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For Companies At a Glance
- Tasks: Lead and enhance customer service strategy to boost satisfaction and loyalty.
- Company: Hunza G, a brand committed to exceptional customer experiences.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Make a real impact by shaping customer experiences and driving brand loyalty.
- Qualifications: Experience in customer service and strong analytical skills.
- Other info: Join a passionate team focused on delivering personalised service.
The predicted salary is between 36000 - 60000 £ per year.
As Customer Experience Lead, you will own and evolve Hunza G’s end-to-end customer service strategy, using data, insights and performance metrics to continuously elevate service levels and customer satisfaction. You will lead the customer care team to ensure every interaction reflects the brand’s commitment to exceptional service, warmth and personalised experience while translating customer feedback into measurable improvements across the business. Combining analytical rigour with a customer-first mindset, you will use customer service insights to inform decision-making, optimise operational performance and drive loyalty, retention and revenue. You will position customer experience as a strategic growth lever, embedding best-in-class service standards and leveraging the function as both a brand and sales engine.
Core Responsibilities
- Build on existing frameworks to define and deliver a data-led customer experience strategy, using insights from key channels, platforms and the customer service tech stack to improve service levels, trust and retention against clearly defined KPIs.
- Analyse customer feedback, contact drivers and service performance data to generate actionable insights that inform wider business strategy, product decisions and operational improvements.
- Own and optimise customer satisfaction metrics across all relevant platforms, driving continuous improvement in customer-facing scores.
- Lead and develop in-house and third-party customer care teams, aligning resourcing models to seasonal demand and performance data while ensuring consistent, elevated communication of Hunza G’s customer-first ethos and brand values.
- Define, implement and monitor customer service SLAs, balancing efficiency, responsiveness and quality to deliver improved service levels without compromising the customer experience.
- Partner with commercial and marketing teams to support and scale the clienteling strategy, leveraging customer insights, initiatives and platforms to drive revenue while maintaining a personalised, relationship-led approach.
- Establish structured feedback loops with cross-functional teams, translating customer pain points, trends and service data into tangible solutions that improve processes, policies and the end-to-end customer journey.
- Undertake any other reasonable responsibilities required to ensure the smooth and effective operation of the customer experience function.
Customer Experience Lead employer: Hunza G
Contact Detail:
Hunza G Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategy. Show them you’re not just another candidate; you’re genuinely interested in how you can contribute to their mission of exceptional service.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with their needs. Use specific examples that highlight your analytical skills and customer-first mindset to demonstrate your fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through. We want to see how you can bring warmth and a personalised touch to the role, so share any relevant experiences that highlight your commitment to exceptional service.
Be Data-Driven: Since this role involves using data to inform decisions, make sure to mention any experience you have with analysing customer feedback or performance metrics. We love candidates who can combine analytical skills with a customer-first mindset!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific responsibilities and values outlined in the job description. Show us how your skills align with our mission at Hunza G.
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 the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Hunza G
✨Know the Company Inside Out
Before your interview, make sure you research Hunza G thoroughly. Understand their brand values, customer service ethos, and recent initiatives. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Analytical Skills
As a Customer Experience Lead, you'll need to demonstrate your ability to analyse data and derive actionable insights. Prepare examples from your past experiences where you've used data to improve customer satisfaction or operational performance. Be ready to discuss specific metrics and outcomes.
✨Emphasise Team Leadership Experience
Highlight your experience in leading customer care teams. Share stories that illustrate how you've developed team members, aligned resources with demand, and maintained high service standards. This will show that you can manage and inspire a team effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer service scenarios. Think about challenges you've faced in the past and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
