Are you a strategic and hands-on Global Head of Customer Experience ready to scale CX in one of the UK’s fastest-growing consumer brands?
📍 London (Euston – Hybrid, min. 3 days in office)
💷 £90,000 - £110,000
🕒 Permanent.
We’re partnering exclusively with a high-growth, sustainability-led challenger brand on a mission to disrupt a £100bn industry. With rapid international expansion underway (UK + US and beyond), this is a business-critical hire to define and lead the global CX strategy at scale.
This is not a “steady-state” role — this is about building, evolving, and transforming CX in real-time growth.
🚀 Your Core Responsibilities
This role requires a commercial, systems-savvy CX leader who can operate at pace while building scalable, world-class customer experiences.
Global CX Strategy & Leadership
Define and own the end-to-end CX strategy across UK & US, aligning customer experience with brand values and commercial growth.
Scaling CX Operations
Lead a multi-layered structure including UK & US leads, outsourced partners, and offshore teams — ensuring scalability through peak periods (3,000+ daily contacts).
Systems, Automation & AI
Audit, optimise, and implement CX systems (CRM, AI, automation tools). You’ll be the expert voice on what good looks like and how to get there.
Customer Insight → Business Impact
Turn customer feedback into actionable improvements across Product, Logistics, Growth, and Operations.
Performance & Metrics Ownership
Own and improve key CX metrics (CSAT, NPS, response times, cost per contact), ensuring service excellence at scale.
Peak Planning & Forecasting
Lead resource planning and operational readiness ahead of high-volume trading periods.
CX Culture & Standards
Embed a premium, “Ritz-Carlton-style” service mindset while balancing speed, cost, and operational efficiency.
💪 What We’re Looking For
We’re looking for a proven CX leader who has already operated ahead of the curve — someone who can grow with the business, not catch up to it.
Experience & Background
* 8–12+ years in CX leadership within DTC / eCommerce / high-growth consumer brands
* Experience scaling CX in rapid-growth environments (think £20m → £80m+ trajectory)
* Proven track record implementing or optimising CRM, automation, and AI tools
* Experience working across start-up, scale-up, and more established environments — able to balance pace, ambiguity, and evolving structure
Leadership & Operating Style
* Low ego, high accountability — thrives in a performance-driven, transparent culture
* Comfortable being challenged and influencing senior stakeholders, including CEO level
* Proactive, autonomous, and able to build structure within ambiguity
Technical & Operational Strength
* Strong experience with outsourced CX models and offshore teams
* Deep understanding of CX systems, workflows, and integrations
* Data-driven with strong analytical capability
Mindset Fit
* Thrives in fast-paced, high-growth scale-ups (not corporate-only backgrounds)
* Balances speed with precision — knows when to move fast and when to get it right
* Values trust, honesty, and ownership
🌍 Why This Role?
* Join one of the fastest-growing UK brands, scaling globally
* Own CX at a truly strategic, global level
* Work directly with senior leadership and CEO
* Build and shape CX from the ground up during a critical growth phase
* Be part of a mission-driven, sustainability-focused brand
📩 Apply Now
If you’re ready to own and scale global customer experience in a hyper-growth environment, we’d love to speak with you.