At a Glance
- Tasks: Lead customer excellence initiatives and transform the contact centre into a digital-first model.
- Company: Join a leading transport and logistics firm focused on customer satisfaction.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Be a key player in driving customer-focused improvements across the business.
- Why this job: Shape the future of customer experience in a dynamic, multi-site environment.
- Qualifications: Proven leadership in customer experience and service transformation.
The predicted salary is between 60000 - 80000 € per year.
Freshminds has been retained by a large transport and logistics firm to find a Head of Customer Excellence. Reporting to the Director of Transformation, you will lead the customer excellence agenda across a complex, multi-site operation, translating customer insight into actionable programmes that improve customer outcomes and drive measurable performance improvement.
Responsibilities:
- Lead customer insight and NPS programmes, translating data into clear, prioritised improvement initiatives.
- Own and evolve the contact centre function, including transformation to a digital-first operating model.
- Define and embed customer experience strategy, aligning service levels with commercial and operational objectives.
- Establish governance frameworks to drive delivery of customer-focused improvement initiatives across the business.
- Act as a visible advocate for the customer, influencing senior stakeholders across commercial, marketing and operations.
Requirements:
- Senior customer experience, insight or service transformation leadership experience.
- Strong track record of translating customer insight into delivered operational change.
- Experience leading contact centre or service model transformation programmes.
- Proven ability to influence and align senior stakeholders across commercial and operational functions.
- Strategic mindset combined with a pragmatic, delivery-focused approach.
Head of Customer Excellence in City of London employer: Freshminds
As a leading transport and logistics firm, we pride ourselves on fostering a dynamic work culture that prioritises customer excellence and innovation. Our employees benefit from comprehensive professional development opportunities, a collaborative environment, and the chance to make a tangible impact on customer satisfaction across our multi-site operations. Join us in a role where your insights will drive meaningful change and enhance our service delivery, all while being part of a supportive team dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Excellence in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the transport and logistics sector, especially those who are already in customer excellence roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your expertise! Prepare a presentation or a case study that highlights your experience in leading customer insight programmes and transforming service models. This will set you apart during interviews.
✨Tip Number 3
Be proactive! Don’t just wait for job postings. Reach out directly to companies you admire, like the one looking for a Head of Customer Excellence. Express your interest and share how you can add value.
✨Tip Number 4
Keep it digital! Make sure your LinkedIn profile is up-to-date and reflects your achievements in customer experience and transformation. Also, apply through our website for a smoother application process!
We think you need these skills to ace Head of Customer Excellence in City of London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer excellence and service transformation. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Impact:When detailing your past roles, focus on the measurable outcomes of your initiatives. Use numbers and specific examples to illustrate how you've improved customer experiences or driven performance improvements. We love seeing tangible results!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can advocate for the customer and influence stakeholders, so don’t be afraid to express your passion for customer excellence and how it drives you.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Freshminds
✨Know Your Customer Insights
Make sure you dive deep into customer insights and NPS programmes before the interview. Be ready to discuss how you've translated data into actionable initiatives in your previous roles. This will show that you understand the importance of customer feedback and can drive performance improvement.
✨Showcase Your Transformation Experience
Prepare specific examples of how you've led contact centre or service model transformations. Highlight the challenges you faced, the strategies you implemented, and the measurable outcomes achieved. This will demonstrate your capability to evolve operations into a digital-first model.
✨Align with Business Objectives
Familiarise yourself with the company's commercial and operational objectives. During the interview, articulate how your customer experience strategy can align with these goals. This shows that you’re not just focused on customer satisfaction but also on driving business success.
✨Be a Customer Advocate
Prepare to discuss how you've acted as an advocate for customers in past roles. Think about how you influenced senior stakeholders and drove customer-focused initiatives. This will highlight your ability to navigate complex organisational structures while keeping the customer at the forefront.
