Head of Customer Experience

Head of Customer Experience

Application Deadline: 1 June 2026

Department: Commercial

Employment Type: Full Time

Location: Manchester

Reporting To: Head of Commercial

Description

We are recruiter for a head of customer experience to lead our incredible customer support team.

Key Responsibilities

• Drive the delivery of outstanding customer experience, ensuring customer satisfaction is consistently high. Develop strategies and initiatives to improve customer retention by providing prompt, empathetic, and effective solutions to customer inquiries.
• Design, implement, and refine customer service processes to ensure scalability as the business grows. Set up best-in-class service standards and continuously optimise workflows to enhance efficiency and service quality.
• Work closely with other departments (such as operations, finance, product, and marketing) to address customer issues, streamline workflows, and gather customer feedback that can drive product or service improvements.
• Collect, analyse, and act on customer feedback to improve service offerings and resolve recurring issues. Provide regular reports and insights to senior leadership, highlighting trends and making data-driven recommendations for improvements.
• Develop and implement comprehensive customer support reporting systems to measure KPIs across the department and individual team members. Use data-driven insights to monitor performance, identify trends, and drive continuous improvement.
• As the company scales, develop and implement strategies to grow the customer support function effectively, ensuring a seamless and efficient experience as the team expands and as the customer base grows.
• Day to day carrier relationship management, acting as a point of contact for logistics and delivery partners. Proactively collaborate with partners to resolve operations issues and improve customer experience of carrier services.
• Handle high-level escalations and complex customer issues with professionalism and tact. Ensure that all escalated cases are resolved quickly and to the customer's satisfaction, mitigating any potential negative impact on the business.
• Own upstream CS system issue resolution working in collaboration with systems and technology partners.

Team Leadership & Development

• Lead, manage, and mentor a growing customer support team. Ensure each member of the team is equipped with the skills and support they need to thrive. Foster a culture of high performance, feedback, collaboration, and continuous learning.
• Establish clear performance metrics and KPIs to monitor team performance, providing regular feedback and coaching to ensure service levels are maintained. Identify opportunities for improvement and create action plans to address any areas of concern.
• Plan for peak retail periods ensuring the team is adequately staffed and resourced to maintain the same high levels of customer service. Develop strategies to hire, train, and onboard seasonal or temporary staff to meet demand without compromising on quality.

Skills, Knowledge and Expertise

• Proven experience leading large customer support teams (experience managing teams of 20+ people is ideal).
• Have previously worked in a fast-growing e-commerce business, understanding the nuances and challenges of providing customer support in a retail setting.
• Experience managing and developing courier relationships to ensure we are providing the best service and communications to our customers.
• Solid experience in setting performance targets, monitoring team KPIs, and providing constructive feedback to improve individual and team performance.
• Exceptional skills in handling customer complaints and resolving issues in a way that strengthens customer loyalty. Ability to manage escalations and high pressure situations effectively.
• Comfortable working in a fast paced, evolving environment. Ability to thrive under pressure while maintaining a positive and supportive team environment.
• Experience with customer service platforms and utilisation of AI tooling to support better customer experience (e.g., DIXA, Zendesk, Freshdesk, or similar) and CRM / CMS systems.

Benefits

• Business wide bonus structure
• Regular in office wellness events
• Private Medical Insurance
• Flexible workplace (3 days a week in our Manchester office)
• 33 days holiday (inclusive of Bank Holidays)
• Day off on your Birthday
• 50% staff discount