Head of Customer Experience

2 months ago

London, Greater London, United Kingdom loveholidays Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as the Head of Customer Experience. As a key member of our leadership team, you will be responsible for driving our customer retention and growth strategies, leveraging your expertise in CRM and personalisation to deliver exceptional customer experiences.

Key Responsibilities
  • Lead Customer Retention Strategy: Develop and execute a comprehensive customer retention strategy, focusing on delivering highly personalised automated customer communication journeys.
  • Enhance Customer Communications: Continuously improve our customer communications capability, increasing our personalisation capabilities and delivering at a high level with a lean team.
  • Drive Consistency and Excellence: Ensure consistency and excellence in our customer messaging, making sure that our communications deliver value for our customers and reflect our brand.
  • Data-Driven Decision Making: Use a data-driven approach to analyse key metrics and inform decision-making, ensuring CRM strategies are effectively measured and optimised for success.
  • Expand CRM Channels: Expand our CRM channels beyond email and push notifications, improving our ability to reach the right customer, at the right time, through the right channel and with the right message.
  • Collaborate with Engineering and Data Science Teams: Work closely with our CRM Engineering team to continually improve our customer communications program, focusing on personalisation, automation, and configurability, and with our Data Science and Analytics team to improve our customer segmentation and targeting.
Requirements
  • Extensive CRM Experience: Extensive experience working in CRM for a digital ecommerce brand.
  • Leadership Experience: Experience in a people management or 'head of' role.
  • Collaboration and Communication Skills: Experience of working closely and collaboratively with engineering and product teams.
  • Data-Driven Mindset: Highly data-driven mindset with a strong emphasis on using data and analysis to drive decisions.
  • Proven CRM Experience: Proven experience working across the CRM value chain, including strategy, content, communications, technology, and operations.
  • Customer-Centric Approach: Strong customer mindset, with an eye for detail and ability to understand what delivers impact for customers and for the business.
  • Ambition and Adaptability: Ambition to deliver big impact in a growing business, with a hands-on style and ability to operate at multiple levels.
  • Commercial and Technical Acumen: Strong understanding of the commercial, customer, and technical KPIs that determine success in CRM.
Desirable Qualifications
  • Travel Industry Experience: Experience in the travel sector.
  • Language and Market Experience: Experience working in multiple languages and markets.
  • Braze Platform Experience: Experience of the Braze platform and Liquid language.

  • Head of Brand and Store Experience

    1 month ago

    London, Greater London, United Kingdom Head Office Full time

    About the Role:We are seeking a highly skilled Brand Experience Director to join our team at Head Office. This is an exciting opportunity to shape the customer experience and drive commercial growth for our company.As a key member of our team, you will be responsible for defining how customers experience our brand, designing and delivering experiences that...

  • Head of Brand and Store Experience

    1 month ago

    London, Greater London, United Kingdom Head Office Full time

    About the Role:We are seeking a highly skilled Brand Experience Director to join our team at Head Office. This is an exciting opportunity to shape the customer experience and drive commercial growth for our company.As a key member of our team, you will be responsible for defining how customers experience our brand, designing and delivering experiences that...

  • Head of Customer Acquisition

    2 months ago

    London, Greater London, United Kingdom HEAD OFFICE Full time

    About the RoleWe are seeking a highly skilled and experienced professional to lead our customer acquisition efforts as the Head of Customer Acquisition. This is a key role within our organisation, responsible for developing and executing a comprehensive customer acquisition strategy aligned with our customer plan and overall brand and customer strategy.Key...

  • Head of Events and Experiences

    7 days ago

    London, Greater London, United Kingdom Public House Head Office Full time

    Job Title: Head of Special EventsJob SummaryThe Head of Special Events is responsible for planning, executing, and overseeing a diverse range of in-house and guest-driven events across the pub group's venues. This includes managing key seasonal events, brand collaborations, and private, high-profile functions.Key ResponsibilitiesIn-House Event Planning and...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Staysure Group Full time

    Job Title: Head of Customer ExperienceWe are seeking a seasoned leader to join our team as the Head of Customer Experience. This role will be responsible for driving operational excellence, innovation, and colleague development within our organization.Key Responsibilities:Lead the development and implementation of operational strategies to drive business...

  • Head of Customer Experience

    2 months ago

    London, Greater London, United Kingdom loveholidays Full time

    {"title": "Head of CRM", "description": "Unlock Customer PotentialAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As our Head of CRM, you'll play a critical role in driving bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:Develop and execute a...

  • Head of Customer Experience

    2 months ago

    London, Greater London, United Kingdom loveholidays Full time

    {"title": "Head of CRM", "description": "Unlock Customer PotentialAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As our Head of CRM, you'll play a critical role in driving bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:Develop and execute a...

  • Head of Customer Experience

    1 month ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    1 month ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    4 weeks ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    4 weeks ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Staysure Group Full time

    Job Title: Head of Customer OperationsStaysure Group is seeking a highly skilled and experienced professional to lead our Customer Operations team. As the Head of Customer Operations, you will be responsible for driving operational excellence, innovation, and customer satisfaction across our organization.Key Responsibilities:Lead the development and...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Staysure Group Full time

    Job Title: Head of Customer OperationsStaysure Group is seeking a highly skilled and experienced professional to lead our Customer Operations team. As the Head of Customer Operations, you will be responsible for driving operational excellence, innovation, and customer satisfaction across our organization.Key Responsibilities:Lead the development and...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Staysure Group Full time

    Job Title: Head of Customer OperationsAt Staysure Group, we're seeking a seasoned leader to spearhead our internal operational Centre of Excellence, Innovation Hub, Colleague Development, and Colleague Onboarding experience. As the Head of Customer Operations, you'll be responsible for driving our ambitious growth plans while ensuring we reduce operating...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Staysure Group Full time

    Job Title: Head of Customer OperationsAt Staysure Group, we're seeking a seasoned leader to spearhead our internal operational Centre of Excellence, Innovation Hub, Colleague Development, and Colleague Onboarding experience. As the Head of Customer Operations, you'll be responsible for driving our ambitious growth plans while ensuring we reduce operating...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom loveholidays Full time

    Unlock the Power of PersonalisationAt loveholidays, we're on a mission to revolutionise the way we connect with our customers. As the Head of CRM, you'll play a critical role in driving our bookings and retention growth through highly personalised automated customer communication journeys.Your Impact:You'll be responsible for leading the execution of our CRM...

  • Head of Customer Experience

    4 weeks ago

    London, Greater London, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Service to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for shaping the future of customer care operations and driving exceptional customer experiences across our business.Key ResponsibilitiesDevelop and implement strategic customer...

  • Head of Customer Experience

    4 weeks ago

    London, Greater London, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a highly skilled and experienced Head of Customer Service to join our team at Sainsbury's. As a key member of our leadership team, you will be responsible for shaping the future of customer care operations and driving exceptional customer experiences across our business.Key ResponsibilitiesDevelop and implement strategic customer...

  • Head of Customer Experience

    3 weeks ago

    London, Greater London, United Kingdom Places Development Full time

    About the RoleAt Places for People, we're dedicated to creating inclusive and thriving communities for our customers and employees. As the Head of Customer Services, you'll play a key strategic and operational role in ensuring the development, continuous improvement, and delivery of a best-in-class aftercare service to customers who have purchased a property...