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Head of Online Customer Experience, Welwyn Garden City
Job Reference: cd4db79507e6
Location: Welwyn Garden City
Job Category: Other
EU work permit required: Yes
Posted: 22.06.2025
Expiry Date: 06.08.2025
Job Description:
Head of Online Customer Experience job opportunity
Reports to: Online Customer Director
Function: Online Customer
Department: Customer
Location: Hybrid (3 days onsite in Welwyn Garden City)
Contract Duration: 6 months via umbrella company
About My Client:
My client is a blue chip FMCG and retail brand serving millions of customers weekly worldwide. With over 6,000 stores internationally, they are a well-known household name committed to delivering an exceptional customer experience with a focus on digital services and online presence.
Job Summary:
The Head of Online Customer Experience will shape the digital offerings, ensuring customer experience is prioritized. This role involves engaging with senior stakeholders across Customer, Online, and Technology functions within an agile environment.
Key Responsibilities:
1. Lead a team to enhance the online customer experience, focusing on metrics like NPS and CSAT.
2. Identify and implement optimizations based on customer insights.
3. Champion personalization across online touchpoints.
4. Collaborate with insights, analysis, and other teams to understand customer behavior and market trends.
5. Balance commercial goals with customer satisfaction in retail media initiatives.
6. Manage incident planning and recovery, communicating effectively with customers and stakeholders.
7. Work with agile squads and set clear OKRs.
8. Represent the Customer function in strategic forums, especially in Grocery Home Shopping and Marketplace initiatives.
Skills and Experience Required:
1. Experience in crafting and executing customer experience strategies with measurable results.
2. Expertise in eCommerce and personalization, understanding online customer behaviors.
3. Strong project and stakeholder management skills.
4. Excellent communication and presentation skills, with experience engaging senior leadership.
5. Leadership experience managing cross-functional teams.
6. Experience in incident management and recovery planning.
7. Familiarity with agile methodologies and UX/UI principles.
About Pontoon:
Pontoon is an employment consultancy committed to diversity and inclusion, showcasing talents in an environment that fosters growth and success. We value all ethnicities, generations, religions, sexual orientations, and gender identities.
Applicants should demonstrate the above skills and experience in their CV. If you haven't heard from us within 48 hours, your application was unsuccessful, but we may consider your details for future roles.
Pontoon operates as an equal opportunities employer. For more information, contact Simon Garside.
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