At a Glance
- Tasks: Lead personalised customer campaigns and enhance customer journeys across various platforms.
- Company: Join a forward-thinking brand dedicated to exceptional customer experiences.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by driving customer engagement and loyalty in a dynamic environment.
- Qualifications: Proven experience in senior customer roles and strong analytical skills.
The predicted salary is between 60000 - 80000 € per year.
Deliver personalised campaigns and customer journeys across email, SMS and app; use insight, testing and automation to improve customer and commercial performance.
Turn customer insight and market trends into actions that support growth; build understanding of our customers and what matters to them.
Track customer behaviour, retention and performance trends; drive personalisation, automation and continuous improvement.
Lead a customer service experience that feels personal and true to Riverford; support and develop the Customer Service team to deliver great outcomes; work cross‑functionally to improve service, quality and self‑serve experiences.
Work with IT and partners to improve systems, performance and efficiency.
What You’ll Bring
- Proven experience in a senior customer role within a B2C environment.
- Experience in a senior CRM role, driving retention, loyalty and RFV models.
- Experience of working with data and qualitative insights to drive customer engagement and business performance; understanding of KPI setting and segmentation.
- Experience of contact centre operations and customer contact strategy.
- Demonstrable experience of blending data and qualitative insights to tell the customer story.
- Desirable: experience of working for a subscription or repeat‑order brand.
What We’re Looking For
- Exceptional leadership and collaborative style, able to build relationships and influence across business functions.
- Highly numerate, analytical and curious, plus able to extract meaning and tell the story to different audiences.
- A true bridge between strategy and execution – a strategic thinker who can roll their sleeves up to get the job done.
- Customer‑centric and highly empathetic to customer needs.
- Commercial and goal‑oriented, able to set targets and lead teams to deliver them across commercial and customer metrics.
- A self‑starter who can work independently and autonomously.
Head of Customer & Retention in Devon employer: Springfield Healthcare
At Riverford, we pride ourselves on being an exceptional employer that values personal growth and a collaborative work culture. As the Head of Customer & Retention, you will have the opportunity to lead innovative customer engagement strategies while working in a supportive environment that encourages professional development and creativity. Our commitment to sustainability and quality, combined with our focus on employee well-being, makes Riverford a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer & Retention in Devon
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your achievements and projects. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to customer retention and engagement. We want you to feel confident and ready to impress!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer & Retention in Devon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer roles, especially in B2C environments. We want to see how your skills align with our mission at StudySmarter!
Showcase Your Data Skills:Since we love data-driven insights, don’t forget to mention any experience you have with analysing customer behaviour and performance trends. Tell us how you've used data to improve customer engagement in the past!
Highlight Leadership Experience:We’re looking for someone who can lead and inspire teams. Share examples of how you've developed customer service teams or improved service quality in previous roles. Show us your collaborative style!
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your passion for the role and connect with you!
How to prepare for a job interview at Springfield Healthcare
✨Know Your Customer Inside Out
Before the interview, dive deep into understanding the company's customer base. Familiarise yourself with their needs, preferences, and pain points. This will help you demonstrate your customer-centric approach and show how you can leverage insights to drive retention and loyalty.
✨Showcase Your Data Skills
Be prepared to discuss how you've used data and qualitative insights in previous roles. Bring examples of how you've tracked customer behaviour and improved performance through data-driven decisions. This will highlight your analytical skills and ability to turn insights into actionable strategies.
✨Demonstrate Leadership and Collaboration
Think of specific instances where you've led a team or collaborated across functions to achieve a goal. Share stories that illustrate your leadership style and how you build relationships. This will resonate well, as the role requires exceptional leadership and a collaborative approach.
✨Prepare for Scenario Questions
Anticipate questions about how you'd handle various customer service scenarios or improve customer journeys. Think through your responses and be ready to explain your thought process. This will showcase your strategic thinking and problem-solving abilities, which are crucial for this position.
