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 across commercial, marketing, and operations teams.
- 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 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 in 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 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 in 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 open doors and give you insider info on what companies are really looking for.
✨Tip Number 2
Showcase your expertise! Prepare a portfolio or case studies that highlight your past successes in customer experience and service transformation. This will help you stand out and demonstrate your ability to drive measurable performance improvements.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out directly to companies you admire and express your interest in their customer excellence initiatives. You never know when an opportunity might arise!
✨Tip Number 4
Apply through our website! We make it easy for you to find roles that match your skills and aspirations. Plus, we’re always on the lookout for passionate individuals who can lead customer excellence initiatives.
We think you need these skills to ace Head of Customer Excellence in 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 of Head of Customer Excellence, so don’t hold back on showcasing your relevant achievements!
Showcase Your Impact:When detailing your past roles, focus on the measurable outcomes you’ve achieved. Use data and examples to illustrate how you've translated customer insights into actionable programmes that improved performance. We love numbers that tell a story!
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 show us your passion for customer experience 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 the company's customer insight and NPS programmes. Be prepared to discuss how you've previously translated data into actionable initiatives. This shows that you understand the importance of customer feedback and can drive real change.
✨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. This will demonstrate your capability to evolve the contact centre function effectively.
✨Align with Business Objectives
Familiarise yourself with the company's commercial and operational objectives. During the interview, articulate how you would define and embed a customer experience strategy that aligns with these goals. This shows that you're not just focused on customer satisfaction but also on driving business performance.
✨Be a Customer Advocate
Prepare to discuss how you've acted as a visible advocate for customers in previous roles. Think about ways you've influenced senior stakeholders across various functions. This will highlight your ability to champion customer needs while balancing business priorities.
