Head of Customer Experience
Our client, a leader in their industry, is seeking an experienced and inspiring Head of Customer Experience to lead and drive excellence across all functions that form part of the customer journey, comprising a team of 20+ professionals. This pivotal leadership role is responsible for cultivating a high-performance, customer-centric culture that ensures every interaction delivers exceptional service and measurable results. You will be based at their offices in Petersfield.
You will directly manage the Customer Onboarding Manager, Customer Support Manager, Customer Care Manager and their Fulfilment Specialist, empowering them to lead their teams while overseeing strategic improvements, performance metrics, and operational processes. The successful candidate will be a champion of positive change, tasked with taking their customer experience from good to truly great, through a relentless focus on quality.
The ideal candidate is a strong leader with a track record of driving transformation, enhancing team culture, and consistently meeting or exceeding service KPIs.
Responsibilities:
- Lead, coach, and inspire the teams that take care of the customer journey – Customer Onboarding, Customer Support, Customer Experience and Fulfilment (20+ team members across two teams).
- Provide direct leadership to the Customer Support Manager and Customer Care Manager.
- Foster a culture of ownership, collaboration, and continuous improvement.
- Champion employee engagement, retention, and growth through structured development plans and clear career pathways.
- Define and drive the customer experience strategy, ensuring alignment with company goals.
- Map out the customer journey, review each stage and give it a RAG status to continually improve the experience at every touch point
- Promote a customer-first culture focused on quality, speed, and consistency.
- Embed a strong service mentality that prioritizes responsiveness, accuracy, and customer satisfaction.
- Own all service KPIs, SLAs, and response time targets—ensuring they are consistently met or exceeded.
- Implement a robust performance framework across teams, using data to drive improvements and accountability.
- Deliver regular reporting to senior leadership, with actionable insights and plans for underperformance
- Oversee the development and optimisation of end-to-end customer processes.
- Lead strategic initiatives to streamline workflows, reduce friction, and scale service delivery.
- Drive a program of continuous improvement, including implementation of new technologies, systems, and service standards.
- Act as the bridge between CX and other departments including Sales, Operations, Procurement, and IT.
- Ensure seamless onboarding, order fulfilment, and post-sale support through strong interdepartmental collaboration.
- Handle high-level customer escalations, ensuring timely and effective resolution.
Requirements
- Prior experience in a strategic CX leadership role.
- Proven track record of implementing and leading transformational change
- Proven success in leading and motivating large, multi-function teams.
- Strong track record of delivering against KPIs, improving response times, and driving cultural change.
- Proven experience of using data to shape departmental success.
- Experience managing both reactive support and proactive customer care functions
- Confident change agent with experience delivering transformation programs.
- Data-driven decision-maker with strong analytical and reporting skills.
- Excellent communication, interpersonal, and conflict resolution skills.
- Proficient in ERP and CRM systems, Excel, and performance dashboards.
- Required Skills & Experience
Benefits
Salary- £75,000- £80,000 plus bonus
Hours- 8.00am- 5pm Monday - Friday
Potential work work 1 day per week from home
IND25