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 and beauty products that are certified vegan, cruelty-free, and CarbonNeutral. Our infinite purpose is to create a healthier, greener, more empowered world.

About the Role

We're looking for a passionate and forward-thinking leader to guide our Customer Experience & Ambassador team into the future. This role is critical to Tropic's success as our relationships with ambassadors and customers are at the heart of everything we do.

As Head of Customer Experience, you will embody and cultivate the values that define Tropic. You will lead a team dedicated to providing exceptional customer service and building strong relationships with our valued community.

Responsibilities

  • Develop and implement strategies to enhance the customer experience across all touchpoints.
  • Lead, motivate, and mentor a team of dedicated customer service professionals.
  • Analyze customer feedback and identify areas for improvement.
  • Collaborate with other departments to ensure a seamless and positive customer journey.
  • Stay up-to-date on industry best practices and trends in customer experience management.

Qualifications

  • Proven experience leading and managing a customer service team.
  • Strong understanding of customer relationship management (CRM) principles.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Passion for delivering exceptional customer experiences.

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