Head of Customer Experience

Head of Customer Experience In 1973, Karndean started life as a small family business. Now we are one of the world’s most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a dedicated and dynamic Head of Customer Experience, who leads our customer sales teams and ensures the delivery of a seamless customer experience across all stages and touchpoints in our customers’ journey. This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer satisfaction, NPS, customer retention, and new business growth. Responsibilities: Team Leadership: Lead, mentor, and motivate a team of customer service advisors who also handle customer sales orders, ensuring they provide excellent customer service. Customer Experience Strategy: Develop and implement the overall customer experience strategy, collaborating with cross-functional teams to ensure a unified approach. Customer Journey Mapping: Map customer journeys across all products, services, and brands to identify and enhance key touchpoints. Sales Order Management: Oversee the accurate and timely processing of customer sales orders, ensuring compliance with company policies and procedures. Data and Analytics: Establish and roll out the company’s customer experience roadmap, leveraging technology, data, and analytics to provide a 360-degree view of the customer experience. Performance Metrics: Create and implement an analytics framework to measure customer experience KPIs, customer sentiment, and success metrics. Continuous Improvement: Identify and implement tools and technologies to manage, measure, and improve customer experience, and recommend changes to improve business outcomes. Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to ensure a cohesive approach to customer experience and sales order management. Issue Resolution: Handle and resolve complex customer complaints and issues, ensuring a satisfactory resolution for both the customer and the company. Training and Development: Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge to excel in their roles. Requirements: Strong experience leading a customer service and sales advisor environment. Strong interpersonal skills and a proven track record of creating alignment across functions. Demonstrable understanding of emerging customer experience channels and technology, including CRM and customer support technologies. Experience in recommending and implementing creative solutions to drive increases in NPS, customer satisfaction, retention, and online review scores. Ability to influence stakeholders to gain alignment and prioritize cross-functional initiatives. Strong prioritizing, planning, analytical, presentation, and problem-solving skills. Proficient in Microsoft Applications (Word, Excel, and PowerPoint), CRM, and customer service solutions. Excellent oral and written communication skills. A customer-centric mindset and advocate for listening to the voice of the customer. Proven ability to create shared vision, inspire collaboration, and drive change with momentum. Demonstrated improvement of brand experience, driving customer retention, reducing churn, and increasing customer satisfaction. Our Company: Karndean Designflooring UK is based in Evesham, Worcestershire across three sites with excellent facilities. We offer a huge range of benefits but here are some of the headlines: Competitive salary Employee discount Health cash plan Private Health Care 24 days holiday (increasing with service) + all BHs + a day off for your birthday Enhanced pension scheme Car allowance Enhanced maternity and paternity benefits Enhanced sick pay Learning and development opportunities Paid Volunteering day Enhanced bonus scheme As part of our company you will enjoy working with a team of incredibly passionate, fun people and have the opportunity to contribute innovative ideas direct to the executive leadership team as well as progressing your career. At Karndean we are committed to recruiting and retaining a diverse workforce with an equitable, inclusive environment.