Head of Customer Experience

1 month ago

London, United Kingdom OJ Digital Full time

Job Description

Job Title: Head of Customer Experience

Location: London

Company Overview:

A dynamic and rapidly growing online marketplace dedicated to connecting buyers and sellers seamlessly and efficiently.

Role Overview:

As the Head of Customer Experience, you will play a pivotal role in shaping and executing their customer-centric strategy. You will lead and inspire a team of dedicated professionals responsible for ensuring that every interaction our customers have with their platform is positive, memorable, and exceeds their expectations.

Key Responsibilities:

Leadership and Team Management:

  • Provide visionary leadership to the Customer Experience team, fostering a culture of excellence, innovation, and continuous improvement.
  • Recruit, train, and develop a high-performing team capable of delivering exceptional customer service across various channels.
  • Set clear goals and KPIs for the team, regularly monitoring performance and providing constructive feedback to drive results.

Strategy + Executions:

  • Develop and implement a comprehensive customer experience strategy aligned with the company's overarching goals and objectives.
  • Continuously assess customer needs, preferences, and pain points to identify opportunities for improvement and innovation.
  • Collaborate cross-functionally with product, marketing, and operations teams to drive initiatives that enhance the overall customer experience.

Process Optimization and Efficiency:

  • Streamline customer-facing processes and workflows to minimize friction points and maximize efficiency.
  • Implement scalable solutions and technologies to support the team's efforts in delivering personalised and timely support to customers.
  • Leverage data and analytics to gain insights into customer behaviour and trends, guiding strategic decision-making.

Customer Advocacy and Relationship Management:

  • Serve as the voice of the customer within the organisation, advocating for their needs and championing initiatives that prioritise customer satisfaction and loyalty.
  • Establish and nurture strong relationships with key stakeholders, including customers, vendors, and partners, to foster trust and collaboration.
  • Resolve escalated customer issues and complaints promptly and effectively, ensuring a positive resolution and preserving customer goodwill.

Qualifications:

  • 8+ years within CX/Operations
  • Proven track record of success in a senior leadership role within a customer-centric organisation, preferably in the SaaS or online marketplace industry.
  • Exceptional interpersonal and communication skills, with the ability to inspire and motivate teams to achieve ambitious goals.
  • Strong analytical mindset, with the ability to leverage data and insights to drive strategic decision-making and continuous improvement.
  • Demonstrated experience in developing and implementing customer experience strategies that deliver tangible business results.
  • Passion for delivering exceptional customer service and a deep understanding of customer needs and preferences.
  • Comfortable working in a fast-paced and dynamic environment, with the ability to adapt quickly to changing priorities and requirements.
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