At a Glance
- Tasks: Lead the development of a customer experience strategy that drives loyalty and operational excellence.
- Company: Join a growing KBB e-commerce business with a focus on innovation.
- Benefits: Influence at Board level, autonomy in decision-making, and career growth opportunities.
- Other info: Collaborate across teams to enhance the customer journey and drive continuous improvement.
- Why this job: Make a meaningful impact on customer experience and shape company-wide strategy.
- Qualifications: Experience in customer experience leadership within fast-paced e-commerce environments.
The predicted salary is between 59400 - 72600 £ per year.
Head of Customer Experience
Location
Stockton-on-Tees, Co Durham
Contract Type
Permanent / Full Time
Closing Date
Ref
1642036
Wolviston Management Services are delighted to be supporting a growing and ambitious KBB e-commerce business in the appointment of a Head of Customer Experience.
This is a strategic leadership position with Board-level visibility and influence, offering the opportunity to shape and deliver a customer experience strategy that drives customer loyalty, operational excellence and commercial performance.
The successful candidate will take ownership of the end-to-end customer journey, transforming customer service into a market-leading customer experience function.
The Role
Reporting directly to the Board of Directors / CEO, you will lead the development and execution of the company's Customer Experience strategy, ensuring every interaction reflects the brand's values and commitment to excellence.
Working collaboratively across Sales, Marketing, Operations, Logistics and Installation teams, you will use customer insight, data and continuous improvement initiatives to create a best-in-class customer journey across all touchpoints.
This role requires an experienced customer experience leader with a proven track record of driving measurable improvements in customer satisfaction, customer retention and operational performance within a fast-paced e-commerce environment.
Key Responsibilities
- Develop and implement a company-wide Customer Experience strategy aligned to business objectives.
- Lead the ongoing evolution of customer service into a proactive, customer-centric experience function.
- Present customer performance insights, trends and strategic recommendations directly to the Board.
- Champion a customer-first culture across all areas of the business.
- Map, analyse and continuously improve the end-to-end customer journey.
- Own and enhance Voice of Customer programmes, including NPS, CSAT and Customer Effort Score initiatives.
- Develop and manage customer experience KPIs, SLAs and executive reporting dashboards.
- Drive continuous improvement initiatives that improve customer satisfaction, loyalty and advocacy.
- Collaborate with cross-functional teams to ensure a seamless customer experience across all channels.
- Lead, coach and develop Customer Experience and Customer Service managers, building a high-performing team culture.
About You
To be successful in this role, you will bring
- Several years' experience operating at Head of Customer Experience level or within a comparable senior leadership role.
- Strong experience within the KBB (Kitchen, Bedroom & Bathroom) sector.
- Proven background in a fast-paced e-commerce and omnichannel retail environment.
- Demonstrable success in developing and implementing customer experience strategies that deliver measurable results.
- Experience presenting to and influencing Board-level stakeholders.
- Strong commercial awareness and a data-driven approach to decision making.
- Expertise in customer journey mapping, customer insight and continuous improvement methodologies.
- Experience leading and developing customer experience and service teams.
- Excellent stakeholder management and change leadership capabilities.
- Technical Skills & Expertise
- Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes.
- Customer journey mapping and service design.
- CRM systems and customer analytics platforms.
- KPI development, reporting and dashboard creation.
- Customer service and customer experience leadership.
- Change management and continuous improvement frameworks.
Why Apply?
This is a rare opportunity to join the senior leadership team of a growing KBB business and make a meaningful impact on the future direction of the customer experience function.
You will have genuine influence at Board level, the opportunity to shape company-wide strategy, and the autonomy to deliver lasting improvements across the customer journey.
If you're a strategic customer experience leader with a passion for delivering exceptional service and driving business performance, we'd love to hear from you.
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Head of Customer Experience employer: Wolviston Management Services Ltd
As an Engineering Manager at our major UK manufacturing site in Greatham, you will be part of a dynamic and innovative work culture that prioritises engineering excellence and continuous improvement. We offer competitive benefits, a commitment to employee development, and the chance to lead multidisciplinary teams in a pivotal role that directly impacts plant performance and safety. Join us to make a meaningful contribution in a supportive environment that values your expertise and fosters professional growth.
Contact Details:
Wolviston Management Services Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wolviston Management Services Ltd. 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 Wolviston Management Services Ltd 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 Head of Customer Experience
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 Wolviston Management Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Wolviston Management Services Ltd 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 Wolviston Management Services Ltd!
How to prepare for a job interview at Wolviston Management Services Ltd
✨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.
