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Head of Customer Experience Lead

1 month ago

Chandler's Ford, United Kingdom Draper Tools Full time

Job Description

Head of Customer Experience Lead

About the Role

We are seeking a highly skilled and experienced Head of Customer Experience Lead to join our team at Draper Tools. As a key member of our leadership team, you will be responsible for leading our internal sales and customer services team to deliver world-class service to our customers and drive sales growth.

Key Responsibilities

  • Lead and manage the sales and customer services team to achieve sales growth and deliver exceptional customer service.
  • Develop and implement strategies to improve customer experience and efficiency of the team.
  • Monitor performance against key performance indicators and sales targets.
  • Identify opportunities for maximising sales while building and maintaining excellent relationships with our customers.
  • Ensure that customer requests and complaints are dealt with in a timely manner and the commercial impact is minimised.
  • Develop and maintain business continuity processes to ensure our customers, brand, and sales are always protected.

Requirements

  • Experience of working in a similar managerial role in sales and customer service.
  • Previous experience of working in a business with 'World Class' customer service.
  • Excellent communication and relationship-building skills.
  • Strategic thinking and ability to implement plans.
  • Ability to set clear goals and KPIs and monitor performance.
  • Proven experience of inspiring, developing, and motivating a happy team.
  • Positive, flexible, and driven.
  • Good IT skills.

About Us

Draper Tools is a family business with a rich history, a strong, supportive 'family culture', and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas, and take a collaborative and proactive approach to change.

We promote a friendly, positive, and inclusive team culture, and we are looking for someone who shares our values and is passionate about delivering exceptional customer service.

Benefits

  • Full-time hours with some flexibility on start and finish time.
  • Holidays rising to 25 days with the ability to purchase additional leave.
  • Pension scheme.
  • Private health scheme.
  • Staff discount on Draper products with significant savings available.
  • Long service bonus.
  • Ad-hoc rewards and recognition.
  • Day off for your birthday.
  • Cycle to Work Scheme.
  • Employee discount scheme - discounts on gym memberships, groceries, holidays, and more.

How to Apply

If you are interested in this position, please click the link to our Applicant Tracking System where you will be able to apply for the role.

STRICTLY NO AGENCIES