Customer Experience

2 weeks ago

Oxford Oxfordshire, United Kingdom Crowcon Detection Instruments Ltd. Full time

Head of Customer Experience
Crowcon Detection Instruments Ltd. is looking to recruit to the Operations department a Head of Customer Experience to contribute to delivering company growth goals. This is a local role reporting to the Operations Director.

We have been designing and manufacturing life-saving products for 50 years, protecting people from toxic and flammable gases.

Crowcon Detection Instruments Ltd. is a wholly owned subsidiary of Halma plc. Halma is a market leader in specialist safety, health, and environmental technologies, a global group of businesses developing solutions that push the boundaries of science and technology. Headquartered in the UK, Halma is one of the top performing businesses in the FTSE 100 index with many years of record revenues and profits. The group has nearly 50 businesses operating through three sectors (Medical, Environmental & Analysis and Safety) in more than 20 countries and major operations in Europe, North and South America and Asia, supplying customers in 160 countries and employing more than 8,500 people worldwide.

Collaborate and support each other
As a senior member of the Ops Team, you will deliver an exceptional level of customer experience to all customers of the organisation from initial enquiry through delivery, after sales repair and service. Head of Customer Experience (Vacancy)
Head of Quality

The company head office is based just south of Oxford in Didcot, and we currently operate a hybrid working environment where on average you are in the office twice a week.

Continuously develop customer service procedures, policies and standards for the company and work with branch offices to ensure standard operating procedures are rolled out across the global operation.
Own the Customer Relationship Management System (CRM) driving adoption across all sales and internal customer facing teams globally
Continuously develop our internal ERP and CRM systems to maximise data and information to enable future growth through customer insight and procedural simplification.
Work with sales and marketing to implement a customer insight program to define and execute appropriate customer engagement plans.
Integrate digital technology to enable customers’ real time access to information through customer portals and web-based configurators.
Develop a robust and appropriate customer experience measure to identify areas for improvement and receive customer feedback. Monitor and report performance to determine customer advocacy.
Deliver our digital support strategy for new and existing products and services from pre to post sales.
Analyse opportunities and pipeline in CRM to enable forecasting and planning via the CRM system and lead the S&OP process.
Work closely with our Channel customers, and our account managers, to ensure they get the correct level of support. Extend the Crowcon customer experience standards out to our channel partners to demonstrate best in class.
Define the Customer Experience departmental vision and clearly articulate the key performance indicators and objectives for each department and each team member. Identify and manage performance.
Identify development plans for individuals through coaching, training and e-learning.
Implement improvements identified through the annual staff survey to ensure high levels of employee engagement and retention.
Create departmental budgets, ongoing financial forecasts, and manage overheads to achieve ongoing business requirements.

5 Years Experience in Customer facing Management role in a B2B environment.
~ Experience of Developing and implementing Business Management Systems successfully.
~ Experience of developing CRM systems and customer advocacy metrics.
~ Gravitas and personal credibility commensurate with a Senior Management position.
~ Ability to handle complaints and difficult situations in a patient, calm and effective way.
~ You are a creative, strategic thinker, and able to translate strategies into delivering tangible results
Generous company pension (up to 10.Hybrid working
~ Corporate life insurance
~25 days holiday
~ Your birthday off (after 1 year of service)
~3 days holiday purchase
~14 weeks paid maternity, paternity, adoption leave
~ Cycle to work scheme
~ Subsidised annual bus pass
~ Employee assistance programme
~ Learning and development opportunities
~ Free parking and subsidised EV charging points


Studies have shown that women and people from diverse backgrounds are less likely to apply for jobs unless they meet every single qualification. At Crowcon we are actively building and encouraging a diverse and inclusive workplace culture, so if you’re excited about this role as the next step of your career, but you don’t feel confident you have enough past experience to perfectly align with the job description, we encourage you to apply anyway.

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