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Head of Client Experience, warrington, cheshire
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Client:
The Growth Consultants
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
2
Posted:
26.06.2025
Expiry Date:
10.08.2025
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Job Description:
Head of Client Experience
Are you passionate about putting clients at the heart of everything a business does? Do you thrive on driving change, influencing at the highest level, and creating exceptional experiences that deliver real business impact?
This is a rare opportunity to shape and lead the client experience strategy for a high-growth, private equity-backed organisation that's the market leader in its sector. With a wide and prestigious client base across both B2B and B2C sectors, we’re looking for a strategic and innovative Head of Client Experience to join the leadership team and help take our client engagement to the next level.
? What You’ll Be Doing:
* Map the full end-to-end client journey and identify sector-specific differences
* Champion a “Client First” culture across the organisation, working closely with senior leaders and execs
* Implement and manage NPS/CSAT programmes, sharing insights and driving action
* Proactively predict and manage client churn risk, while handling escalations and service recovery
* Coordinate cross-functional teams to turn client feedback into strategic improvements
* Ensure clients see real change from their feedback, with regular communication and transparency
* Deliver front-line training for new products and service updates
* Influence key business decisions through strategic planning and data-led insight
? What You’ll Bring:
* 10+ years’ experience in senior sales or client relationship leadership roles
* Proven ability to lead both direct and matrix teams, ideally across commercial and public sector clients
* A strategic mindset paired with a hands-on approach—comfortable rolling up your sleeves
* Strong influencing skills at board/executive level and a track record of driving cultural change
* High emotional intelligence, natural curiosity, and a collaborative leadership style
* Deep understanding of client engagement metrics and success measures
* Financial and commercial acumen, with experience in business development and strategic planning
? What They Value:
* Leaders who are inspiring, open, and lead by example
* Individuals who prioritise, take accountability, and follow through on commitments
* A growth mindset with a passion for continuous improvement and efficiency
* Empathy, coaching skills, and the ability to bring the best out of others
? Additional Requirements:
* Willingness to travel to client sites and stay overnight when required
* Flexibility to support business-critical projects when needed
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