Head of Customer Experience and Operations

1 month ago

London, Greater London, United Kingdom KatKin Full time
About the Role

We are seeking a highly motivated and experienced Head of Customer Experience to lead our customer experience strategy and team. As a key member of our leadership team, you will be responsible for developing and executing a customer-centric approach that drives growth, improves customer satisfaction, and enhances our brand reputation.

The ideal candidate will have a strong background in customer experience, with experience in managing cross-functional teams and driving business growth through customer-centric initiatives. You will be responsible for developing and implementing a customer experience strategy that aligns with our company's overall vision and goals.

Key Responsibilities:

  • Develop and execute a customer experience strategy that drives growth, improves customer satisfaction, and enhances our brand reputation.
  • Lead and manage a team of customer experience professionals to deliver exceptional customer experiences across all touchpoints.
  • Collaborate with cross-functional teams to develop and implement customer-centric initiatives that drive business growth.
  • Develop and maintain key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
  • Stay ahead of industry trends and innovations in customer experience to ensure our team adopts best practices and cutting-edge tools.

Requirements:

  • 8+ years of experience in customer experience, management consulting, investment banking, data analytics, or a related field.
  • Strong analytical background with problem-solving skills and ability to identify patterns and translate data into actionable insights.
  • Experience in managing multiple projects simultaneously and thriving in a fast-paced environment.
  • Strong 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.
  • Alignment with KatKin's core operating principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team.

What We Offer:

  • Career-defining opportunity to play a pivotal role in scaling our brand quickly.
  • Competitive package, including a competitive salary, AXA health insurance, annual personal development budget, company-contributed pension, and EMI equity option grant.
  • Culture and perks, including a small, close-knit team with no egos, 33 days of holiday each year, 4-week Work From Anywhere policy, 12-week maternity/paternity leave policy, and up to 2 days WFH each week.

How to Apply:

Send your CV and brief responses to the following questions to nikki@katkin.com:

  • How have you used data and insights to inform strategic decisions? Describe a situation where your data-driven approach led to meaningful improvements in outcomes.
  • Share an example of how you improved operational efficiency in a previous role. What tools, technologies, or processes did you implement, and how did they enhance the overall experience for stakeholders?
  • Which DTC brand has delighted you the most, and what did they do?
  • (Optional) If you have a pet, how would your experience as a pet parent influence your approach to customer experience?

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