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Head of Customer Experience Lead

2 months ago

Croydon, Greater London, United Kingdom Tropic Skincare Full time
About the Role

We're seeking a visionary leader to spearhead our Ambassador and Customer Support HQ team. As Head of Customer Experience, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support initiatives.

Key Responsibilities
  • Develop and implement strategic plans to improve customer satisfaction and loyalty.
  • Lead cross-functional teams to ensure customer-centricity is embedded across the organisation.
  • Transform customer feedback into actionable insights and recommendations for product improvements.
  • Champion the Ambassador and Customer journeys, ensuring timely and compassionate responses to customer inquiries.
  • Drive efficiency by automating and streamlining processes, and define key success metrics to measure team performance.
Requirements
  • Proven experience in a leadership CX role, with a track record of developing and executing strategies.
  • Strong analytical skills, attention to detail, and process efficiency.
  • Ability to think strategically and align CX initiatives with organisational goals.
  • Proficiency in using Zendesk and experience with AI-driven customer support solutions.
About Tropic Skincare

Tropic Skincare is a certified vegan, cruelty-free, and CarbonNeutral beauty business that's on a mission to create a healthier, greener, more empowered world. We're looking for creative and ambitious individuals who share our vision and are passionate about skincare and sustainability.