

What you get from this role

• A Director-level position with real ownership and influence
• The chance to shape a customer function that directly affects commercial outcomes
• A fast-moving, founder-led business with no external shareholders slowing decisions
• Clear scope expansion over the next 12–18 months (showrooms, installations, field service)
• A leadership team that expects challenge, initiative and practical problem-solving

If you enjoy change, pace and building at speed, this environment is energising. If you don’t, it will feel overwhelming.

This role is right for you if you...

• Have significant senior experience (circa 10+ years) leading customer experience or customer service in high-growth D2C or retail environments, or considered-purchase sectors (e.g. automotive, insurance, finance, complex products)
• Are comfortable owning both service quality and sales performance
• Enjoy working in a metrics-driven environment and are confident with dashboards and Excel
• Can design processes and ensure they are followed consistently at scale
• Are equally comfortable in strategic discussions and operational detail
• Have the presence and energy to lead a large, in-person team

This role is not right for you if you...

• Want to focus purely on customer service without sales accountability
• Avoid metrics, reporting or commercial pressure
• Prefer strategy-only roles with little hands-on execution
• Want a slow-moving or low-change environment
• Are looking for a mostly remote leadership position

Working pattern & package

Hybrid working, minimum 3 days per week onsite (Southampton)

Base salary c. £100k-£120k

Senior-level role with scope, influence and long-term growth

If you’re looking for a role where you can build, lead, and materially shape a customer experience function inside a rapidly scaling business, this is a rare opportunity. Apply now!