Head of Customer Experience

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.

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.