Head of Customer Experience

3 weeks ago

Hertford, United Kingdom Sofa Club Full time

Head of Customer Experience

Sofa Club is the fastest-growing sofa brand in the UK, and our team is expanding We have an exciting opportunity for a Head of Customer Experience to join our team.


Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.


About Us

At Sofa Club, we make statements, not sofas. Our objective is to profitably increase sales from £30 million to £50 million, and our disruptive approach aims to reshape the industry. This is your opportunity to be part of our journey alongside incredible individuals who are driving innovation and growth.


Purpose of Role

We are looking for an experienced and tech savvy Head of CX to lead our customer support strategy and improve our after-sales service. Your mission will be to create an industry-leading customer care reputation, ensuring our customers receive unparalleled support and service.


Responsibilities:


Delivery Satisfaction: Own and improve the home delivery satisfaction score by working closely with our 3PL partners to optimise the customer journey.

Team Leadership: Lead, inspire, and develop the after-sales teams to deliver exceptional service and exceed performance expectations.

Escalation Management: Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution while identifying root causes to prevent recurrence.

Service Partner Oversight: Manage delivery partners and suppliers, holding them to the highest standards of service and ensuring they meet all SLAs and KPIs.

Data-Driven Improvements: Monitor and analyse customer service metrics to identify trends, highlight areas for improvement, and implement solutions that drive customer satisfaction.

Technology Optimisation: Utilise customer service tools such as Zendesk to streamline operations, monitor performance, and enhance the customer experience through technology.

Process Innovation: Continuously innovate and implement new processes to improve customer satisfaction, reduce response times, and increase efficiency across all customer touchpoints.

Cross-Department Collaboration: Work closely with other departments to align customer service initiatives with broader business goals and deliver a cohesive customer experience.


Expectations:

  • Proven experience in a senior customer service or customer experience role.
  • Proven experience in the furniture industry, dealing with a high volume of orders.
  • Strong leadership skills with a track record of building and leading high-performing teams.
  • Tech-savvy, with experience using customer service tools (e.g., Zendesk) to manage operations effectively.
  • Exceptional communication and interpersonal skills.
  • Ability to analyse data and make informed decisions.
  • A passion for customer care and a commitment to exceeding customer expectations.
  • Experience in the e-commerce industry.


Staff Perks:

  • 🏥 Vitality Healthcare Insurance
  • 📅 Loyalty additional annual leave
  • 🛋 Discount for friends and family
  • 💌 Employee of the month prizes
  • 🥂 Quarterly social events
  • 🚘 Free on-site parking
  • 👥 A collaborative, creative, and inspiring working environment
  • 🖥 Choice of hardware & access to the best software


Are you a perfect match?

Sofa Club Principles:

  • Stay Hungry: We remain driven in both business and personal growth. In an ever-changing world, we understand the importance of staying switched on. Even when challenges arise, we don’t give up and are always ready for the next one.
  • Be Innovative: We’re not sofa sheep. We never follow the crowd and always pursue originality and authenticity. We’re adventurous and consistently choose bold ideas over safe ones.
  • Be Committed: We work hard & we get sh*t done Having a genuine passion for what we do means we remain productive in our daily work. We’re all in, committed to being the absolute best at what we do.
  • Think of Others: We take our responsibilities seriously. If something becomes a problem, we fix it before it affects the wider business. We also proactively offer help and support to our colleagues to help them perform better.
  • Be Reliable: We’re people of our word, and effective communication within our team is key to our reliability. Even when facing external challenges, we prioritize deadlines and remain true to our commitments.
  • Be the Best You: Embrace challenges as opportunities to learn. Seek feedback and collaborate. Set yourself goals and stay adaptable. By continually evolving and striving to be the best version of yourself, you’ll not only shine in your role but also inspire others too.


SOFA CLUB is committed to creating a diverse and inclusive work environment where all of our employees have equal access to opportunities and voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.

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