Customer Experience Director

2 weeks ago

SouthendonSea, Southend-on-Sea, United Kingdom Solopress Full time £43,000 - £60,000 per year

Solopress is one of the UK's leading e‑commerce printing companies, producing millions of printed items every year for customers ranging from small businesses to large corporates. With a turnover of £43mil and ambitious plans to grow to £50mil in 2026, we continue to invest heavily in technology, innovation, and customer excellence. We were named Printweek Company of the Year in 2024 and recently won the Engage Award for Vision and Values; clear recognition of our commitment to service, culture, and continuous improvement.

We are now seeking a
Customer Experience Director
to join our senior leadership team.

Reporting directly to the CEO, this role will shape and lead our customer strategy, ensuring that the customer experience becomes one of our core market differentiators in a highly competitive industry.

You will oversee a team of around 25 people across customer service, live chat, and key account management, developing a high‑performing, customer‑focused culture. You will also work closely with our Sales Director to ensure seamless onboarding of new opportunities and maximise revenue through excellent service and relationship management.

We are developing our own AI‑enabled customer service platform, allowing customers to receive real‑time quotations and order updates significantly improving our ability to scale without friction.

This is a hands-on leadership role for someone who thrives in a fast-paced, data-driven environment where AI, automation, and insight are core to how we win.

The ideal candidate will have:


• Experience leading customer service or customer experience functions in a fast‑paced environment.


• Experience working with technology teams to improve systems and processes will be highly valuable.

· Highly analytical and data-driven, with confidence in using insights to inform decisions.


• Strong knowledge of CRM, customer support platforms and live chat environments is essential.


• A track record of developing and delivering customer experience strategies.


• A passion for improving processes, developing people, and delivering service excellence.


• Strong leadership and people management skills with experience managing large teams.


• The ability to collaborate effectively with sales, operations, and technology teams.


• Experience in a manufacturing environment, particularly printing, would be a distinct advantage, though not essential.

This is a unique opportunity to make a significant impact in a successful, growing business that values innovation, collaboration, and exceptional customer care.

Personal Attributes

· Bold, ambitious, and growth-minded.

· A natural leader who inspires confidence and action.

· Strategic thinker who can balance vision with execution.

· Adaptable and comfortable with change and innovation.

· Passionate about developing people and driving collective success.

To apply, please submit your CV and a covering letter outlining your suitability for the role to our Head of Culture, Emma.Harvey-

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