Head of Customer Experience

4 weeks ago

Hertford, United Kingdom Sofa Club Full time
Job Description

Head of Customer Experience

Sofa Club is the fastest-growing sofa brand in the UK, and our team is expanding We have an exciting opportunity for a Head of Customer Experience to join our team.


Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.


About Us

At Sofa Club, we make statements, not sofas. Our objective is to profitably increase sales from £30 million to £50 million, and our disruptive approach aims to reshape the industry. This is your opportunity to be part of our journey alongside incredible individuals who are driving innovation and growth.


Purpose of Role

We are looking for an experienced and tech savvy Head of CX to lead our customer support strategy and improve our after-sales service. Your mission will be to create an industry-leading customer care reputation, ensuring our customers receive unparalleled support and service.


Responsibilities:


Delivery Satisfaction: Own and improve the home delivery satisfaction score by working closely with our 3PL partners to optimise the customer journey.

Team Leadership: Lead, inspire, and develop the after-sales teams to deliver exceptional service and exceed performance expectations.

Escalation Management: Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution while identifying root causes to prevent recurrence.

Service Partner Oversight: Manage delivery partners and suppliers, holding them to the highest standards of service and ensuring they meet all SLAs and KPIs.

Data-Driven Improvements: Monitor and analyse customer service metrics to identify trends, highlight areas for improvement, and implement solutions that drive customer satisfaction.

Technology Optimisation: Utilise customer service tools such as Zendesk to streamline operations, monitor performance, and enhance the customer experience through technology.

Process Innovation: Continuously innovate and implement new processes to improve customer satisfaction, reduce response times, and increase efficiency across all customer touchpoints.

Cross-Department Collaboration: Work closely with other departments to align customer service initiatives with broader business goals and deliver a cohesive customer experience.


Expectations:

  • Proven experience in a senior customer service or customer experience role.
  • Proven experience in the furniture industry, dealing with a high volume of orders.
  • Strong leadership skills with a track record of building and leading high-performing teams.
  • Tech-savvy, with experience using customer service tools (e.g., Zendesk) to manage operations effectively.
  • Exceptional communication and interpersonal skills.
  • Ability to analyse data and make informed decisions.
  • A passion for customer care and a commitment to exceeding customer expectations.
  • Experience in the e-commerce industry.


Staff Perks:

  • Head Of Customer Experience

    4 weeks ago

    Hertford, United Kingdom Sofa Club Full time

    Head of Customer Experience Sofa Club is the fastest-growing sofa brand in the UK, and our team is expanding!We have an exciting opportunity for a Head of Customer Experience to join our team.Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.About Us At Sofa Club, we make statements, not sofas.Our...

  • Head of Customer Experience

    4 weeks ago

    Hertford, United Kingdom Sofa Club Full time

    Head of Customer ExperienceSofa Club is the fastest-growing sofa brand in the UK, and our team is expanding! We have an exciting opportunity for a Head of Customer Experience to join our team.Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.About UsAt Sofa Club, we make statements, not sofas. Our...

  • Head of Customer Experience

    3 weeks ago

    Hertford, United Kingdom Sofa Club Full time

    Head of Customer ExperienceSofa Club is the fastest-growing sofa brand in the UK, and our team is expanding! We have an exciting opportunity for a Head of Customer Experience to join our team.Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.About UsAt Sofa Club, we make statements, not sofas. Our...

  • Head of Customer Experience

    4 weeks ago

    Hertford, United Kingdom Sofa Club Full time

    Head of Customer ExperienceSofa Club is the fastest-growing sofa brand in the UK, and our team is expanding! We have an exciting opportunity for a Head of Customer Experience to join our team.Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.About UsAt Sofa Club, we make statements, not sofas. Our...

  • Head of Customer Experience

    4 weeks ago

    Hertford, UK, Hertfordshire, United Kingdom Sofa Club Full time

    Head of Customer ExperienceSofa Club is the fastest-growing sofa brand in the UK, and our team is expanding! We have an exciting opportunity for a Head of Customer Experience to join our team.Hybrid Role Office in Hertford (SG13 7GX), 4 days in office (Mon, Tue, Thurs, Fri) + Wednesdays remote.About UsAt Sofa Club, we make statements, not sofas. Our...

  • Head Of Sales

    2 weeks ago

    Hertford, United Kingdom Flat Fee Recruiter Full time

    Are you a proven Sales Professional  with a focus on results?Do you have a track record of sales success and a passion for developing others?If so, this is a fantastic opportunity for you to lead our client's  Sales team!Their head office is in Welwyn Garden City, however, this role requires regular travel across England to visit key customers and support...

  • Head Chef

    1 week ago

    Hertford, United Kingdom Ymca Thames Gateway Full time

    We are looking for a Head Chef to join our busy catering department in Romford.The main focus of the role is to provide a hot meal service for all users of our restaurant, whilst ensuring that all food safety practices and policies are followed.The right candidate will be passionate about food, up-to-date with culinary trends and adept at developing new...

  • Head of Supply Chain

    4 weeks ago

    Hertford, United Kingdom Impact Evolve Full time

    Head of Supply Chain - Sofa Club Salary: £65,000 to £75,000 DOE plus competitive bonus Location: Hybrid - Requirement to be on site at Hertford on Mondays and ad hoc travel to Swindon warehouse as needed. IMPACT EVOLVE is proud to support Sofa Club's search for a driven and dynamic Head of Supply Chain. The company has enjoyed significant growth...

  • Head of Supply Chain

    4 weeks ago

    Hertford, United Kingdom CV-Library Full time

    Head of Supply Chain - Sofa Club Salary: £65,000 to £75,000 DOE plus competitive bonus Location: Hybrid - Requirement to be on site at Hertford on Mondays and ad hoc travel to Swindon warehouse as needed. IMPACT EVOLVE is proud to support Sofa Club's search for a driven and dynamic Head of Supply Chain. The company has enjoyed significant...

  • Head Of Product

    3 weeks ago

    Hertford, United Kingdom Richemont Full time

    Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as...

  • Customer Service Executive

    4 weeks ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time positionBased in Hertford SG13Mon-Fri – 8:30am-5:00pm (half hour lunch)Salary: £24,000Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.They are looking...

  • Customer Service Executive

    4 weeks ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time position Based in Hertford SG13 Mon-Fri – 8:30am-5:00pm (half hour lunch) Salary: £24,000 Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China. They are...

  • Customer Service Executive

    3 weeks ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time positionBased in Hertford SG13Mon-Fri – 8:30am-5:00pm (half hour lunch)Salary: £24,000Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.They are looking...

  • Customer Service Executive

    1 month ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time positionBased in Hertford SG13Mon-Fri – 8:30am-5:00pm (half hour lunch)Salary: £24,000Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.They are looking...

  • Customer Service Executive

    3 weeks ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time position Based in Hertford SG13 Mon-Fri – 8:30am-5:00pm (half hour lunch) Salary: £24,000 Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.

  • Customer Service Executive

    3 weeks ago

    Hertford, United Kingdom Acapella Recruitment Full time

    Customer Service Executive Permanent, full-time position Based in Hertford SG13 Mon-Fri – 8:30am-5:00pm (half hour lunch) Salary: £24,000 Our client is an international, innovative, and passionate travel goods business, with their Head Office in Hertford, offices in USA, China and Hong Kong, and their manufacturing and supplier base in China.They are...

  • Head of Content

    3 weeks ago

    Hertford, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    Job Title: Head of Content and Events Location: Hertford, Hertfordshire Salary: £60,000 Benefits: Competitive salary and benefits package Opportunities for professional growth and development A collaborative and inclusive company culture The chance to be part of an innovative team shaping the future of technologyCooper Lomaz is recruiting on behalf of a...

  • Head of Content

    3 weeks ago

    Hertford, United Kingdom CV-Library Full time

    Job Title: Head of Content and Events Location: Hertford, Hertfordshire Salary: £60,000 Benefits: Competitive salary and benefits package Opportunities for professional growth and development A collaborative and inclusive company culture The chance to be part of an innovative team shaping the future of technologyCooper Lomaz is recruiting on behalf...

  • Head Of Content

    3 weeks ago

    Hertford, United Kingdom Cooper Lomaz Full time

    Job Title: Head of Content and Events Location: Hertford, Hertfordshire Salary: £60,000 Benefits: Competitive salary and benefits package Opportunities for professional growth and development A collaborative and inclusive company culture The chance to be part of an innovative team shaping the future of technology Cooper Lomaz is recruiting on behalf of a...

  • Head Of Content

    3 weeks ago

    Hertford, United Kingdom Platform Recruitment Full time

    Head Of Content - Hertfordshire - £60k Platform Recruitment has partnered with a leading SaaS company. They are looking to recruit a head of content and events consultant who can create content and arrange company events to showcase their products. The ideal candidate will be able to project manage and have strong organisational skills to enable successful...