Full job descriptionHead of Customer ExperienceLocation: Rugby | Full-Time | On-Site
A strategic leadership role responsible for shaping and delivering the company’s Customer Experience strategy, driving customer satisfaction, retention, commercial growth, and operational excellence across the entire customer journey.
Key Responsibilities*Lead and develop a high-performing Customer Services team.
*Drive customer satisfaction, retention, loyalty, and lifetime value.
*Oversee escalated customer issues and ensure exceptional service delivery.
*Develop customer experience strategies and continuous improvement initiatives.
*Manage departmental KPIs, reporting, SLAs, CRM accuracy and operational performance.
*Identify commercial opportunities, including consumables revenue and SSP renewals.
*Collaborate with Sales, Marketing, Engineering, Logistics and Finance to improve customer journeys.
*Use customer feedback and insights to influence business decisions and enhance service delivery.
*Lead process improvement, SOP development, compliance and quality standards.
Key Skills*Strong leadership and people management.
*Customer-centric with commercial awareness.
*Excellent communication and stakeholder engagement skills.
*Strong analytical, reporting and problem-solving abilities.
*Experienced with CRM systems and KPI management.
Experience Required*3+ years in a senior customer-facing leadership role.
*Proven experience managing teams and customer escalations.
*Track record of improving customer retention, service performance and operational efficiency.
*Experience analysing KPIs and producing management reports.
Desirable*Background in healthcare or technical services.
*Experience working with marketing on customer engagement campaigns.
*Knowledge of ISO quality standards and continuous improvement methodologies.
Key Measures of SuccessCustomer satisfaction, retention, revenue growth, SSP renewals, SLA performance, complaint resolution, CRM accuracy, team development and continuous improvement outcomes.