Head of Customer Experience and Operations

2 weeks ago

Watford, Hertfordshire, United Kingdom Sofa Club Full time
About the Role

Sofa Club is a leading sofa brand in the UK, and we are expanding our team. We are seeking a highly skilled Head of Customer Experience to join our organization.

Key Responsibilities:
  • Develop and implement a comprehensive customer support strategy to drive customer satisfaction and loyalty.
  • Lead and inspire the after-sales teams to deliver exceptional customer care and support.
  • Ensure the highest standards of customer care and support are maintained across all touchpoints.
  • Manage delivery partners and suppliers to ensure they meet the highest standards of service.
  • Monitor and analyze customer service metrics to identify areas for improvement and drive business growth.
  • Manage and resolve escalated customer issues and complaints in a timely and professional manner.
  • Collaborate with other departments to enhance the overall customer experience and drive business success.
  • Innovate and implement new processes to improve customer satisfaction and loyalty.
  • Stay current with industry trends and best practices in customer service to ensure Sofa Club remains a leader in the market.
Requirements:
  • Proven experience in a senior customer service or customer experience role, preferably in the furniture industry.
  • Strong leadership skills with a track record of building and leading high-performing teams.
  • Exceptional communication and interpersonal skills to effectively manage stakeholders and teams.
  • Ability to analyze data and make informed decisions to drive business growth.
  • A passion for customer care and a commitment to exceeding customer expectations.
  • Experience in the e-commerce industry is an asset.
What We Offer:
  • Vitality Healthcare Insurance to support your well-being.
  • Loyalty additional annual leave to reward your dedication.
  • Discount for friends and family to show our appreciation.
  • Employee of the month prizes to recognize your achievements.
  • Quarterly social events to foster a sense of community.
  • Free on-site parking for your convenience.
  • A collaborative, creative, and inspiring working environment to drive innovation.
  • Choice of hardware and access to the best software to support your productivity.
Our Principles:
  • Stay Hungry: We remain driven in both business and personal growth.
  • Be Innovative: We pursue originality and authenticity in all aspects of our business.
  • Be Committed: We work hard and get things done.
  • Think of Others: We take our responsibilities seriously and prioritize the needs of our customers and colleagues.
  • Be Reliable: We are people of our word and effective communication is key to our reliability.
  • Be the Best You: Embrace challenges as opportunities to learn and grow.
About Sofa Club:

Sofa Club is committed to creating a diverse and inclusive work environment where all employees have equal access to opportunities and voices are heard. We respect and value all differences and strongly encourage applications from all backgrounds.

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