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- Tasks: Lead customer experience strategy and enhance customer interactions across various platforms.
- Company: Join instantprint, the UK's largest online printer, dedicated to helping businesses shine through print.
- Benefits: Enjoy perks like enhanced parental leave, health plans, free snacks, and regular social events.
- Why this job: Shape customer journeys in a fast-paced, ambitious environment with a supportive senior team.
- Qualifications: Proven leadership in customer service, strong commercial mindset, and experience in improving customer journeys.
- Other info: Office-based role in Rotherham with opportunities for personal growth and additional annual leave.
The predicted salary is between 32000 - 48000 £ per year.
Head of Customer Experience
instantprint – The UK’s largest online printer
At instantprint, we’re on a mission: to help businesses of all sizes look amazing through print – and to make it as easy as possible. With over a million small businesses already choosing us for their marketing materials, we’re growing fast, and we need the right leader to take our customer experience to the next level.
That’s where you come in.
We’re looking for a Head of Customer Experience who is dynamic, commercially focused, and passionate about building world-class customer journeys. You’ll lead our customer service and artwork support teams, acting as the voice of the customer at a senior level and driving improvements that keep customers coming back.
About the position:
Salary range £40,000 – £60,000, depending on experience
This position is office based 5 days a week at our office in Manvers, Rotherham.
Monday to Friday, 40 hours per week
What you’ll be doing
- Lead our Brands Customer Experience strategy – shaping how customers interact with us across phone, chat, email, and our ecommerce platform.
- Champion the customer – influence decisions across ecommerce, marketing, sales, and tech to ensure every touchpoint reflects our brand.
- Drive commercial impact – unlock upsell and retention opportunities, ensuring service excellence delivers both customer loyalty and revenue growth.
- Inspire and develop teams – coach and mentor managers, build training programmes, and create a high-performance culture.
- Optimise operations – oversee high-volume contact and artwork teams, implementing AI, automation, and smarter workflows to enhance efficiency without compromising service quality.
What we’re looking for
- Proven experience leading large, fast-paced customer service teams.
- A strong commercial mindset, with a background in sales, retention, or customer growth.
- Track record of improving customer journeys across multiple platforms (calls, chat, email, ecommerce).
- Experience implementing new processes and technologies to boost performance.
- A natural coach and motivator who can inspire teams to deliver their best.
Why join us?
At instantprint, you’ll join a business that’s ambitious, fast-moving, and committed to making a real difference for our customers. You’ll have the autonomy to shape our customer experience strategy, the support of a passionate senior team, and the opportunity to make a tangible impact on the growth of the UK’s largest online printer.
What we can offer you
- Enhanced maternity/paternity package
- Health cash plan
- Long Service gifts and awards
- Real living wage employer
- Discount/voucher schemes
- Company pension
- Wellbeing support, including access to mental health support lines and personal skills workshops such as managing your money
- Cycle to work scheme
- Free fruit, snacks, and beverages
- Regular social events and team-building activities, such as our annual summer festival and Christmas Party.
- Free On-site Parking
- 22 days annual leave (plus bank holidays) and the opportunity to earn additional days, the longer you work here
The Company
Established in 2012, Bluetree Group is the UK’s largest online printer and exists to manufacture and sell high volume, premium products through investing in its highly skilled team as well as the latest technology.
Bluetree\’s combined office, production, and training facilities are in Wath Upon Dearne, which is close to Sheffield, Rotherham, Barnsley, and Doncaster. Our state-of-the-art 165,000 square foot facility is just a 15-minute drive from either the M1 or A1M and boasts ample free on-site parking, the facility is also located on a major bus route which is just a few minutes away from the train stations of Mexborough, Swinton and Wombwell.
Once you walk through our doors, you realise that people are central to all our operations. It’s a place for curious and ambitious people at heart.
For Privacy information please follow this link to our privacy notice on our website under the home page https://www.bluetreegroup.co.uk
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Head of Customer Experience employer: Bluetree Group
Contact Detail:
Bluetree Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarise yourself with instantprint's customer experience strategy. Research their current processes and think about how you can enhance them. This will show your proactive approach and understanding of the role during any discussions.
✨Tip Number 2
Network with professionals in the customer experience field, especially those who have worked in fast-paced environments. Engaging with industry peers can provide insights into best practices and trends that you can bring to instantprint.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer journeys in previous roles. Highlight your commercial mindset and any successful strategies you've implemented that led to increased customer loyalty or revenue growth.
✨Tip Number 4
Showcase your leadership style by thinking about how you would inspire and develop teams at instantprint. Consider creating a brief outline of a training programme or team-building activity that aligns with their high-performance culture.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in leading customer service teams and improving customer journeys. Use specific examples that demonstrate your commercial mindset and ability to drive customer loyalty.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how you can contribute to instantprint's mission. Mention your leadership style and how you inspire teams to achieve high performance.
Showcase Relevant Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful implementation of new processes. This will help illustrate your impact in previous roles.
Research the Company: Familiarise yourself with instantprint's values, services, and customer base. Understanding their business model will allow you to align your application with their goals and demonstrate your genuine interest in the role.
How to prepare for a job interview at Bluetree Group
✨Understand the Customer Journey
Familiarise yourself with the entire customer journey at instantprint. Be prepared to discuss how you would enhance each touchpoint, from initial contact through to post-purchase follow-up.
✨Showcase Your Leadership Skills
Highlight your experience in leading large teams and how you've inspired them to achieve high performance. Prepare examples of how you've coached and developed team members in previous roles.
✨Demonstrate Commercial Acumen
Be ready to discuss your understanding of commercial impact in customer experience. Share specific instances where you've driven revenue growth through improved customer journeys or retention strategies.
✨Emphasise Innovation and Efficiency
Discuss any experience you have with implementing new technologies or processes that enhance operational efficiency. Be prepared to suggest ideas on how instantprint could leverage AI and automation in their customer service.
