Head of Customer Experience
instantprint - The UK's largest online printer
At instantprint, we're on a mission: to help businesses of all sizes look amazing through print - and to make it as easy as possible. With over a million small businesses already choosing us for their marketing materials, we're growing fast, and we need the right leader to take our customer experience to the next level. That's where you come in. We're looking for a Head of Customer Experience who is dynamic, commercially focused, and passionate about building world-class customer journeys. You'll lead our customer service and artwork support teams, acting as the voice of the customer at a senior level and driving improvements that keep customers coming back.
About the position
Salary range £50,000 - £90,000, depending on experience. This position is office based 5 days a week at our office in Manvers, Rotherham. Monday to Friday, 40 hours per week.
What you'll be doing
* Lead our Brands Customer Experience strategy - shaping how customers interact with us across phone, chat, email, and our ecommerce platform.
* Champion the customer - influence decisions across ecommerce, marketing, sales, and tech to ensure every touchpoint reflects our brand.
* Drive commercial impact - unlock upsell and retention opportunities, ensuring service excellence delivers both customer loyalty and revenue growth.
* Inspire and develop teams - coach and mentor managers, build training programmes, and create a high-performance culture.
* Optimise operations - oversee high-volume contact and artwork teams, implementing AI, automation, and smarter workflows to enhance efficiency without compromising service quality.
Qualifications
* Proven experience leading large, fast-paced customer service teams.
* A strong commercial mindset, with a background in sales, retention, or customer growth.
* Track record of improving customer journeys across multiple platforms (calls, chat, email, ecommerce).
* Experience implementing new processes and technologies to boost performance.
* A natural coach and motivator who can inspire teams to deliver their best.
Why Join the Bluetree Team?
* Health First: Access to a marketing leading Health Cash Plan and comprehensive wellbeing support, including onsite training and access to free external support.
* Family Support: Enhanced maternity, paternity and adoption packages to support your life outside of work.
* Rest & Recharge: 22 days annual leave (plus Bank Holidays), with a "Length of Service" program that earns you more days the longer you stay.
* Social: From regular team socials to our legendary annual Summer and Christmas Parties, plus biennial Long Service celebrations; we know how to celebrate success.
* Financial Wellness: Enrolment in our company pension scheme.
* Rewards: Access to various discounts via Bluetree Rewards, weekend break giveaways, and long-service gifts to mark your milestones, starting from year 1!
* Career Development: We champion personal development with a wide range of internal and external training opportunities available.
* Fitness: Save on a new bike with our Cycle to Work scheme, or join or weekly football team to burn off some steam!
* Daily Comforts: Fuel your day with free fruit, snacks, and beverages in our modern canteen.
* Easy Commute: Free onsite parking at our state-of-the-art facility. We are also ideally located for public transport, just minutes from Mexborough, Swinton, and Wombwell train stations.
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