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- Tasks: Lead our Customer Support team and enhance customer experiences through training and process optimisation.
- Company: Join Elavate, a fast-growing wellness brand focused on quality collagen supplements.
- Benefits: Competitive salary, performance bonuses, and hybrid working model.
- Why this job: Make a real impact in the supplement industry while growing your career in a dynamic environment.
- Qualifications: Experience in customer service management and a passion for improving customer experiences.
- Other info: Fast-paced role with opportunities for innovation and personal growth.
The predicted salary is between 40000 - 55000 £ per year.
Salary: £40,000 to £55,000 Base (dependent on experience)
We are seeking a highly motivated and detail-oriented Head of Customer Experience & Training Coordinator to help support our virtual CS team and enhance customer experiences. In this role, you’ll primarily be assisting with day-to-day customer service operations via email and as a team lead you’ll assist in guiding our CS Agents, develop training materials, and provide hands-on training to ensure the team is equipped to deliver excellent service. Your contributions will help build strong customer relationships and support the growth of our business.
Working Type: Hybrid (3 days in office)
Location: Kennington
Note: Please read requirements before applying. This is a hybrid role with an expectation to work in our Kennington office 3 days a week.
Core Job Responsibilities:
- Directly manage the day-to-day operations of our Customer Support team while actively handling complex customer inquiries, subscription issues, and VIP customer communications.
- Build, optimize and document our customer service processes to improve response times, customer satisfaction, and team efficiency.
- Own key support metrics including NPS, first response time, and resolution time.
- Lead and develop our CS team through coaching, performance management, and regular feedback.
- Drive customer retention through proactive support initiatives.
Additional Functions:
- Act as the voice of the customer within the organization, providing regular insights and feedback to Product, Marketing, and Operations teams.
- Manage and optimize our help center content.
- Develop customer feedback loops to identify common issues, product improvement opportunities, and potential churn risks.
Success Metrics:
- Improve and maintain key CS metrics: NPS, First Response Time.
D2C Head of Customer Experience employer: Elavate
Contact Detail:
Elavate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land D2C Head of Customer Experience
✨Tip Number 1
Get to know the company inside out! Research Elavate's mission, values, and products. This way, when you chat with them, you can show off your knowledge and passion for their brand, making you stand out as a candidate who truly gets what they're about.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a leg up and help you tailor your approach.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience and team management. Think about specific examples from your past roles that demonstrate your skills in leading teams and enhancing customer satisfaction. We want you to shine!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you're proactive and genuinely interested in joining their team.
We think you need these skills to ace D2C Head of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Experience role. Highlight your experience in customer service and any leadership roles you've had. We want to see how your skills align with our mission at Elavate!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for enhancing customer experiences and how you can contribute to our growth. Be sure to mention why you're excited about joining a fast-growing wellness brand like Elavate.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to improve customer satisfaction and team performance. Numbers speak volumes, so if you’ve boosted NPS or reduced response times, let us know!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on being part of our journey!
How to prepare for a job interview at Elavate
✨Know the Company Inside Out
Before your interview, dive deep into Elavate's mission, values, and products. Understand their unique selling points, especially how they aim to revolutionise the collagen market. This knowledge will not only impress but also help you align your answers with their goals.
✨Showcase Your Customer-Centric Mindset
As a Head of Customer Experience, it's crucial to demonstrate your passion for customer satisfaction. Prepare examples from your past roles where you've successfully improved customer service processes or resolved complex issues. Highlight how these experiences can translate to enhancing Elavate's customer interactions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world situations. Think about how you would handle specific customer complaints or improve team efficiency. Practising these scenarios will help you articulate your thought process clearly during the interview.
✨Emphasise Leadership and Team Development
Since you'll be leading a team, be ready to discuss your leadership style and how you foster a positive culture. Share your strategies for coaching and developing team members, as well as how you plan to maintain high performance standards at Elavate.