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For Companies At a Glance
- Tasks: Lead the global brand experience, ensuring every customer interaction feels premium and trusted.
- Company: Foundever, partnering with iconic brands like John Lewis and Waitrose.
- Benefits: Competitive salary up to ÂŁ75,000, flexible working hours, and a dynamic work environment.
- Other info: Join a team dedicated to delivering exceptional service across the globe.
- Why this job: Shape customer experiences that resonate globally and uphold brand values.
- Qualifications: 10-15+ years in CX or premium brand environments with strong coaching skills.
The predicted salary is between 75000 - 75000 ÂŁ per year.
At Foundever, we believe service is not a function — it is the brand. Your job is to make every customer feel exactly how they expect to feel when they walk into John Lewis or Waitrose — every time, on every channel, from anywhere in the world. Our partnership with the John Lewis Partnership spans two of Britain’s most loved heritage retailers: John Lewis and Waitrose. These are brands built on trust, quality, fairness and an unwavering commitment to doing the right thing for customers. As they continue their ambition to be radically relevant, unashamedly premium and truly omnichannel, we play a critical role in how that promise is experienced by customers every day.
Role Purpose
The Head of Brand Experience (Global) exists to ensure every customer interaction delivered from our offshore locations feels unmistakably John Lewis — trusted, premium, warm, knowledgeable and human. John Lewis customers expect reassurance not scripts, ownership not hand‑offs, empathy not just efficiency, and service that feels calm, considered and confident. As we deliver from Morocco, S.A and PHP, geography should never dilute experience. This role will ensure offshore service rivals, if not exceeds, onshore delivery.
Primary Responsibilities
- Be the global guardian of the experience
- Own the Brand Experience Standard and Playbook
- Translate heritage and values into observable behaviours
- Define what “Never Knowingly Undersold” means in service
- Ensure interactions feel trusted, relevant and premium
- Deep brand and cultural immersion
- Partner directly with John Lewis brand and CX teams
- Attend store visits and immersions
- Translate UK nuance, language and expectations for offshore teams
- Keep teams current on UK culture and retail moments
- Design premium behaviour
- Embed emotional intelligence, empathy and rapport
- Coach teams to sound natural, warm and human
- Elevate written and digital communications to premium standards
- Replace scripts with confidence and judgement
- Certification and readiness
- Gatekeep readiness to serve
- Hold authority to delay teams not meeting expectations
- Quality and insight
- Architect QA to measure how customers feel, not just compliance
- Leverage analytics and AI coaching
- Use customer feedback to continuously improve
- Act as Foundever’s Brand Experience authority
- Participate in governance and reviews
- Position Foundever as a premium CX partner
Experience Requirements
- 10–15+ years in CX, service excellence or premium brand environments
- Experience with offshore or global delivery
- Strong coaching and behavioural design capability
- Executive presence with senior stakeholders
- Deep emotional intelligence and high standards
What success looks like
- Customers cannot tell where service is delivered
- Stronger CSAT, NPS and first contact resolution
- Reduced escalations
- Enhance value generation
- Increased client confidence
- A globally consistent premium experience
Key Points
- Competitive salary, up to ÂŁ75,000.00
- Monday to Friday, 09:00 to 17:30 (flexibility required to suit business and client needs)
Head of Brand Experience in London employer: Sitel Corp.
Contact Detail:
Sitel Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Brand Experience in London
✨Tip Number 1
Get to know the brand inside out! Dive deep into John Lewis and Waitrose's values, culture, and customer expectations. This will help you speak their language during interviews and show that you're genuinely passionate about the role.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn, attend industry events, or join relevant groups. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for behavioural questions by practising your responses. Think of examples that showcase your emotional intelligence and ability to create premium experiences. Remember, they want to see how you handle real-life situations!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to the brand experience.
We think you need these skills to ace Head of Brand Experience in London
Some tips for your application 🫡
Show Your Passion for Brand Experience: When you're writing your application, let your enthusiasm for brand experience shine through. We want to see how you connect with the values of John Lewis and Waitrose, so share your thoughts on what makes a premium customer experience.
Be Specific About Your Experience: Don’t just list your previous roles; tell us about specific projects or achievements that relate to customer experience and service excellence. We love details that show how you've made a difference in past positions!
Keep It Warm and Human: Remember, we’re looking for someone who embodies warmth and empathy. Use a conversational tone in your writing to reflect this. Avoid jargon and make sure your personality comes through — we want to get to know the real you!
Apply Through Our Website: Make sure to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Sitel Corp.
✨Know the Brand Inside Out
Before your interview, dive deep into the John Lewis and Waitrose brands. Understand their values, heritage, and what makes them unique. This knowledge will help you articulate how you can embody and enhance their brand experience.
✨Showcase Your Emotional Intelligence
Given the emphasis on empathy and human connection in the role, prepare examples that demonstrate your emotional intelligence. Think of situations where you've successfully navigated customer interactions with warmth and understanding.
✨Prepare for Behavioural Questions
Expect questions that assess your ability to translate brand values into observable behaviours. Use the STAR method (Situation, Task, Action, Result) to structure your responses, focusing on how you've created premium experiences in past roles.
✨Demonstrate Coaching Skills
As a Head of Brand Experience, you'll need to coach teams to deliver exceptional service. Be ready to discuss your coaching philosophy and share specific examples of how you've developed others to achieve high standards in customer experience.