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For Companies At a Glance
- Tasks: Lead the client experience strategy and enhance client engagement across the organisation.
- Company: Join a high-growth, market-leading private equity-backed company with a prestigious client base.
- Benefits: Enjoy a dynamic work environment with opportunities for travel and professional growth.
- Why this job: Shape exceptional client experiences and drive meaningful change in a collaborative culture.
- Qualifications: 10+ years in senior sales or client relationship roles with strong leadership skills required.
- Other info: Willingness to travel and support critical projects is essential.
The predicted salary is between 43200 - 72000 ÂŁ per year.
Are you passionate about putting clients at the heart of everything a business does? Do you thrive on driving change, influencing at the highest level, and creating exceptional experiences that deliver real business impact? This is a rare opportunity to shape and lead the client experience strategy for a high-growth, private equity-backed organisation that’s the market leader in its sector. With a wide and prestigious client base across both B2B and B2C sectors, we’re looking for a strategic and innovative Head of Client Experience to join the leadership team and help take our client engagement to the next level.
- What You’ll Be Doing:
- Map the full end-to-end client journey and identify sector-specific differences
- Champion a “Client First” culture across the organisation, working closely with senior leaders and execs
- Implement and manage NPS/CSAT programmes, sharing insights and driving action
- Proactively predict and manage client churn risk, while handling escalations and service recovery
- Coordinate cross-functional teams to turn client feedback into strategic improvements
- Ensure clients see real change from their feedback, with regular communication and transparency
- Deliver front-line training for new products and service updates
- Influence key business decisions through strategic planning and data-led insight
- What You’ll Bring:
- 10+ years’ experience in senior sales or client relationship leadership roles
- Proven ability to lead both direct and matrix teams, ideally across commercial and public sector clients
- A strategic mindset paired with a hands-on approach—comfortable rolling up your sleeves
- Strong influencing skills at board/executive level and a track record of driving cultural change
- High emotional intelligence, natural curiosity, and a collaborative leadership style
- Deep understanding of client engagement metrics and success measures
- Financial and commercial acumen, with experience in business development and strategic planning
- What They Value:
- Leaders who are inspiring, open, and lead by example
- Individuals who prioritise, take accountability, and follow through on commitments
- A growth mindset with a passion for continuous improvement and efficiency
- Empathy, coaching skills, and the ability to bring the best out of others
- Additional Requirements:
- Willingness to travel to client sites and stay overnight when required
- Flexibility to support business-critical projects when needed
Locations
Head of Client Experience employer: The Growth Consultants
Contact Detail:
The Growth Consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Experience
✨Tip Number 1
Network with professionals in the client experience field. Attend industry events, webinars, or workshops where you can meet potential colleagues and leaders. Building relationships can give you insights into the company culture and expectations.
✨Tip Number 2
Research the company's current client experience strategies and identify areas for improvement. This will not only help you understand their needs but also allow you to present your ideas during interviews, showcasing your proactive approach.
✨Tip Number 3
Prepare to discuss your previous experiences in leading client engagement initiatives. Be ready to share specific examples of how you've driven change and improved client satisfaction in past roles, as this will demonstrate your capability for the position.
✨Tip Number 4
Familiarise yourself with key client engagement metrics like NPS and CSAT. Understanding these metrics will enable you to speak confidently about how you can implement and manage these programmes effectively within the organisation.
We think you need these skills to ace Head of Client Experience
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Head of Client Experience position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in client relationship leadership and strategic planning. Use specific examples that demonstrate your ability to drive change and improve client engagement.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client experience and your strategic mindset. Mention how you can contribute to a 'Client First' culture and provide examples of past successes in similar roles.
Highlight Leadership Skills: In both your CV and cover letter, emphasise your leadership style and ability to influence at the executive level. Discuss your experience in managing cross-functional teams and driving cultural change within an organisation.
How to prepare for a job interview at The Growth Consultants
✨Understand the Client Journey
Make sure you can articulate the full end-to-end client journey. Be prepared to discuss how you would map this out and identify sector-specific differences, as this will show your strategic thinking and understanding of client needs.
✨Champion a 'Client First' Culture
Demonstrate your commitment to a 'Client First' culture by sharing examples of how you've influenced change in previous roles. Highlight your experience working with senior leaders to drive this mindset across an organisation.
✨Showcase Your Data-Driven Approach
Be ready to discuss how you have implemented and managed NPS/CSAT programmes in the past. Share insights on how you used data to predict client churn risk and drive actionable improvements based on client feedback.
✨Exhibit Strong Influencing Skills
Prepare to provide examples of how you've influenced key business decisions at the executive level. Your ability to communicate effectively and lead cultural change will be crucial, so think of specific instances where you've made a significant impact.
