Customer Experience Lead

Job overview

We're Blooming Artificial – the UK's leading retailer of premium artificial plants, trees and flowers. We help customers transform homes, workplaces and venues into happier, greener spaces, without any of the faff of watering, light levels or plant care.

We're now looking for our first Head of Customer Experience to take ownership of the end-to-end customer journey – from first ad click, to unboxing, to years of enjoyment.

This role is both strategic and hands-on. As well as leading customer experience improvements across the business, you'll also be involved in day-to-day customer service work – answering queries, resolving issues and making sure every customer feels genuinely looked after.

If you're driven, proactive and obsessed with making things better for customers (and not afraid to roll up your sleeves to fix problems), this could be the role for you.

The role

Reporting to the Managing Director, you'll be responsible for overseeing and managing all aspects of the customer experience, ensuring that customers have a positive, seamless interaction with Blooming Artificial at every touchpoint.

You'll be the bridge between our customers and our teams (Marketing, Operations, Customer Service), turning insight into action and making continuous improvement part of our everyday, while also being directly involved in handling customer enquiries and issues.

What you'll be doing

• Champion the customer voice within the business – ensuring customer needs, feedback and expectations are heard, understood and prioritised in decision-making.
• Monitor and analyse customer feedback and data (reviews, CSAT, returns, enquiry trends, delivery performance) to identify recurring issues, trends and opportunities.
• Design and drive customer experience improvements across the full journey – from marketing messaging, to packaging, delivery and post-sale communication.
• Work closely with marketing to ensure our promises match the reality of the experience and that we proactively communicate with customers at the right time and in the right way.
• Lead root cause analysis on complaints, negative reviews and service failures – fixing issues at source rather than treating symptoms.
• Set and track CX metrics and KPIs, reporting regularly to the Managing Director and wider team, and using data to prioritise what to tackle next.
• Resolve customer issues and complaints, including delivery problems, returns, refunds and product concerns, always aiming for a fair and positive outcome.

About you

You're a strong fit if you:

• Are driven, self-starting and highly motivated – you don't wait to be told what to do, you spot issues and tackle them head-on.
• Have proven experience in a customer experience or customer service role, ideally in a D2C or retail environment.
• Are comfortable with data – you can pull together information from multiple sources, interpret it and turn it into clear priorities.
• Love fixing problems at root cause and improving processes, not just firefighting.
• Are a great communicator and collaborator, able to influence stakeholders and bring people with you.
• Have a practical, hands-on approach – equally happy mapping a customer journey in a workshop or digging into individual cases to understand what went wrong.
• Have empathy for customers and take pride in delivering experiences you'd be delighted to receive yourself.
• Are organised, able to manage multiple projects, and comfortable working in a growing business where things move quickly and not everything is "done" yet.

This is a rare opportunity to build and shape the customer experience function from the ground up, combining strategic CX leadership with hands-on customer service so you stay close to real customer needs. You'll have genuine, visible impact – with your ideas and actions quickly reflected in how we serve every Blooming Artificial customer.

Job Type: Full-time

Pay: £28,000.00-£35,000.00 per year

Benefits:

• Company pension
• Employee discount
• On-site parking
• Profit sharing

Work Location: In person