We are working with an exciting brand who is looking for an experienced Head of Customer Experience (6-9 month FTC) for their brand in Central London. The Customer journey is at the heart of this business brand. You will drive their customer engagement via email, live chat, social media, and telephone.
We have a vacancy for an enthusiastic and driven CEX professional to join our client's busy, vibrant team. The successful candidate will be motivated, resilient, organized, high caliber, and dedicated to delivering a great customer journey. We need someone who has a wealth of experience in CEX improvement and can work professionally at pace.
About the role:
1. Drive the CEX strategy, lead, mentor, & develop a high performing CEX team.
2. Oversee the WFM to ensure optimal CEX coverage & seamless journey for customers. You will implement workforce planning tools.
3. Review the voice of the customer & adapt where possible to improve CEX.
4. Work in collaboration with other areas of the business: IT, operations, marketing, quality, finance, marketing & legal teams.
5. Lead from the front by actively engaging with customers when necessary, handling complex escalations with professionalism and empathy while setting a high standard for the team.
6. Design strategy for new tooling, technologies and work closely with our senior Customer Happiness operations manager to implement and manage our third-party vendor relationships to create an exceptional customer experience.
7. Crystallize, communicate and leverage customer insights and data analytics. Identify trends, pain points, and opportunities to enhance customer experience.
8. Define & drive CEX process improvements & support customer retention strategies.
9. You will design & implement a customer journey framework focusing on engagement & value-added support.
Who are we looking for?
1. Ideally, you will have experience leading a CEX function & managing globally.
2. Strong leadership & management capabilities. You will be able to drive functions both in the UK & overseas.
3. Data-driven, with the ability to report & utilize data insights to improve CEX performance.
4. Understand the direction of CEX tech (including Automation & AI).
5. Experience managing change & transformation in a fast-paced environment.
Job Info
Job Title: Head of Customer Experience
Company: Cactus Search
Location: Central London
Posted: Apr 7th 2025
Closes: May 8th 2025
Sector: Customer Services
Contract: Permanent
Hours: Full Time
#J-18808-Ljbffr