Head of Customer Experience & Care

Joseph Joseph Ltd; City of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading houseware brand in London is seeking an experienced Head of Consumer Care to shape and lead a consumer-centric function. This role emphasizes customer journey optimization and proactive engagement, aiming to deliver exceptional experiences. The ideal candidate will possess strong leadership skills and a data-driven approach to drive continuous improvement. This position offers a competitive salary with benefits, including hybrid working flexibility and a performance-related bonus.

Benefits

Competitive salary

Company performance related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Hybrid working

Employee wellbeing support

Access to Perkbox

Volunteer days

Team Recognition scheme

Training and Development

Holiday carry-over scheme

Season-ticket travel loan

Cycle to work scheme

Parental Leave support

Holiday trading (buy/sell)

Qualifications

• Proven experience in leading consumer care or customer experience functions.
• Strong understanding of customer journey design.
• Data-driven mindset with experience in insights for improvement.

Responsibilities

• Develop and implement consumer care strategy.
• Lead and inspire the Consumer Care team.
• Monitor and analyze consumer care data.

Skills

Leadership

Customer experience

Data analysis

Problem-solving

Communication

Stakeholder management

Team development

Proactive engagement

Zendesk proficiency

Tools

Zendesk

Digital tools for customer experience

Job description

A leading houseware brand in London is seeking an experienced Head of Consumer Care to shape and lead a consumer-centric function. This role emphasizes customer journey optimization and proactive engagement, aiming to deliver exceptional experiences. The ideal candidate will possess strong leadership skills and a data-driven approach to drive continuous improvement. This position offers a competitive salary with benefits, including hybrid working flexibility and a performance-related bonus.