Head Of Customer Experience

A fast-scaling, multi-brand direct-to-consumer eCommerce group is seeking a Head of Customer Experience to take full ownership of the end-to-end customer journey across multiple brands and international markets. Operating across the UK, North America, Australia and beyond, this business sells directly to consumers through Shopify-based platforms and is on an ambitious growth trajectory toward significant revenue milestones. Customer trust, retention, and brand loyalty sit at the heart of that ambition, and this role plays a critical part in delivering it.

This is a senior, hands-on leadership role, combining strategic ownership with operational execution, using data, systems, and AI to make customer experience a genuine competitive advantage. As Head of Customer Experience, you'll own and elevate every customer touchpoint, from pre-purchase through delivery, aftercare, and long-term retention, across multiple brands and territories. You'll lead a remote, 7-day-a-week customer service operation, supported by a Team Manager and a dedicated Quality Control function, while working closely with operations, product, marketing, and logistics teams. This role requires both strategic vision and sleeves-rolled-up execution. You'll set direction, solve systemic issues, and still be comfortable stepping into complex escalations when needed.

What's on offer:

• A senior, high-impact role with ownership of customer experience across multiple global brands
• Flexible working hours (after probation)
• Office-based leadership position in Poole, working closely with senior operational stakeholders
• Opportunity to shape CX as a core growth driver within a fast-scaling D2C group
• Strong investment in systems, data, and AI
• Competitive salary package aligned to seniority and experience
• 25 days holiday + BH
• Fantastic work social events (Trips abroad!)

Key responsibilities:

• Own the end-to-end customer experience across multiple brands, markets, and touchpoints, from pre-purchase through long-term retention.
• Define and execute a CX strategy aligned to growth, brand positioning, and customer lifetime value.
• Drive operational excellence, improving response times, resolution rates, satisfaction, and consistency at scale.
• Own complex escalations and high-impact customer issues, remaining hands-on where required.
• Optimise CX systems and tooling, with Gorgias at the core, leveraging automation and AI to improve efficiency and insight.
• Act as the voice of the customer, feeding insights into product, operations, fulfilment, and marketing teams.
• Ensure quality, compliance, and brand consistency across all customer communications and markets.

Experience required:

• Significant experience in a senior CX or customer operations leadership role within a B2C / D2C environment
• Proven ability to improve CX in ways that directly impact growth, retention, and efficiency
• Experience leading remote, multi-shift customer service teams at scale
• Strong hands-on experience with Gorgias (or similar platforms) in a Shopify-based business
• Deep understanding of Shopify order flows, fulfilment, payments, and customer lifecycle challenges
• Comfortable operating at both strategic and tactical levels
• Highly analytical, commercially aware, and solutions-focused
• Demonstrated experience using AI tools to enhance CX and team performance
• Excellent communication skills and strong stakeholder management

If you're a commercially minded Customer Experience leader who thrives in complex, fast-moving environments and wants real ownership and influence, this is an opportunity to make a lasting impact.