At a Glance
- Tasks: Lead customer excellence initiatives and transform the contact centre into a digital-first model.
- Company: Join a large 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 influencer among senior stakeholders and advocate for customer needs.
- Why this job: Shape customer experience strategies and drive meaningful change across a multi-site operation.
- Qualifications: Proven leadership in customer experience and service transformation.
The predicted salary is between 70000 - 90000 € 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 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 expertise will not only drive performance improvement but also shape the future of customer experience in our industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Excellence
✨Tip Number 1
Network like a pro! Reach out to people in the transport and logistics sector, especially those who work in customer excellence. Use LinkedIn to connect and engage with them; you never know who might have a lead on your dream job.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s customer experience strategies. Familiarise yourself with their NPS programmes and think of ways you can enhance their current initiatives. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you email that highlights a key point from your conversation. It shows your enthusiasm and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you stand out. Plus, it’s a great way to show your commitment to the role and the company. Let’s get you that Head of Customer Excellence position!
We think you need these skills to ace Head of Customer Excellence
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 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 share 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 shows you’re keen to join our team!
How to prepare for a job interview at Freshminds
✨Know Your Customer Insights
Make sure you dive deep into the customer insight and NPS programmes relevant to the role. Be prepared to discuss how you've previously translated data into actionable initiatives that improved customer outcomes. This shows you understand the core of what the Head of Customer Excellence role entails.
✨Showcase Your Transformation Experience
Highlight your experience in leading contact centre or service model transformations. Bring specific examples of how you've successfully implemented a digital-first operating model, as this is crucial for the position. We want to see your strategic mindset in action!
✨Engage with Stakeholders
Demonstrate your ability to influence and align senior stakeholders. Prepare anecdotes that showcase your skills in advocating for the customer while balancing commercial and operational objectives. This will illustrate your capability to navigate complex organisational structures.
✨Emphasise Governance Frameworks
Discuss your experience in establishing governance frameworks for customer-focused initiatives. Be ready to explain how these frameworks have driven delivery and improved performance in past roles. This will show your pragmatic, delivery-focused approach that aligns with the company's goals.
