Job Description Head of Customer Experience | 4 days on-site in Nuneaton, 1 day from home | £75,000 - £90,000 DOE + Benefits
I'm working with the UK's leading lifestyle and retail brand to recruit an exceptional Head of Customer Experience, a high-impact leadership role at the heart of their customer service operation.
This is an exciting opportunity for a strategic, hands-on leader with a passion for delivering world-class customer experiences. You'll be heading up a vibrant team of conversation specialists, shaping how the brand connects with its customers across phone, email, chat, social media, and digital platforms.
The Role
You'll take full ownership of the Conversation Centre, ensuring customer interactions are efficient, personal, and aligned with the company's premium brand values. This role is perfect for someone who thrives in fast-paced environments and enjoys creating a coaching-led culture with a strong focus on continuous improvement.
Head of Customer Experience Key Responsibilities:
Lead and develop a high-performing team of customer service specialists.
Monitor the quality of interactions and drive service improvements across all channels.
Build and implement effective service strategies and processes to deliver best-in-class support.
Manage KPIs and SLAs,...