Head of Customer Experience

7 months ago

Gateshead, United Kingdom Team RH Fitness Full time

Want to work somewhere fun and exciting, where you're actually listened to and valued?

Team RH are a no BS, anti-corporate health tech business, and we're on the lookout for talented, creative and unique people to join our team. If you’re looking for a typical, boring office job then we’re not the place for you. However, if you like voicing your new and exciting ideas and being part of an amazing team then we want to hear from you

We’re all about:

- Hard graft.
- Bold, out-there ideas.
- Making a real difference to people’s lives and the fitness industry.
- Treating people like friends and family, not co-workers.
- Zero toxicity, zero BS.
- A fun and creative environment.
- Free snacks, good coffee and great craic.

This role will be fully in house at our Team Valley Headquarters.

**Key Responsibilities**
- Create and implement strategies that are aligned with the wider organisation and will future proof the business, enhancing customer satisfaction, loyalty and retention.
- Develop the Customer Experience team and prepare the department for scaling and growth, including department recruitment, onboarding and retention through coaching and mentoring.
- Monitor and review processes and procedures to identify ways to make them more time and cost-effective, implementing new processes to streamline workflow and ensure smooth operations throughout the Customer Experience team.
- Conduct customer research and analysis to gain insights into customer needs, preferences, and behaviours.
- Monitor industry trends and best practice standards to track potential business changes and take a proactive approach through suggesting innovative and creative solutions to problems.
- Liaise with the Social Media team to ensure the CX department is prepared for any upcoming social media campaigns and events. Maintain regular communication to maximise social media opportunities, e.g. transformation pictures, etc.
- Liaise with the Tech team and stay up to date of maintenance/app releases that may affect customers ability to effectively use the app and ensure that any bugs/issues reported by customers are directly fed back to Tech.
- Identify and implement ‘magic moment’ opportunities, working with the CX Manager to engage our communities and social media platforms e.g. rewards and call-outs on social media.
- Develop and implement effective communication channels between CX Agents and departments to ensure all customer feedback is utilised to enhance business performance.
- Regularly monitor and maintain dept standards in terms of brand guidelines, spelling/grammar, tone of voice, etc.
- Monitor and review departmental KPI’s, sales, achievement of milestones, customer service levels, quality-checks, etc. and implement plans to achieve and improve results through the CX team.
- Hold regular meetings with the CX team to share best practice, communicate department performance and business updates.
- Identify new opportunities for improving customer experience, driving sales, researching new internal software and integrations for the customer-facing teams.

**Essentials we are looking for**
- 5 years’ experience of leading and mentoring Customer Experience or Customer Service teams on-site and remotely with strong leadership skills and the ability to inspire and motivate team members.
- Customer-centric approach in order to understand the needs and wants of customers.
- Successful track record of designing, developing and implementing customer experience strategies and programs to drive business results, meet customer needs and improve the customer experience.
- Strong analytical skills and the ability to make decisions using data and metrics. This includes the ability to identify trends and analyze customer feedback.
- Previous experience of working towards KPI’s and sales targets plus measuring and monitoring customer satisfaction levels.
- Tech savvy - previous experience of working with social media business accounts or similar software to drive sales would be highly beneficial.
- Excellent internal and external communication, both verbal and written.
- Flexibility to work over our busy periods.
- Qualification in business, marketing or related field would be beneficial.

**Benefits**
- Free membership to our Team RH Life Plan.
- 25 days holiday plus bank holidays.
- Generous discounts on all merchandise.
- Free on-site gym
- Competitive salary.
- Free staff fun days and socials.
- Many opportunities for career development, as well as opportunities for training and personal development.
- Enhanced sick pay, maternity and paternity pay.
- Free snacks, tea and coffee on-site.
- Smoke-free site.

**Salary**: £40,000.00-£45,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you require any reasonable adjustments during the recruitment process?

Ability to Commute:

- Gateshead, Tyne and Wear (preferred)

Work Location: In person

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