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- Tasks: Lead global customer support teams and enhance the customer experience.
- Company: Dynamic company focused on elevating customer service across multiple markets.
- Benefits: Competitive salary of £80,000 plus benefits and hybrid working options.
- Why this job: Make a real impact by transforming customer service operations in a fast-paced environment.
- Qualifications: Proven leadership in customer service, ideally with D2C experience.
- Other info: Join a collaborative team in Central London with excellent growth opportunities.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for an experienced Head of Customer Service Operations to lead global customer support teams and elevate end-to-end customer experience. This is a senior leadership role with significant responsibility for operational performance, complaints, quality, resourcing, and commercial outcomes across multiple markets.
You’ll lead a team of specialists, own day-to-day service operations, and drive continuous improvement across delivery, complaints handling, quality assurance, and high-touch customer care. Acting as a key business partner, you’ll work cross-functionally with senior stakeholders, use data to inform decisions, and deliver initiatives aligned to wider company strategy. You’ll also oversee budgets, forecasting, recruitment, and the setup of consistent service standards in new markets.
This role suits someone who operates at pace, challenges the status quo, and balances analytical rigour with a strong bias to action. This role is based at our clients offices in Central London on a Hybrid working pattern (3 days on site, 2 from home).
Salary: £80,000 + Bens
About you:
- Proven leader in customer service or operations, ideally in a multi-market environment
- Commercially minded, with strong understanding of P&L, retention, and customer lifetime value
- D2C experience is essential with subscriptions being an added bonus!
- Confident communicator who can influence stakeholders and present insights clearly
- Comfortable with data tools, reporting, and building business cases
- Proactive, resilient, and accountable, with a hands-on approach to problem solving
Head of Customer Experience D2C in City of London employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience D2C in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills align with their needs. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've improved customer service operations in the past. Use data to back up your claims and demonstrate your impact on P&L and customer retention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Head of Customer Experience D2C in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in customer service operations and any D2C roles you've had. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for the Head of Customer Experience role. Share specific examples of how you've improved customer experiences in the past.
Showcase Your Leadership Skills: Since this is a senior role, we want to see your leadership style. Mention any teams you've led and how you’ve driven performance improvements. Don’t forget to include your approach to handling complaints and quality assurance!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Cactus Search
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics like NPS, CSAT, and customer lifetime value. Be ready to discuss how you've used these metrics in past roles to drive improvements and make data-driven decisions.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership style and how you've successfully led teams in a multi-market environment. Think about specific challenges you faced and how you motivated your team to overcome them.
✨Understand the Company’s Strategy
Research the company’s current customer service strategy and any recent initiatives they've launched. This will help you align your answers with their goals and demonstrate that you're proactive and informed.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Practice articulating your thought process and the steps you would take to resolve issues while maintaining high service standards.
