Head of Customer Experience

3 days ago


Reading, Reading, United Kingdom EKIM Consulting Full time

Salary: £70,000 plus benefits, Location Flexible

At EKIM Consulting, we're seeking an experienced leader to drive the success of our Customer Support function. As the Head of Customer Experience, you'll be responsible for developing and implementing strategies to enhance our services and drive customer satisfaction.

Key Responsibilities
  • Lead the Customer Support department, prioritizing resources and outputs to meet or exceed targets, while mentoring and coaching team members to achieve these goals.
  • Drive operational and organizational efficiencies, and Continuous Improvement in customer experience, through strategic planning and implementation.
  • Establish and own KPI, SLA, and CSAT performance measurements, reporting to senior stakeholders.
  • Manage internal relationships to forecast and minimize disruption to the customer experience, and externally to ensure priorities and escalations are addressed.
Requirements

We're looking for a seasoned professional with:

  • Experience driving positive change and improved performance in Customer Support in a fast-paced, competitive environment, ideally in a SaaS environment.
  • First-class leadership skills, with the ability to inspire and motivate others.
  • Excellent communication skills, with the ability to build strong relationships.
  • Resourcefulness, delivery focus, and results-driven approach.

This role can be based anywhere in the UK, with frequent travel to our offices in the Thames Valley and North East.



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