At a Glance
- Tasks: Lead and shape the end-to-end customer journey for a growing eCommerce brand.
- Company: Dynamic KBB Interiors brand focused on exceptional customer experiences.
- Benefits: Competitive salary up to £45,000 and opportunities for professional development.
- Other info: Join a supportive team and drive strategic initiatives at a senior level.
- Why this job: Make a real impact by transforming customer service into a market-leading experience.
- Qualifications: Experience in customer experience leadership within the KBB eCommerce sector.
The predicted salary is between 45000 - 45000 £ per year.
Central Employment are working with a scaling Online Retail, KBB Interiors brand, as they look to appoint a e Commerce Head of Customer Experience, joining there SLT.
Full-time office based, Stockton on Tees
About the Role
We are seeking an experienced and commercially focused e Commerce Head of Customer Experience to lead and shape there end-to-end customer journey.
This is a strategic leadership position for someone who has spent several years operating at Head of Customer Experience level within a KBB (Kitchen, Bedroom & Bathroom) e-commerce business and has successfully transformed customer service into a market-leading customer experience function.
You will be responsible for developing and delivering the company's Customer Experience strategy, ensuring every customer interaction reflects our brand values while driving customer loyalty, advocacy and commercial performance.
Working closely with the Board and senior leadership team, you will use customer insight, data and operational excellence to create a best-in-class experience across all touchpoints.
Key Responsibilities
- Develop and execute a company-wide Customer Experience strategy aligned to business objectives.
- Present customer performance, insights and strategic recommendations directly to the Board.
- Champion a customer-first culture across all departments.
- Lead the evolution of customer service into a proactive customer experience function.
- Map, analyse and continually improve the end-to-end customer journey.
- Own and improve NPS, CSAT, CES and Voice of Customer programmes.
- Develop KPIs, SLAs and executive dashboards.
- Work cross-functionally with Sales, Marketing, Operations, Logistics and Installation teams.
- Lead, coach and develop Customer Experience and Customer Service managers.
Essential Experience
- Several years' experience as a Head of Customer Experience or equivalent senior leadership role.
- Strong background within the KBB industry.
- Experience in a fast-paced e-commerce and omnichannel retail environment.
- Proven success implementing a customer experience strategy.
- Board-level reporting and stakeholder management experience.
- Demonstrable improvements in customer satisfaction and operational performance.
- Technical & Professional Skills
- Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes.
- Customer journey mapping.
- CRM systems and customer analytics.
- KPI and dashboard development.
- Customer service leadership.
- Change management and continuous improvement.
- Leadership Competencies
- Strategic thinking
- Commercial acumen
- Inspirational leadership
- Customer focus
- Analytical decision-making
- Stakeholder management
- Change leadership
- Key Performance Indicators
- NPS improvement
- CSAT improvement
- Customer Effort Score
- First Contact Resolution
- Complaint reduction
- Customer retention
- Service response times
- Online review ratings
- Employee engagement
Qualifications
- Degree or equivalent experience.
- CX or Customer Service leadership qualifications desirable.
- Evidence of ongoing professional development.
Head of eCommerce Customer Experience employer: Central Employment
Central Employment is an excellent employer that fosters a collaborative and innovative work culture in Teesside, where employees are encouraged to develop their skills and grow within the company. With a focus on employee satisfaction and professional development, you will have access to tailored training opportunities and the chance to work with diverse clients, making your role both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Head of eCommerce Customer Experience
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Central Employment are looking for when hiring for a Head of eCommerce Customer Experience.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Central Employment for the Head of eCommerce Customer Experience, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Central Employment as a Head of eCommerce Customer Experience, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Central Employment’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Head of eCommerce Customer Experience.
We think you need these skills to ace Head of eCommerce Customer Experience
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Central Employment, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Central Employment's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Central Employment. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Central Employment
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Central Employment uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Central Employment. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
