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For Companies At a Glance
- Tasks: Lead a dynamic customer support team to deliver exceptional experiences and drive customer satisfaction.
- Company: Join a fast-growing e-commerce business with a focus on innovation and customer care.
- Benefits: Enjoy a competitive salary, private medical insurance, and a flexible workplace.
- Other info: Be part of a culture that values feedback, collaboration, and continuous learning.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Proven leadership in customer support and experience in fast-paced retail environments.
The predicted salary is between 60000 - 80000 £ per year.
We are recruiting for a head of customer experience to lead our incredible customer support team.
Key Responsibilities
- Drive the delivery of outstanding customer experience, ensuring customer satisfaction is consistently high.
- Develop strategies and initiatives to improve customer retention by providing prompt, empathetic, and effective solutions to customer inquiries.
- Design, implement, and refine customer service processes to ensure scalability as the business grows.
- Set up best-in-class service standards and continuously optimise workflows to enhance efficiency and service quality.
- Work closely with other departments (such as operations, finance, product, and marketing) to address customer issues, streamline workflows, and gather customer feedback that can drive product or service improvements.
- Collect, analyse, and act on customer feedback to improve service offerings and resolve recurring issues.
- Provide regular reports and insights to senior leadership, highlighting trends and making data-driven recommendations for improvements.
- Develop and implement comprehensive customer support reporting systems to measure KPIs across the department and individual team members.
- Use data-driven insights to monitor performance, identify trends, and drive continuous improvement.
- As the company scales, develop and implement strategies to grow the customer support function effectively, ensuring a seamless and efficient experience as the team expands and as the customer base grows.
- Day-to-day carrier relationship management, acting as a point of contact for logistics and delivery partners.
- Proactively collaborate with partners to resolve operations issues and improve customer experience of carrier services.
- Handle high-level escalations and complex customer issues with professionalism and tact.
- Ensure that all escalated cases are resolved quickly and to the customer’s satisfaction, mitigating any potential negative impact on the business.
- Own upstream CS system issue resolution working in collaboration with systems and technology partners.
Team Leadership & Development
- Lead, manage, and mentor a growing customer support team.
- Ensure each member of the team is equipped with the skills and support they need to thrive.
- Foster a culture of high performance, feedback, collaboration, and continuous learning.
- Establish clear performance metrics and KPIs to monitor team performance, providing regular feedback and coaching to ensure service levels are maintained.
- Identify opportunities for improvement and create action plans to address any areas of concern.
- Plan for peak retail periods ensuring the team is adequately staffed and resourced to maintain the same high levels of customer service.
- Develop strategies to hire, train, and onboard seasonal or temporary staff to meet demand without compromising on quality.
Skills, Knowledge and Expertise
- Proven experience leading large customer support teams (experience managing teams of 20+ people is ideal).
- Have previously worked in a fast-growing e-commerce business, understanding the nuances and challenges of providing customer support in a retail setting.
- Experience managing and developing courier relationships to ensure we are providing the best service and communications to our customers.
- Solid experience in setting performance targets, monitoring team KPIs, and providing constructive feedback to improve individual and team performance.
- Exceptional skills in handling customer complaints and resolving issues in a way that strengthens customer loyalty.
- Ability to manage escalations and high-pressure situations effectively.
- Comfortable working in a fast-paced, evolving environment.
- Ability to thrive under pressure while maintaining a positive and supportive team environment.
- Experience with customer service platforms and utilisation of AI tooling to support better customer experience (e.g., DIXA, Zendesk, Freshdesk, or similar) and CRM / CMS systems.
Benefits
- Business-wide bonus structure
- Regular in office wellness events
- Private Medical Insurance
- Flexible workplace (3 days a week in our Manchester office)
- 33 days holiday (inclusive of Bank Holidays)
- Day off on your Birthday
- 50% staff discount
Head of Customer Experience in Manchester employer: Adanola group
Contact Detail:
Adanola group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Manchester
✨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. We want to see you shine, so practice common interview questions and think about how your experience aligns with their needs.
✨Tip Number 3
Showcase your skills during interviews! Bring examples of how you've improved customer experiences in the past. We love seeing real-life applications of your expertise.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Experience in Manchester
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 leading customer support teams and any relevant e-commerce background. We want to see how your skills align with our mission!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Whether it’s improving customer satisfaction scores or streamlining processes, we love to see quantifiable results that show how you’ve made a difference.
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for customer experience and how you approach challenges.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Adanola group
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in e-commerce. Be ready to discuss how you've previously improved customer satisfaction and retention, and have some examples of successful strategies you've implemented.
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll be leading a team. Prepare to talk about your leadership style and how you've developed and mentored teams in the past. Think of specific instances where your guidance led to improved performance or morale.
✨Data-Driven Decision Making
Familiarise yourself with key performance indicators (KPIs) relevant to customer support. Be prepared to discuss how you've used data to drive improvements in service quality and efficiency. Bring examples of reports or insights you've provided to senior leadership.
✨Handle Escalations Like a Pro
Expect questions about how you manage high-pressure situations and escalated customer issues. Have a few stories ready that demonstrate your ability to resolve complex problems while maintaining professionalism and empathy.