Customer Experience Leader - Online Flooring Sales Office based Role in West Birmingham. (This position will evolve into Head of Customer Experience). Carpet Roles UK are excited to be assisting a leading Birmingham based online Flooring Seller in their plans to build their senior management team in order to facilitate and manage the excellent growth that they are seeing (started just 5 Years ago) the Business has grown exponentially and now has an impressive logistical network of distribution warehouses and a fast growing team based in the West of Birmingham (Near the M5 at Halesowen exit to approach), in this instance we are seeking a CX Professional that can develop a team, and a senior role for themselves as the Business grows. Core Function and Future Aspirations for this Role: - To develop into a senior Customer Experience leader as the business expands. - Responsible for customer retention, reviews, refund control, and fostering brand trust. - To eliminate the need for current Directors direct involvement in day-to-day customer service operations. Key Requirements: - A candidate who can assume full ownership of the customer experience element of our clients Thriving operation. - Strong skills in communication, complaint handling, customer retention, and systems management. - A commercially minded individual with an understanding of refund discipline and margin awareness. - Experience in flooring or complex product environments is highly advantageous. - Capability to lead and train an existing Customer Service/Operations team, ensuring consistency and discipline. - This role emphasises ownership rather than merely service. - Confident with IT and Online Sales. The Rewards: - An Attractive Basic Salary (Negotiable in the region of £32-42k) - Our Clients additionally operate a company-wide profit-sharing bonus that is activated only if the business meets its targets, which ranges from 10% to 20% of the annual salary, contingent upon contribution, impact, and behaviour. - Various other benefits including Health Insurance and Pension etc. Eligibility for Bonus Scheme - Candidates must have completed a minimum of six months with the company. - Candidates must uphold A-player standards (attendance, work ethic, brand care, teamwork). Apply Today: - For Immediate Consideration please follow the Apply Now Link on this Page and forward us your up to date CV. - For a Confidential discussion call Justin Kelly on 01562 800071. Carpet Roles UK are dedicated Recruiters to the UK Flooring Industry, Finding a Great Fit for Hiring Managers and Flooring Professionals for over 20 Years!