Head of Customer Experience
Woods Furniture – Dorchester, Dorset
Full-time | Senior Role
Since 1875, Woods Furniture has built its reputation on exceptional products and genuine personal service. As we continue to grow our showrooms and e-commerce business, we're now looking for an outstanding Head of Customer Experience to take ownership of the entire customer journey and help us deliver a truly market-leading experience.
This is a pivotal senior role with real influence — shaping how thousands of customers experience Woods, from first enquiry through to delivery, aftercare and long-term loyalty.
The Role
You will lead our Customer Support function and own the end-to-end customer journey — ensuring every interaction reflects the trust, care and personal touch that defines Woods.
Your focus will include:
· Leading and developing the Customer Support team
· Improving the customer journey from pre-purchase through to post-delivery aftercare
· Increasing Trustpilot score, customer satisfaction and loyalty
· Implementing efficient systems and scalable CX processes
· Improving delivery communication and reducing customer friction
· Turning service excellence into long-term customer relationships and repeat business
This is both a strategic and hands-on leadership role.
About You
You'll be a strong CX leader who combines commercial thinking with genuine care for customers.
You'll likely have:
· Experience leading a customer experience or support function
· Background in retail, e-commerce, or customer-centric environments
· Proven success improving customer satisfaction and service performance
· Excellent communication and leadership skills
· A passion for delivering exceptional, human-centred service
Experience within furniture, home, or premium retail is advantageous but not essential.
Why Join Woods Furniture?
This is a rare opportunity to take ownership of Customer Experience within a respected, independent heritage brand — and play a key role in our next phase of growth.
You'll have the autonomy to shape the function, implement meaningful improvements, and make a real impact on our customers and our business.
Location: Dorchester, Dorset
Role Type: Full-time
Salary: Competitive (dependent on experience)
Apply now and help shape the future customer experience at Woods Furniture.
Job Type: Full-time
Benefits:
* Company pension
* Employee discount
* On-site parking
Work Location: In person