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Customer Experience Director

2 months ago

Watford, Hertfordshire, United Kingdom Sofa Club Full time

About the Role:

Sofa Club, the UK's fastest-growing sofa brand, is seeking an experienced Head of Customer Experience to lead our customer support strategy and improve our after-sales service.

Key Responsibilities:

  • Develop and implement a comprehensive customer support strategy to create an industry-leading customer care reputation.
  • Ensure the highest standards of customer care and support, managing delivery partners and suppliers to hold them to the highest standards of service.
  • Monitor and analyse customer service metrics to drive improvements, managing and resolving escalated customer issues and complaints.
  • Collaborate with other departments to enhance the overall customer experience, staying current with industry trends and best practices in customer service.

Requirements:

  • Proven experience in a senior customer service or customer experience role, preferably in the furniture industry.
  • Strong leadership skills with a track record of building and leading high-performing teams.
  • Ability to analyse data and make informed decisions, with a passion for customer care and a commitment to exceeding customer expectations.

What We Offer:

  • Vitality Healthcare Insurance
  • Loyalty additional annual leave
  • Discount for friends and family
  • Employee of the month prizes
  • Quarterly social events
  • Free on-site parking
  • A collaborative, creative, and inspiring working environment
  • Choice of hardware & access to the best software

Our Commitment:

We proactively offer help and support to our colleagues to help them perform better. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, color, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.