Director of Customer Experience

19 hours ago


Tunbridge Wells, Kent, United Kingdom Bis Henderson Full time

Job Summary:

We are seeking a highly experienced and skilled professional to lead our Customer Service and Account Management teams. As a key member of our Senior Leadership Team, you will be responsible for driving business growth, improving customer satisfaction, and developing a high-performing team culture.

Key Responsibilities:

  • Direct line management and motivation of the Customer Service and Account Management teams to meet engagement and key business targets
  • Establish a positive, forward-thinking, and energized team culture that attracts and retains talent
  • Manage the team to deliver a consistently high-quality service
  • Oversee the day-to-day running of the Customer Service Team
  • Ownership - Point of escalation for all customer issues and complaints to reach resolution in line with policy
  • 'Know your numbers' - Achieve growth and sales targets by budgeting and implementing a clear path to success
  • Establish great working practices with key stakeholders at all levels across the business to contribute to the strategy
  • Promote and encourage long-lasting customer relationships through effective customer engagement analysis
  • Information - Identify and measure customer satisfaction targets for monthly KPI reporting
  • Planning - Understand current and future customer needs to contribute to the approach to change and modernization
  • Collaboration - Work with other areas of the business to establish and integrated teams approach
  • Ideas - Contribute to wider business projects as part of the Senior Leadership Team

Requirements:

  • Experience within a Customer Service Management or Sales Manager position
  • Clear track record of target achievement in previous positions
  • Previous working knowledge of CRM systems is a plus


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    About Logistics UKLogistics UK is a leading business organization in the UK, representing the entire logistics industry with members from various sectors, including road, rail, sea, and air transportation, as well as buyers of freight services such as retailers and manufacturers.An effective supply chain is crucial for the UK's economy, directly impacting...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    About Logistics UKLogistics UK is a leading business organization in the UK, representing the entire logistics industry with members from various sectors, including road, rail, sea, and air transportation, as well as buyers of freight services such as retailers and manufacturers.An effective supply chain is crucial for the UK's economy, directly impacting...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    About Logistics UKLogistics UK is a leading business group in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.An effective supply chain is vital to the success of...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    About Logistics UKLogistics UK is a leading business group in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.An effective supply chain is vital to the success of...


  • Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

    About the RoleWe are seeking an experienced Customer Experience Analyst to join our team at Childrensalon. As a key member of our customer experience team, you will play a crucial role in helping us understand our customers' needs and preferences.Key ResponsibilitiesConduct research to gather qualitative and quantitative data on customer behavior and...


  • Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

    **About Us**Childrensalon is a leading British childrenswear destination, established in 1952 and online since 1999. We are a forward-thinking company with a strong commitment to family values, creativity, innovation, and heritage.**Our Vision**We strive to be the most inclusive, diverse, and humane company in the industry, with a culture of fairness,...


  • Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

    **About Us**Childrensalon is a leading British childrenswear destination, established in 1952 and online since 1999. We are a forward-thinking company with a strong commitment to family values, creativity, innovation, and heritage.**Our Vision**We strive to be the most inclusive, diverse, and humane company in the industry, with a culture of fairness,...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    {"h1": "Customer Service Leadership Opportunity at Logistics UK", "p": "We are seeking a seasoned customer service leader to join our team at Logistics UK. As the Head of Customer Experience, you will be responsible for leading and developing our Customer Service and Account Management teams to deliver exceptional service to our members and customers.Key...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    {"h1": "Customer Service Leadership Opportunity at Logistics UK", "p": "We are seeking a seasoned customer service leader to join our team at Logistics UK. As the Head of Customer Experience, you will be responsible for leading and developing our Customer Service and Account Management teams to deliver exceptional service to our members and customers.Key...


  • Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

    **About Us**Childrensalon is a leading British childrenswear destination, established in 1952 and online since 1999. We are a forward-thinking company with a strong commitment to family values, creativity, innovation, and heritage.**Job Summary**We are seeking an experienced Customer Retention Strategist to drive loyalty, engagement, and retention rates for...


  • Tunbridge Wells, Kent, United Kingdom Childrensalon Full time

    **About Us**Childrensalon is a leading British childrenswear destination, established in 1952 and online since 1999. We are a forward-thinking company with a strong commitment to family values, creativity, innovation, and heritage.**Job Summary**We are seeking an experienced Customer Retention Strategist to drive loyalty, engagement, and retention rates for...


  • Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

    About Logistics UKLogistics UK, a leading business group in the UK, represents the entire industry, encompassing members from the road, rail, sea, and air sectors, as well as buyers of freight services such as retailers and manufacturers whose businesses rely on efficient goods movement.An effective supply chain is crucial for Keeping Britain Trading,...


  • Tunbridge Wells, Kent, United Kingdom BUBBLE CI Full time

    Company OverviewBUBBLE CI is a renowned bubble tea brand that prides itself on delivering high-quality drinks and exceptional customer service. Our core values include cleanliness, hygiene, and a commitment to employee career development and promotion.Job SummaryWe are seeking a skilled Bubble Tea Barista to join our team. As a key member of our team, you...


  • Tunbridge Wells, Kent, United Kingdom Card Factory Full time

    About the Role:We are seeking a highly skilled and motivated individual to join our team as a Team Leader at Card Factory. As a Team Leader, you will play a key part in driving the success of our stores by supporting your Store Manager in achieving their goals.Key Responsibilities:Deliver commercial growth by:Driving sales and revenue growth through...


  • Tunbridge Wells, Kent, United Kingdom Three UK Full time

    At Three UK, we're a leading network that's passionate about connecting people and making life richer. Our brand embodies the strength of our network and our commitment to providing better connectivity every day for every customer.We're a company that's been challenging the mobile industry since 2003, and today we cover 99% of the UK outdoor population with...

  • Store Director

    3 days ago


    Tunbridge Wells, Kent, United Kingdom Crew Clothing Full time

    About the Role:We are seeking a highly motivated and experienced Store Director to join our team at Crew Clothing. As a Store Director, you will be responsible for driving consistent improvement to the store's sales, KPIs, and overall performance.Key Responsibilities:Develop and implement strategies to drive sales growth and improve customer...

  • Store Director

    2 days ago


    Tunbridge Wells, Kent, United Kingdom Crew Clothing Full time

    About the Role:We are seeking a highly motivated and experienced Store Director to join our team at Crew Clothing. As a Store Director, you will be responsible for driving consistent improvement to the store's sales, KPIs, and overall performance.Key Responsibilities:Develop and implement strategies to drive sales growth and improve customer...

  • Centre Director

    3 days ago


    Tunbridge Wells, Kent, United Kingdom TPS Full time

    About the RoleWe are seeking a highly skilled and experienced Centre Director to join our team at TPS. As a Centre Director, you will be responsible for leading our national network of TPS Centres, ensuring that we provide high-quality Genuine Parts and products to our customers.Key Responsibilities:Lead and manage a team of Centre Managers to achieve...

  • Centre Director

    3 days ago


    Tunbridge Wells, Kent, United Kingdom TPS Full time

    About the RoleWe are seeking a highly skilled and experienced Centre Director to join our team at TPS. As a Centre Director, you will be responsible for leading our national network of TPS Centres, ensuring that we provide high-quality Genuine Parts and products to our customers.Key Responsibilities:Lead and manage a team of Centre Managers to achieve...


  • Tunbridge Wells, Kent, United Kingdom AXA Group Full time

    About the RoleWe are seeking an experienced Operational Excellence Manager to lead our Customer Experience and Vulnerable Customers program. As a key member of our team, you will be responsible for developing and implementing strategies to improve customer satisfaction and efficiency of our processes.Key ResponsibilitiesLead the development and...