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Head of Customer Experience and Operations

2 months ago

Watford, Hertfordshire, United Kingdom Sofa Club Full time

About Us

Sofa Club is a rapidly expanding, innovative company in the furniture industry, committed to delivering exceptional customer experiences. We're seeking a seasoned professional to lead our customer support strategy and drive after-sales service excellence.

Purpose of Role

The Head of Customer Experience and Operations will be responsible for developing and implementing a comprehensive customer support strategy, ensuring seamless interactions with our customers. This role will lead and inspire our after-sales teams, fostering a culture of exceptional customer care and support.

Key Responsibilities:

  • Customer Support Strategy Development: Design and implement a customer-centric approach to support, ensuring timely and effective issue resolution.
  • Team Leadership: Lead and motivate the after-sales teams, promoting a culture of excellence and continuous improvement.
  • Customer Care and Support: Ensure the highest standards of customer care and support, meeting or exceeding customer expectations.
  • Supplier Management: Collaborate with delivery partners and suppliers to maintain the highest standards of service and quality.
  • Performance Metrics and Analysis: Monitor and analyze customer service metrics to identify areas for improvement and drive data-driven decision-making.
  • Escalated Issues and Complaints: Manage and resolve escalated customer issues and complaints, ensuring timely and effective resolution.
  • Interdepartmental Collaboration: Work closely with other departments to enhance the overall customer experience and drive business growth.
  • Innovation and Process Improvement: Develop and implement new processes to improve customer satisfaction, loyalty, and retention.
  • Industry Trends and Best Practices: Stay up-to-date with industry trends and best practices in customer service, applying knowledge to drive continuous improvement.

Requirements:

  • Proven Experience: A minimum of 5 years of experience in a senior customer service or customer experience role, preferably in the furniture industry.
  • Leadership Skills: Proven leadership skills, with a track record of building and leading high-performing teams.
  • Communication and Interpersonal Skills: Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  • Data Analysis and Decision-Making: Ability to analyze data and make informed decisions, driving business growth and customer satisfaction.
  • Customer-Centric Mindset: A passion for customer care and a commitment to exceeding customer expectations.
  • E-commerce Experience: Experience in the e-commerce industry, with a deep understanding of online customer behavior and preferences.

What We Offer:

  • Vitality Healthcare Insurance: Comprehensive health insurance for employees and their families.
  • Loyalty Additional Annual Leave: Additional paid time off for employees who demonstrate exceptional loyalty and commitment to the company.
  • Discount for Friends and Family: Exclusive discounts for employees' friends and family members on Sofa Club products and services.
  • Employee of the Month Prizes: Recognition and rewards for employees who demonstrate exceptional performance and dedication.
  • Quarterly Social Events: Regular social events and team-building activities to foster a sense of community and camaraderie.
  • Free On-Site Parking: Convenient parking facilities for employees.
  • Collaborative and Inspiring Work Environment: A dynamic and supportive work environment that encourages innovation and growth.
  • Choice of Hardware and Access to Best Software: State-of-the-art hardware and software tools to support employee productivity and success.

Sofa Club Principles:

  • Stay Hungry: A commitment to continuous learning and growth, both personally and professionally.
  • Be Innovative: A culture of creativity and experimentation, driving innovation and progress.
  • Be Committed: A strong sense of responsibility and accountability, with a focus on delivering exceptional results.
  • Think of Others: A commitment to teamwork and collaboration, with a focus on supporting colleagues and driving business success.
  • Be Reliable: A strong sense of integrity and reliability, with a focus on meeting commitments and delivering on promises.
  • Be the Best You: A culture of self-improvement and personal growth, with a focus on developing skills and expertise.

SOFA CLUB is committed to creating a diverse and inclusive work environment where all employees have equal access to opportunities and voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds.