Customer Experience Visionary Leader

7 days ago

London, Greater London, United Kingdom The Barton Partnership Full time

The Role:

We are seeking an exceptional Customer Experience Visionary Leader to drive the end-to-end customer experience strategy and vision for our high-growth, venture capital-backed disruptor in the pet products market. Reporting directly to the CXO and founder, you will lead a team of 20 across multiple locations, fostering cross-functional collaboration, leveraging data-driven insights, and implementing innovative tools to enhance efficiency and service quality.

Key Responsibilities:

  • Establish and optimize the customer experience team, managing crises, developing KPIs, and ensuring continuous improvement.
  • Owning and building out our physical customer experience and service team, driving the team towards customer growth through outbound-oriented initiatives.
  • Elevating the team's capabilities in data, insights, and technology while spearheading global expansion efforts, including launching into new EU countries within the next couple of years.
  • Adapting processes for international markets and staying ahead of industry trends to deliver exceptional customer journeys.

About You:

We're looking for a highly motivated individual with 8+ years of experience working in a deeply customer-centric environment. Your background in management consulting, investment banking, data analytics, customer experience, growth, operations, or entrepreneurial endeavors is valued.

Requirements:

  • Strong analytical background with problem-solving skills and the ability to identify patterns and translate data into actionable insights.
  • Experience in managing multiple projects simultaneously and thriving in a time-sensitive, fast-paced environment.
  • Demonstrated emotional intelligence, prioritizing a customer-first approach, and being obsessed with customer satisfaction.
  • Ability to work autonomously while effectively collaborating with a wide range of partners and stakeholders.
  • Embracing technological and AI advancements to measure and improve operational effectiveness.
  • Alignment with core operating principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team.

What We Offer:

A competitive estimated salary range of $120,000 - $180,000 per annum, reflecting your exceptional skills and experience.

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