Head of Customer Experience

Job Description

This is an amazing opportunity to progress your career within Customer Excellence for a fast moving, cutting edge Lifestyle / Activewear Brand.Your mission will be to lead the customer care team. We are looking for someone who has significant leadership experience in this department and can lead customer care team in the rapidly expanding global team across two locations - UK and Austria.WHAT YOULL BE DOING:- Design and implement strategies how to improve our customer experience- Own customer experience KPIs - track KPIs and take a leading role in improving customer experience. Regularly share KPIs to the Leadership team- Hire and lead customer care specialists and community managers- Manage, mentor and train our customer care team to drive strong performance, efficiency and customer satisfaction.- Create and deliver a strong workforce plan including in-house and outsourced teams- Create and review customer care policies in collaboration with Operations and Product teams- Ensure that all customer care policies are upheld via the customer care department- Handle escalated customer cases as needed- Coordinate with relevant departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.- Create and produce weekly and monthly reports on customer experience KPIs- Communicate customers needs to the wider business- Liaise with cross functional teams to ensure alignment on all initiatives and how these initiatives may impact customers- Manage and optimise the outsource partner performance vs KPIs- Implement various tools such as Community listening, Automations, and Software that improve Customer care SLAs and Customer experience- Liaise with DC and Logistics partners to improve back-end experience and constantly propose solutions to drive efficiency and higher customer satisfactionRequirements- Have at least 10 years of experience in end-to-end customer care, ideally within a fast-paced D2C or E-commerce brand- Have 5 years leadership experience in Customer care team- Are passionate and interested in Customer experience and Customer satisfaction - Are an empathetic and excellent communicator who will always put clients first;- Are comfortable working with data and in an analytical manner, especially around behavioural metrics- You have a keen interest in activewear and attention to detail- Strong stakeholder management and influencing skills- Experience working across function with Web, Marketing and Distribution teams- Experience handling customer service is Social Media driven businessYour mission will be to lead the customer care team. We are looking for someone who has significant leadership experience in this department and can lead customer care team in the rapidly expanding global team across two locations - UK and Austria.WHAT YOULL BE DOING:- Design and implement strategies how to improve our customer experience- Own customer experience KPIs - track KPIs and take a leading role in improving customer experience. Regularly share KPIs to the Leadership team- Hire and lead customer care specialists and community managers- Manage, mentor and train our customer care team to drive strong performance, efficiency and customer satisfaction.- Create and deliver a strong workforce plan including in-house and outsourced teams- Create and review customer care policies in collaboration with Operations and Product teams- Ensure that all customer care policies are upheld via the customer care department- Handle escalated customer cases as needed- Coordinate with relevant departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.- Create and produce weekly and monthly reports on customer experience KPIs- Communicate customers needs to the wider business- Liaise with cross functional teams to ensure alignment on all initiatives and how these initiatives may impact customers- Manage and optimise the outsource partner performance vs KPIs- Implement various tools such as Community listening, Automations, and Software that improve Customer care SLAs and Customer experience- Liaise with DC and Logistics partners to improve back-end experience and constantly propose solutions to drive efficiency and higher customer satisfactionRequirements- Have at least 10 years of experience in end-to-end customer care, ideally within a fast-paced D2C or E-commerce brand- Have 5 years leadership experience in Customer care team- Are passionate and interested in Customer experience and Customer satisfaction - Are an empathetic and excellent communicator who will always put clients first;- Are comfortable working with data and in an analytical manner, especially around behavioural metrics- You have a keen interest in activewear and attention to detail- Strong stakeholder management and influencing skills- Experience working across function with Web, Marketing and Distribution teams- Experience handling customer service is Social Media driven businessThe company offer a hybrid role with flexible working hours coupled with a company bonus, private healthcare and discount on company products. They have a strong belief in work / life balance.