Head of Customer Experience

Wolviston Management Services are delighted to be supporting a growing and ambitious KBB e-commerce business in the appointment of a Head of Customer Experience.
 
This is a strategic leadership position with Board-level visibility and influence, offering the opportunity to shape and deliver a customer experience strategy that drives customer loyalty, operational excellence and commercial performance. The successful candidate will take ownership of the end-to-end customer journey, transforming customer service into a market-leading customer experience function.
 
The Role
Reporting directly to the Board of Directors / CEO, you will lead the development and execution of the company''s Customer Experience strategy, ensuring every interaction reflects the brand''s values and commitment to excellence.

Working collaboratively across Sales, Marketing, Operations, Logistics and Installation teams, you will use customer insight, data and continuous improvement initiatives to create a best-in-class customer journey across all touchpoints.
 
This role requires an experienced customer experience leader with a proven track record of driving measurable improvements in customer satisfaction, customer retention and operational performance within a fast-paced e-commerce environment.
 
Key Responsibilities

• Develop and implement a company-wide Customer Experience strategy aligned to business objectives.
• Lead the ongoing evolution of customer service into a proactive, customer-centric experience function.
• Present customer performance insights, trends and strategic recommendations directly to the Board.
• Champion a customer-first culture across all areas of the business.
• Map, analyse and continuously improve the end-to-end customer journey.
• Own and enhance Voice of Customer programmes, including NPS, CSAT and Customer Effort Score initiatives.
• Develop and manage customer experience KPIs, SLAs and executive reporting dashboards.
• Drive continuous improvement initiatives that improve customer satisfaction, loyalty and advocacy.
• Collaborate with cross-functional teams to ensure a seamless customer experience across all channels.
• Lead, coach and develop Customer Experience and Customer Service managers, building a high-performing team culture.

About You
To be successful in this role, you will bring:

• Several years'' experience operating at Head of Customer Experience level or within a comparable senior leadership role.
• Strong experience within the KBB (Kitchen, Bedroom & Bathroom) sector.
• Proven background in a fast-paced e-commerce and omnichannel retail environment.
• Demonstrable success in developing and implementing customer experience strategies that deliver measurable results.
• Experience presenting to and influencing Board-level stakeholders.
• Strong commercial awareness and a data-driven approach to decision making.
• Expertise in customer journey mapping, customer insight and continuous improvement methodologies.
• Experience leading and developing customer experience and service teams.
• Excellent stakeholder management and change leadership capabilities.

Technical Skills & Expertise

• Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes.
• Customer journey mapping and service design.
• CRM systems and customer analytics platforms.
• KPI development, reporting and dashboard creation.
• Customer service and customer experience leadership.
• Change management and continuous improvement frameworks.

Why Apply?
This is a rare opportunity to join the senior leadership team of a growing KBB business and make a meaningful impact on the future direction of the customer experience function. You will have genuine influence at Board level, the opportunity to shape company-wide strategy, and the autonomy to deliver lasting improvements across the customer journey.
 
If you''re a strategic customer experience leader with a passion for delivering exceptional service and driving business performance, we''d love to hear from you.

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