Head of Customer Experience

2 weeks ago

London, United Kingdom LuxDeco Full time

LuxDeco is looking for a Head of Customer Experience who will lead the creation and implementation of an innovative strategy that delivers a trusted and unrivaled luxury experience on a global scale across multiple channels to drive customer engagement and revenue growth.

**Responsibilities**

Full responsibility for the customer experience department and associated people and business metrics such as response and handling times

Define and communicate the Customer Experience vision in line with the business strategy and company values by fully engaging with and inspiring direct reports, and key stakeholders across the business

Undertake a programme to build a first-hand understanding of the current customer experience as seen through shoppers' eyes across all touch points, utilising customer feedback. Overlay this with research insight and employee feedback to share back within the business and drive service improvement

Outline the journey to achieve the customer experience vision including key landmarks and measures of success.

Evaluate the current digital marketing strategy and our technology capability in collaboration to increase relevant and value-adding customer engagement as part of the overall customer experience.

Lead the efficient introduction of new propositions, whilst minimising the disruption to the existing business.

Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience. Furthermore, encourage, recognise & reward the contribution of new ideas generation at every level.

Lead, manage, coach, develop and inspire the Customer Care Team to ensure those teams deliver to SLAs and exceed customer expectations.

Present progress and measurable objectives & achievements on a timely basis to Board & Exec members and other key stakeholders

Build and grow international support teams to ensure the highest level of customer service possible for global growth of the business

Work with the HR department to develop and implement a people strategy that creates a highly performant, engaged team with strong retention

Lead the sourcing and implementation of world class online systems to support the delivery of the customer journey

Manage all external 3rd party service providers across budgets, performance and use of value added services

Full financial accountability for the department budget

Constantly build knowledge of thought leading customer experiences to ensure the organisation becomes the reputed leader in delivering an exceptional customer experience.

**Requirements**:
Minimum 5 years of experience

Proven experience of growing and developing customer service/ experience in other digital businesses

Strategic planning and delivery leadership

Project leadership on a multi-stakeholder level

Financial and budget accountability

Strong commercial acumen to justify business investment

Ability to communicate and present information to inspire the organisation and influence the business

Preferable to have experience in running a contact centre and developing VIP programs

This role is a fully available 5 days a week

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