Head of Customer Experience

Job Description

As our Head of Customer Experience you will be part of an exciting journey within a brand new team that is accountable for analysing the customer experience from top to bottom to consistently ensure Medik8 are delivering 5 star service. You will be a highlydriven and motivated individual, who proactively thinks about the customers needs and wants.You will lead the way in ensuring the highest levels of customer satisfaction across all engagement points, and will embed standards of excellence across our regional customer services teams as well as forging a close relationship with our R&D departmentto ensure product advice is always relevant and up to date.Were on an unstoppable growth trajectory and are looking for people who want to go beyond with us on what will be an incredibly exciting talent revolution!Why you cannot miss this opportunityAs an expert in Customer Experience, you will collaborate and liaise with marketing, inventory planning, front-end web development, and product teams to ensure Medik8 delivers best-in-class CX at every live touchpoint (focus: CS channels and social/communitymanagement). Ensuring each customer, whatever region they are in, receives the highest standard of satisfaction in all interactions with the brand.We have an exciting and collaborative environment and believe that our people are our strength. Our teams are invigorated by the challenges, satisfaction and rewards that come with getting things done to a very high standard at all times and in all areasof the business. If that sounds like you then come and join us on our extraordinary journey!In more detail your role will include:

• Thinking proactively about customers needs and wants, always with the primary consideration of what would it take to make the customer happy in any given situation.
• Providing global guidance and support (SOPs, training, toolkits) to our regional customer services teams. Set CS standards of excellence and KPIs. Lead the ongoing management, measurement and tracking of KPIs to ensure that customers in every market receiveMedik8s best in class service.
• The Global Head of CX is a Medik8 expert, working closely with R&D to ensure that product advice is always up to date, relevant and useful. Leveraging 1:1 customer interactions to drive sales (trade up and trade across) is a secondary objective.
• Defining community management standards across our social media channels. Engaging with consumers on social media as needed.
• Setting the global standards for a seamless ordering, delivery and returns processes, ensuring the highest level and standardised interactions across all departments and all regions.
• Setting the standards for the most effective way to handle complaints, with the primary objective of resolving with the highest possible customer satisfaction.
• Using an analytical approach to spot risks and opportunities across customer accounts and monthly information. Works with the Head of Insights to leverage our CS platform (Gorgias) as a rich source of business intelligence and customer insight.

We would love to hear from you if you have...

• Have significant, proven experience in customer facing roles, with demonstrable experience of delivering best in class customer service. The candidate must be passionate about delivering customer satisfaction.
• Are a strong collaborator who excels within a team and shares knowledge within the wider community. Possess a passion for mentoring and training.
• Have strong organisational skills and is a self starter who thrives in ambiguous environments.
• Display an in-depth knowledge and understanding of Social Media platforms and Customer Services tools. Previous experience of Gorgias an advantage.
• Have excellent written, spoken and analytical skills. The ability to toggle between big picture, strategic thinking and a focus on detail and data.
• Possess a strong ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.

About usWe believe that our People make Medik8 who we are.They are our most valuable asset and sit at the heart of everything we do. We have huge ambitions across the globe, and its essential that were able to recruit, onboard, develop, support, engage and retain the right talent.Culture & BenefitsWe are proud of our dynamic culture - we are built on innovation, ambition and amazing ideas. Driven by continuous improvement, we constantly adapt to smarter ways of working. We have an unwavering passion for our brand and our customers - our ultimate goalbeing to deliver skincare products you love, trust and believe in.We have an exciting and friendly environment and believe that our people are our strength. Our teams are thrilled by the challenges, satisfaction and rewards that come with getting things done to a very high standard at all times and in all areas of thebusiness. If that sounds like you then come and join our journey!Health & Wellbeing

• Wellbeing contribution - up to £750 a year in wellbeing activities
• Mental Health Support - we have mental health first aiders in the business
• Private Medical Insurance cover from 25% to 100% including family
• Employee Assistance Program (EAP)
• Vision Vouchers

Benefits

• 23 days holiday rising to 30 days (dependant on service)
• Birthday lay-in
• 75% products discount for you, family & friends
• Up to £250 product voucher
• Company quarterly bonus scheme
• Chromebook + a supersize screen
• Referral bonus

Togetherness

• Monthly Payday events
• Regular team building away days
• Tight-knit company feel
• Company-wide communications platform
• Quarterly all-hands meeting held by our CEO
• Always celebrating everyones successes

Keyskills :
ConsumersCosmeceuticalsCustomer ExperienceConflict ResolutionCrisis Situations