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Customer Experience Director

2 months ago

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

We are seeking an experienced Head of Customer Experience to lead our customer support strategy and improve our after-sales service. As a key member of our team, you will be responsible for creating an industry-leading customer care reputation, ensuring our customers receive unparalleled support and service.

Key Responsibilities
  • Develop and implement a comprehensive customer support strategy to drive business growth and customer satisfaction.
  • Ensure the highest standards of customer care and support through effective leadership and team management.
  • Manage delivery partners and suppliers to maintain the highest standards of service and quality.
  • Monitor and analyze customer service metrics to identify areas for improvement and drive data-driven decision making.
  • 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 results.
  • Stay current with industry trends and best practices in customer service to ensure our team remains at the forefront of innovation.
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.
  • Ability to analyze data and make informed decisions to drive business growth and customer satisfaction.
  • Passion for customer care and a commitment to exceeding customer expectations.
What We Offer
  • Vitality Healthcare Insurance
  • #Loyalty additional annual leave
  • #Discount for friends and family
  • #Employee of the month prizes
  • #Quarterly social events
  • #Free on-site parking
  • #A collaborative, creative, and inspiring working environment
  • #Choice of hardware & access to the best software
Our Commitment to Diversity and Inclusion

We are an equal opportunities employer and welcome applications from all backgrounds. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.