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Head of Customer Journey & Experience, mansfield
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Client:
Blinds 2go
Location:
mansfield, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
5
Posted:
31.05.2025
Expiry Date:
15.07.2025
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Job Description:
Shape the Future of E-commerce CX Across Europe!
We’re a leading international e-commerce brand in window décor, operating across 6 European markets and the UK. We’re looking for a visionary, data-obsessed leader to elevate the end-to-end customer journey—turning every touchpoint into a growth lever.
As Head of Customer Journey & Experience, you’ll architect a customer-first strategy that blends advanced segmentation, impactful email marketing, and world-class UX. You’ll lead the charge in personalization, CRM innovation, and digital experimentation—leveraging tools like Bloomreach, VWO and Datadog to fuel measurable results.
Our Company
At Blinds 2go our people are our stars, we believe our team will help us on our journey to realise our dream in becoming the fastest growing, most loved and most efficient window coverings company in the world.
Transparency
We lead by example and inspire others to achieve excellence in the right way.
We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs.
Accountability
We take ownership and are responsible for our actions and decisions.
Meritocracy
We set challenging but realistic targets and deliver results in a passionate way, Integrity and hard work are at the core of our culture, we go the extra mile.
Role & Responsibilities
* Customer Journey Strategy: Map, optimize, and future-proof the full customer journey across all markets—identifying key moments of truth and opportunities to differentiate.
* CRM & Segmentation: Execute sophisticated CRM strategies in Bloomreach, underpinned by granular segmentation models and data-rich customer insights.
* Hyper-Personalization: Create dynamic, tailored experiences across web and email using Bloomreach and data-driven testing via VWO.
* UX Best Practices: Champion user-centered design by partnering with Product and E-commerce teams to deliver frictionless, high-converting online experiences.
* Impactful Email Marketing: Lead end-to-end email lifecycle strategy—from onboarding flows to promotional and retention campaigns—powered by smart automation and A/B testing.
* Customer Data Platform (CDP): Drive strategic use of a unified CDP to unlock 360° customer views, actionable insights, and advanced targeting capabilities.
* Analytics & Optimization: Own customer experience KPIs (e.g., CSAT, NPS, CLTV, retention), and turn insight into action with clear dashboards and recommendations.
* Cross-Functional Leadership: Inspire and align teams across Marketing, Product, Tech, and Country leads to deliver a seamless, customer-centric experience.
Person Profile
Skills & Experience
* Senior-level experience owning customer journey and experience strategies within a fast-paced e-commerce environment.
* Hands-on expertise with CRM platforms and advanced audience segmentation (Bloomreach experience is considered a plus).
* Proven success with personalization, A/B and multivariate testing, and data-led optimization.
* Deep knowledge of impactful email marketing, UX best practices, and lifecycle automation.
* Experience with CDPs and customer data governance.
* International experience a plus; Bachelor's (or equivalent) required, Master’s (or equivalent) preferred.
Personal Attributes
* Strategic, commercial thinker with a bias for action and a track record of delivering quantifiable business outcomes.
* Exceptional communicator and cross-functional collaborator; comfortable influencing at all levels.
Why Join Us?
* Big Impact, Big Autonomy: Own the customer journey strategy across multiple countries and make a visible difference.
* Tech-forward: Work with leading platforms like Bloomreach, VWO, and a robust CDP to drive transformation.
* Cross-Market Influence: Shape digital experiences across 6 European countries and the UK.
* Compensation: Competitive salary + performance-based bonus based on customer KPIs and business growth.
If you're passionate about transforming data into unforgettable customer experiences, this is your chance to lead real change.
If you're ready to lead with empathy and insight, we want to hear from you!
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