Location: Southampton (primarily office-based)
Salary: Up to £100,000 + benefits
Sector: Consumer & D2C
Our client is a fast-growing, UK-based consumer brand that has redefined outdoor adventure.
Since its launch, the company has become a market leader in its category, known for innovative, high-quality products designed to make exploration simpler, smarter, and more accessible.
With an inclusive community and a strong “customer-first” ethos, this is a brand built around exceptional product quality, unrivalled service, and an authentic passion for helping people embrace the outdoors.
The role:
We’re seeking an experienced Head of Customer Experience to lead all customer-facing operations across pre-sales, after-sales and showroom touchpoints. This senior role combines hands on operational management with strategic leadership to deliver a world class, consistent customer experience.
1. Lead and inspire multi-functional teams across customer service and showroom operations.
2. Oversee and enhance pre- and post-sales support, ensuring efficiency, accuracy, and consistency across all channels.
3. Create and embed customer-centric processes, KPIs, and service policies that scale with the business.
4. Manage and optimise showroom performance and experiential sales environments.
5. Ensure installation operations run safely and efficiently, maintaining high customer satisfaction standards.
6. Collaborate with the leadership team to align commercial performance with customer experience goals.
Experience:
7. 5+ years’ experience in a senior customer service or customer experience leadership position within a fast-growing business.
8. A proven ability to design, implement, and scale processes and policies that enhance both service and efficiency.
9. Strong people leadership skills, with experience managing managers and large cross-functional teams.
10. Confidence in working with KPIs, metrics, and performance data to drive improvement and accountability.
11. A customer-first mindset with a track record of balancing customer experience and commercial results.
12. Exceptional communication, collaboration, and problem-solving skills, with the ability to thrive in a dynamic, fast-paced environment.