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 that serves millions of customers every week from all over the globe. With over 6, stores internationally, my client is a well-known household name that offers several exciting opportunities. They are committed to delivering an exceptional customer experience, with a strong focus on their digital services and online presence.
Job Summary:
The Head of Online Customer Experience will be pivotal in shaping the future of our clients' digital offerings, ensuring that customer experience is at the forefront of all planning and decision‑making. This role provides exposure to senior stakeholders across Customer, Online, and Technology functions. You'll work within an agile environment, collaborating cross‑functionally to lead customer experience best practices.
Key Responsibilities
* Lead a small, dedicated team to champion the end‑to‑end online customer experience, from first impressions through to delivery and beyond, focusing on key customer metrics like NPS and CSAT.
* Identify and prioritize optimizations based on customer insights, enhancing the online journey at critical points.
* Champion personalization across all online touchpoints, ensuring a helpful and relevant experience for customers.
* Collaborate with Insight specialists, analysts, and other teams to understand customer behaviours, market trends, and competitor activity.
* Balance commercial objectives with customer satisfaction in retail media initiatives.
* Lead incident planning and recovery, ensuring clear communication with customers and internal stakeholders.
* Work closely with agile squads and centers of expertise, driving efficient use of resources and setting clear OKRs.
* Represent the Customer function in key forums and reviews, driving strategic initiatives in Grocery Home Shopping and Marketplace.
Key Stakeholders
* Customer Insight, Proposition, and Communications teams
* Group Communications
* Online Development & Operations teams
* Tech/Product teams
* Personalization squad
* Customer Engagement Centre (CEC)
* Finance and Legal teams
Skills and Experience Required
* Ability to craft and execute a comprehensive customer experience strategy with measurable outcomes.
* Expertise in eCommerce and personalization, with a solid understanding of online customer behaviours.
* Strong project management and stakeholder management skills.
* Excellent communication, presentation, and storytelling abilities, with experience presenting to senior leadership.
* Proven leadership in a strategic customer experience role, including managing cross‑functional teams.
* Experience in incident management and recovery planning.
* Familiarity with agile methodologies and UX/UI principles.
About Pontoon
Pontoon is an employment consultancy. We put expertise, energy, and passion into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an all‑encompassing environment that helps them thrive.
Candidates will ideally show evidence of the above in their CV to be considered.
Please be advised that if you haven't heard from us within 48 hours, unfortunately, your application has not been successful on this occasion. However, we may keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy and operates as an equal opportunities' employer.
For more information, please contact Simon Garside at:
To speak to a recruitment expert please contact
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