Head of Customer Experience

2 months ago

Croydon, Greater London, United Kingdom Tropic Skincare Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Ambassador and Customer Support team as the Head of Customer Experience. This is a critical role that requires a strong strategic mindset, excellent leadership skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities
  • Leadership and Management: Inspire and empower the HQ team with strong leadership and a clear vision, cultivating a positive and motivating work environment that supports and uplifts every team member.
  • Strategic Planning: Develop and implement strategic plans to enhance the efficiency and effectiveness of Ambassador and Customer support initiatives, using data-driven insights to inform decision-making and improve overall performance.
  • Innovation and Improvement: Introduce new ideas and better working methods, focusing on increasing efficiency and effectiveness in a fast-paced and demanding environment.
  • Cross-Functional Collaboration: Work with cross-functional teams to ensure ambassador and customer-centricity is embedded across the organisation.
  • Feedback Integration: Transform ambassador and customer feedback into actionable insights and game-changing recommendations for product improvements, keeping us ahead of market trends.
  • Ambassador and Customer Journey Oversight: Champion the Ambassador and Customer journeys, ensuring every interaction is met with timely, clear, and compassionate responses that exceed expectations.
  • Training and Development: Elevate the HQ team through engaging training sessions on platform features, functionalities, and best practices, leading by example and coaching your team on solution-oriented and efficient working methods.
  • Efficiency and Automation: Drive efficiency by supporting and championing your team to automate and streamline processes.
  • Metrics and Reporting: Define, analyse, and report key success metrics, identifying business priorities and translating them into actionable plans for your team, fostering their professional and personal development.
  • Strategic Growth Planning: Shape the future growth of your team, leading strategic planning.
  • Team Management: Energise your team with regular check-ins, inspiring mid and end-of-year reviews, and dynamic weekly manager meetings to drive continuous improvement and ensure we exceed organisational goals.
  • Awards and Recognition: Champion our mission to achieve prestigious awards for outstanding customer experience, putting our company on the map as a leader in the skincare industry.
  • Systems Management: Revolutionise our systems to exceed the expectations of our HQ team, Ambassadors, and Customers, ensuring seamless and efficient operations.
  • Project Leadership: Lead all Ambassador and Customer support projects, delivering exceptional results on time and setting new standards of excellence.
Requirements
  • Minimum + years of experience in a Leadership CX role, with a track record of developing and executing strategies and proven expertise in people management.
  • Proven experience in designing and implementing successful team structures that improve team efficiency, productivity, and alignment with organisational goals.
  • The ability to think strategically and align CX initiatives with organisational goals, driving a customer-centric approach.
  • Proficiency in using Zendesk and experience with AI-driven customer support solutions.
  • Strong analytical skills, attention to detail, and process efficiency.
  • A proactive and inspiring leader with diligent, collaborative, organised, and reliable working methods.
  • A data-driven personality with a natural desire to constantly rethink, question, and optimise our operations.
  • Outstanding interpersonal skills.
  • Excellent communication and collaboration skills, with the ability to effectively influence and align cross-functional teams.
  • The ability to develop strong relationships with key client stakeholders to understand their business objectives and requirements.

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    Job Title: Head of Customer ExperienceDepartment: Customer & Ambassador SupportReports to: Managing DirectorLocation: Croydon/Hybrid - days a week in the officeSalary: Competitive depending on experienceAbout the RoleWe're seeking a passionate and forward-thinking leader to drive our Ambassador and Customer Support HQ team's success. As Head of Customer...

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    Job Title: Head of Customer ExperienceDepartment: Customer & Ambassador SupportReports to: Managing DirectorLocation: Croydon/Hybrid - days a week in the officeSalary: Competitive depending on experienceAbout the RoleWe're seeking a passionate and forward-thinking leader to drive our Ambassador and Customer Support HQ team's success. As Head of Customer...

  • Head of Customer Experience

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Experience professional to lead our Ambassador and Customer Support team. As the Head of Customer Experience, you will be responsible for developing and implementing strategies to enhance the efficiency and effectiveness of our customer support initiatives.Key ResponsibilitiesLead and...

  • Head of Customer Experience

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Experience professional to lead our Ambassador and Customer Support team. As the Head of Customer Experience, you will be responsible for developing and implementing strategies to enhance the efficiency and effectiveness of our customer support initiatives.Key ResponsibilitiesLead and...

  • Head of Customer Experience

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving strategic growth and exceptional customer experiences. As Head of Customer Experience, you'll be responsible for cultivating a positive, motivating work environment that empowers every team member to excel.Key ResponsibilitiesDevelop and implement...

  • Head of Customer Experience

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving strategic growth and exceptional customer experiences. As Head of Customer Experience, you'll be responsible for cultivating a positive, motivating work environment that empowers every team member to excel.Key ResponsibilitiesDevelop and implement...

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence. As the Head of Customer Experience, you'll be responsible for developing and executing strategies that enhance customer satisfaction, loyalty, and retention.Key...

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence. As the Head of Customer Experience, you'll be responsible for developing and executing strategies that enhance customer satisfaction, loyalty, and retention.Key...

  • Head of Customer Experience Leader

    2 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team. As the Head of Customer Experience, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support operations.Key ResponsibilitiesDevelop and implement strategic plans to improve customer satisfaction...

  • Head of Customer Experience Lead

    2 months ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team. As Head of Customer Experience, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support initiatives.Key ResponsibilitiesDevelop and implement strategic plans to improve customer satisfaction and...

  • Head of Customer Experience Lead

    2 months ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team. As Head of Customer Experience, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support initiatives.Key ResponsibilitiesDevelop and implement strategic plans to improve customer satisfaction and...

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence.Key ResponsibilitiesDevelop and execute strategic plans to enhance customer support initiatives, leveraging data-driven insights to inform decision-making.Lead cross-functional...

  • Head of Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence.Key ResponsibilitiesDevelop and execute strategic plans to enhance customer support initiatives, leveraging data-driven insights to inform decision-making.Lead cross-functional...

  • Head of Customer Experience Lead

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence.Key ResponsibilitiesDevelop and execute strategic plans to enhance the efficiency and effectiveness of Ambassador and Customer support initiatives.Lead cross-functional teams...

  • Head of Customer Experience Lead

    1 month ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team, driving exceptional customer experiences and fostering a culture of excellence.Key ResponsibilitiesDevelop and execute strategic plans to enhance the efficiency and effectiveness of Ambassador and Customer support initiatives.Lead cross-functional teams...

  • Head of Customer Advocacy

    4 days ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the Role:We're seeking a forward-thinking leader to shape the future of our Ambassador and Customer Support HQ team. As the Head of Customer Experience, you'll embody our excellent reputation, drive growth, and champion exceptional service. You'll be responsible for inspiring and empowering our HQ team, designing and implementing strategic plans, and...

  • Head of Ambassador

    2 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About the RoleWe're seeking a strategic and customer-centric leader to head our Ambassador and Customer Support team. As the Head of Ambassador & Customer Support, you will be responsible for developing and implementing strategies to enhance the efficiency and effectiveness of our Ambassador and Customer support initiatives.Key ResponsibilitiesLead the...

  • Lead Customer Experience

    2 months ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About Tropic Skincare Tropic Skincare was founded by Susie, who started selling homemade body scrubs at Greenwich Market as a teenager to help her mum pay the bills. Her first day sold out, and she realised she had started something special. Today, we are one of the UK's fastest-growing beauty businesses, offering an extensive range of award-winning skincare...

  • Lead Customer Experience

    4 weeks ago

    Croydon, Greater London, United Kingdom Tropic Skincare Full time

    About Tropic Skincare Tropic Skincare was founded by Susie, who started selling homemade body scrubs at Greenwich Market as a teenager to help her mum pay the bills. Her first day sold out, and she realised she had started something special. Today, we are one of the UK's fastest-growing beauty businesses, offering an extensive range of award-winning skincare...

  • Customer Experience Manager

    1 week ago

    Croydon, Greater London, United Kingdom Daniel Owen Ltd Full time

    At Daniel Owen Ltd, we are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our team, you will play a vital role in ensuring the highest level of customer satisfaction and quality in our home-building process.Based in Croydon, this role offers a unique blend of office and home working, with Tuesdays, Wednesdays, and...