Job Description
Head of Customer Experience
In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.
We are looking for a dedicated and dynamic Head of Customer Experience, who leads our customer sales teams and ensures the delivery of a seamless customer experience across all stages and touchpoints in our customers’ journey. This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer satisfaction, NPS, customer retention, and new business growth.
Responsibilities:
1. Team Leadership: Lead, mentor, and motivate a team of customer service advisors who also handle customer sales orders, ensuring they provide excellent customer service.
2. Customer Experience Strategy: Develop and implement the overall customer experience strategy, collaborating with cross-functional teams to ensure a unified approach.
3. Customer Journey Mapping: Map customer journeys across all products, services, and brands to identify and enhance key touchpoints.
4. Sales Order Management: Oversee the accura...