At a Glance
- Tasks: Lead customer experience transformation, shaping support for expectant and new parents.
- Company: Mamas & Papas, a forward-thinking brand dedicated to customer-centric parenting solutions.
- Benefits: 33 days holiday, flexible working, significant discounts, and supportive family policies.
- Other info: Hybrid working model with a vibrant office culture and excellent career growth opportunities.
- Why this job: Make a real impact on parents' journeys and help shape the future of parenting.
- Qualifications: Strong insight into customer needs and experience in strategic roles.
The predicted salary is between 44709 - 54645 £ per year.
Reporting directly to the COO/CEO, this unique cross-functional role will own the parent and customer experience agenda for Mamas & Papas, shaping how we support expectant and new parents through the moments that matter most. As a business, we are committed to becoming truly customer-centric, ensuring every decision we make starts with understanding the needs, concerns and aspirations of parents. This role will champion the voice of the customer across the organisation, breaking down functional silos and ensuring that retail, digital, customer care, marketing, product and commercial teams work together to deliver a seamless, consistent and exceptional experience.
This is one of our top transformation missions, creating a unique end-to-end experience that helps expectant parents confidently navigate one of the most important purchasing decisions they will ever make. Beyond this, the role will expand into adjacent customer moments including Baby Lists, Registries, Gift Lists, Gifting, Post-Purchase Support and other key parent journeys, building a connected ecosystem of experiences that strengthens customer engagement and lifetime value.
This is a high-profile, influential role that combines customer insight, strategic vision, entrepreneurial flair and commercial execution. You will be responsible for identifying friction points across the customer journey, designing innovative solutions, and embedding a customer-first mindset throughout the organisation. Your challenge is to create world-class, seamless omnichannel experiences spanning retail, digital and customer care touchpoints that not only drive significant incremental revenue and customer loyalty, but also establish Mamas & Papas as the most trusted and customer-centric parenting brand in our markets. By deeply understanding parents and continuously improving how we serve them, you will help build a platform for future UK and international growth.
This full-time role will be based a minimum of 2 days a week at our Huddersfield, West Yorkshire Head Office (HD5 0RH), with travel to nationwide UK and Republic of Ireland stores.
Benefits:
- 33 days holiday, increasing up to 40 with service.
- Buy & Sell holiday schemes.
- Company Bonus Schemes.
- Employer pension contribution from day 1 enrolment.
- Significant staff discounts for family & friends from our shops & online.
- Ongoing offers & discounts across a variety of external organisations, from holidays, travel, restaurants, gifts & services to many more worthy discounts through our Benefits Hub.
- Subsidised health & critical illness cover and insurances.
- Supportive family-related leave policies (including company enhanced pay for maternity, IVF & Fertility, surrogacy, paternity, adoption, shared parental leave).
- Supportive Foster Care & Carers Leave offering.
- Support for Loss and Bereavement.
- A Menopause Friendly Employer.
- Employee Recognition and Appreciation Schemes.
At Mamas & Papas, we’re a business for the future. Every day, we help to welcome a new generation of children into the world, and we want them to grow up in a world that’s sustainable – one that’s full of opportunity and hope.
We also operate at Head Office Hybrid flexi office working with 2 days working from home. Flexi-time schemes based around core working hours whether in the office or working from home. Plus, free car parking, Prayer & Contemplation room, subsidised canteen, free tea & coffee, Games & TV rooms & much more.
Customer Experience Transformation Lead in Crowborough employer: Mamas & Papas
Mamas & Papas is an excellent employer, offering a vibrant work culture that prioritises customer service and teamwork in the heart of Leicester. Employees enjoy competitive benefits, including discounts on products, and have ample opportunities for personal and professional growth within the retail sector, making it a rewarding place to build a career in baby and children's products.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Transformation Lead in Crowborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mamas & Papas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mamas & Papas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Transformation Lead in Crowborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mamas & Papas:Your cover letter is your chance to shine! Tell us why you want to work at Mamas & Papas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mamas & Papas!
How to prepare for a job interview at Mamas & Papas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
