Head of Customer Experience

3 weeks ago

Evesham, United Kingdom Karndean Designflooring UK Full time

Head of Customer Experience


In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.


We are looking for a dedicated and dynamic Head of Customer Experience, who leads our customer sales teams and ensures the delivery of a seamless customer experience across all stages and touchpoints in our customers’ journey. This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer satisfaction, NPS, customer retention, and new business growth.


Responsibilities:


  • Team Leadership: Lead, mentor, and motivate a team of customer service advisors who also handle customer sales orders, ensuring they provide excellent customer service.
  • Customer Experience Strategy: Develop and implement the overall customer experience strategy, collaborating with cross-functional teams to ensure a unified approach.
  • Customer Journey Mapping: Map customer journeys across all products, services, and brands to identify and enhance key touchpoints.
  • Sales Order Management: Oversee the accurate and timely processing of customer sales orders, ensuring compliance with company policies and procedures.
  • Data and Analytics: Establish and roll out the company’s customer experience roadmap, leveraging technology, data, and analytics to provide a 360-degree view of the customer experience.
  • Performance Metrics: Create and implement an analytics framework to measure customer experience KPIs, customer sentiment, and success metrics.
  • Continuous Improvement: Identify and implement tools and technologies to manage, measure, and improve customer experience, and recommend changes to improve business outcomes.
  • Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to ensure a cohesive approach to customer experience and sales order management.
  • Issue Resolution: Handle and resolve complex customer complaints and issues, ensuring a satisfactory resolution for both the customer and the company.
  • Training and Development: Develop and implement training programs to ensure the team is equipped with the necessary skills and knowledge to excel in their roles.


Requirements:


  • Strong experience leading a customer service and sales advisor environment.
  • Strong interpersonal skills and a proven track record of creating alignment across functions.
  • Demonstrable understanding of emerging customer experience channels and technology, including CRM and customer support technologies.
  • Experience in recommending and implementing creative solutions to drive increases in NPS, customer satisfaction, retention, and online review scores.
  • Ability to influence stakeholders to gain alignment and prioritize cross-functional initiatives.
  • Strong prioritizing, planning, analytical, presentation, and problem-solving skills.
  • Proficient in Microsoft Applications (Word, Excel, and PowerPoint), CRM, and customer service solutions.
  • Excellent oral and written communication skills.
  • A customer-centric mindset and advocate for listening to the voice of the customer.
  • Proven ability to create shared vision, inspire collaboration, and drive change with momentum.
  • Demonstrated improvement of brand experience, driving customer retention, reducing churn, and increasing customer satisfaction.


Our Company:

Karndean Designflooring UK is based in Evesham, Worcestershire across three sites with excellent facilities. We offer a huge range of benefits but here are some of the headlines:


  • Competitive salary
  • Employee discount
  • Health cash plan
  • Private Health Care
  • 24 days holiday (increasing with service) + all BHs + a day off for your birthday
  • Enhanced pension scheme
  • Car allowance
  • Enhanced maternity and paternity benefits
  • Enhanced sick pay
  • Learning and development opportunities
  • Paid Volunteering day
  • Enhanced bonus scheme


As part of our company you will enjoy working with a team of incredibly passionate, fun people and have the opportunity to contribute innovative ideas direct to the executive leadership team as well as progressing your career.


At Karndean we are committed to recruiting and retaining a diverse workforce with an equitable, inclusive environment.

  • Head of Customer Experience

    2 weeks ago

    Evesham, United Kingdom Karndean Designflooring UK Full time

    Head of Customer Experience In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a dedicated...

  • Head of Customer Experience

    2 weeks ago

    Evesham, United Kingdom Karndean Designflooring UK Full time

    Job Description Head of Customer Experience In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are...

  • Head of Customer Experience

    3 weeks ago

    Evesham, United Kingdom Karndean Designflooring UK Full time

    Head of Customer ExperienceIn 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.We are looking for a dedicated and...

  • Head of Customer Experience

    3 weeks ago

    Evesham, United Kingdom Karndean Designflooring UK Full time

    Head of Customer ExperienceIn 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.We are looking for a dedicated and...

  • Head of Customer Experience

    3 weeks ago

    Evesham, United Kingdom Karndean Designflooring UK Full time

    Head of Customer ExperienceIn 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business.We are looking for a dedicated...

  • Head of Customer Experience Excellence

    1 day ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    Unleash Your Potential as Head of Customer Experience ExcellenceKarndean Designflooring UK is a dynamic organization that values innovation and excellence in customer experience. As our Head of Customer Experience Excellence, you will play a vital role in shaping our customer experience strategy and leading our customer-facing teams to deliver exceptional...

  • Head of Customer Experience

    2 weeks ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    Head of Customer Experience In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a...

  • Head of Customer Experience

    2 weeks ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    Head of Customer Experience In 1973, Karndean started life as a small family business. Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a...

  • Customer Experience

    2 weeks ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    Head of Customer Experience Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a dedicated and dynamic Head of Customer Experience, who leads our...

  • Customer Experience

    2 weeks ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    Head of Customer Experience Now we are one of the world's most renowned and respected luxury flooring brands. We recognise our people as being the key drivers of our success and it’s their passion and innovation that has allowed us to continue growing as a business. We are looking for a dedicated and dynamic Head of Customer Experience, who leads our...

  • Head of Customer Success Management

    3 days ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    We are looking for a highly skilled Head of Customer Success Management to lead our customer sales teams and ensure seamless customer experiences across all stages and touchpoints in our customers' journey.This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving...

  • Customer Experience Director

    3 days ago

    Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

    We are seeking a seasoned Customer Experience Director to lead our customer sales teams and ensure seamless customer experiences across all stages and touchpoints in our customers' journey.This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer...

  • Head of Procurement

    6 months ago

    Evesham, United Kingdom MorePeople Full time

    Location: Evesham - Sector: Food, Fresh Produce - Salary: £50000 - £55000 per annum - Contact: Lucy Renner - Job ref: LR17978 - Published: about 10 hours ago We're delighted to be partnering with FareShare on an exclusive basis to secure a new Head of Procurement. Join them on their mission to fight food waste and hunger across the UK! **What can I...

  • Head Recreation Assistant

    6 months ago

    Evesham, United Kingdom Rivers Fitness Full time

    Evesham Leisure Centre require a Head Recreation Assistant to help with the day to day running of the leisure centre. You will be required to cover as Duty Manager during periods of holiday or sickness. **Qualifications**: - NPLQ - Pool Plant operators - IOSH (Health and Safety) **Skills/Experience**: - Experience in a Supervisory role. - People skills -...

  • Head Chef Position

    2 days ago

    Evesham, Worcestershire, United Kingdom Blue Arrow - Birmingham Full time

    Key Responsibilities:Maintain high standards of food quality and presentationDevelop and implement new recipes and menusWork effectively in a fast-paced kitchen environmentRequirements:Proven experience as a head chef or sous chef in a commercial kitchenStrong knowledge of food safety and hygiene practicesAbility to lead and motivate a team of...

  • Head Housekeeper

    6 months ago

    Evesham, United Kingdom Austen Court Care Home, Evesham Full time

    Austen Court are recruiting for a Head Housekeeper at our beautiful home in Evesham. **Job summary** To oversee the domestic and laundry cleaning service in support of the hotel services function to ensure a high quality and comprehensive care service is delivered to residents. **Specific Duties** Ø Helps to maintain a ‘homely’ and pleasant...

  • Head Housekeeper

    6 months ago

    Evesham, United Kingdom Cannock Specialist Care Centre Full time

    Austen Court are recruiting for a Head Housekeeper at our beautiful home in Evesham. **Job summary** To oversee the domestic and laundry cleaning service in support of the hotel services function to ensure a high quality and comprehensive care service is delivered to residents. **Specific Duties** Ø Helps to maintain a ‘homely’ and pleasant...

  • Dining Experience Coordinator

    2 days ago

    Evesham, Worcestershire, United Kingdom Bupa Full time

    Are you a talented cook looking for a new challenge? We have an exciting opportunity for a Dining Experience Coordinator to join our team at Richmond Wood Norton. As part of our culinary team, you will play a key role in creating a diverse range of dishes that cater to various dietary needs and preferences.The successful candidate will have experience...

  • Head of Culinary Operations

    2 weeks ago

    Evesham, Worcestershire, United Kingdom Beefeater Full time

    Kitchen Manager Job DescriptionWe are looking for an experienced Kitchen Manager, Head Chef, or similar to join our Beefeater team. As a key member of our management team, you will be responsible for leading our kitchen operations and delivering exceptional restaurant service.About YouYou have a proven track record of leading successful kitchen teams.You...

  • Customer Advisor

    6 months ago

    Evesham, United Kingdom Boots Full time

    Summary Job Reference: - 210617BR Evesham, Retail Park Permanent Part-time **The hourly rate for this role is £10.42 and up to £10.95 across selected locations within London. The hourly rate will increase after 6 months in role.** **The importance of your role.** This is your chance to be part of something a bit different. You’ll be working closely...