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For Companies At a Glance
- Tasks: Lead the customer experience journey, ensuring exceptional service from browsing to delivery.
- Company: Join Debenhams, a historic brand evolving into Britain's leading online department store.
- Benefits: Enjoy a dynamic work environment with opportunities for innovation and growth.
- Why this job: Be part of shaping the future of retail while enhancing customer satisfaction and loyalty.
- Qualifications: Proven experience in senior customer experience roles, preferably in Ecommerce or digital environments.
- Other info: Ideal for strategic thinkers passionate about creating exceptional customer experiences.
The predicted salary is between 43200 - 72000 £ per year.
You know all about our high street roots and bricks and mortar stores. Now, we’re looking to the future. Since 2021, we’ve embraced some changes. Debenhams hasn’t made a comeback—we’ve been here since 1778, evolving and adapting to the times. This is Debenhams today - Britain’s Leading Online Department Store. We are more than a department store—we are an institution. From creating the blueprint for designer collaborations with Designers at Debenhams to launching countless brands and inventing the beauty counter, we’ve consistently shaped the retail landscape. We don’t underestimate the power of our brand or the place we hold in people’s hearts. This is only the beginning of the next chapter for Debenhams. Britain needs Debenhams... Debenhams needs you!
Your Team
In Customer Experience, we look after the journey our customers take from browsing our site to getting their products into their hands. The brand's vision is to be the great British digital department store, so everything we do in customer experience contributes to this goal. We’re the cog that keeps everything turning, getting our amazing products in the hands of our customers at pace and exceeding their expectations.
Your Role
We focus on our customer experience to make sure it’s the best it can be – we won’t settle for less and we need someone to own this vision. Think innovation and plenty of problem-solving. You will be the all-important link between the technical teams that ensure our products are displayed correctly and the end-to-end operational supply chain, delivering exceptional end-to-end customer experiences, enhancing customer satisfaction, monitoring the performance of all our teams from a customer perspective, and ensuring things get done across a complex organisation with the ability to navigate internal relationships. Putting the customer and the entire customer journey at the forefront, communicating and taking accountability to leadership, and driving customer loyalty.
The ideal candidate will be a strategic thinker with a proven track record in customer experience management, data-driven decision-making, and cross-functional collaboration.
Your Skills, Knowledge and Experience
You will come with proven experience in a senior customer experience role, preferably within Ecommerce or a digital-first environment, while showing a deep understanding of customer behaviour and journey mapping. Show us your strong analytical skills with the ability to interpret data and turn insights into actionable strategies whilst having exceptional communication and interpersonal skills. We would like to see a strong track record of improving customer satisfaction and loyalty through innovative strategies with a customer-centric mindset and a passion for creating exceptional customer experiences.
Head of Customer Experience employer: Boohoo Group PLC
Contact Detail:
Boohoo Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarise yourself with Debenhams' history and evolution into a digital-first retailer. Understanding our roots and how we've adapted over the years will help you align your vision for customer experience with our brand's journey.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully navigated complex organisational structures in previous roles. This will demonstrate your ability to manage cross-functional collaboration effectively.
✨Tip Number 3
Highlight your experience with data-driven decision-making. Be ready to discuss specific metrics or KPIs you've improved in past roles, as this aligns perfectly with our focus on enhancing customer satisfaction through analytical insights.
✨Tip Number 4
Prepare to discuss innovative strategies you've implemented to boost customer loyalty. We want to see your passion for creating exceptional customer experiences, so think about how you can bring fresh ideas to our team.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the Head of Customer Experience role. Pay attention to the key responsibilities and required skills mentioned in the job description, such as customer journey mapping and data-driven decision-making.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience management, especially in Ecommerce or digital environments. Use specific examples that demonstrate your analytical skills and successful strategies you've implemented to improve customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your strategic thinking abilities. Mention how your previous roles align with Debenhams' vision of being the leading digital department store and how you can contribute to enhancing customer loyalty.
Showcase Your Achievements: In both your CV and cover letter, include quantifiable achievements that reflect your impact on customer satisfaction and loyalty. Use metrics where possible to illustrate your success in previous roles, making it clear how you can bring similar results to Debenhams.
How to prepare for a job interview at Boohoo Group PLC
✨Understand the Brand's Evolution
Familiarise yourself with Debenhams' history and recent changes. Be prepared to discuss how your vision aligns with their goal of being Britain's leading online department store and how you can contribute to this evolution.
✨Showcase Your Customer-Centric Mindset
Prepare examples that demonstrate your commitment to enhancing customer experiences. Highlight specific strategies you've implemented in previous roles that improved customer satisfaction and loyalty.
✨Emphasise Data-Driven Decision Making
Be ready to discuss how you've used data analytics to inform your strategies. Share instances where your analytical skills led to actionable insights that positively impacted customer experience.
✨Demonstrate Cross-Functional Collaboration
Illustrate your ability to work across different teams. Provide examples of how you've successfully navigated complex organisational structures to deliver exceptional customer experiences.
