Head of Customer Experience

**About us**

Club L London is the next-generation online fashion retailer for the forward-thinking consumer. Founded in 2007 Club L was created with the vision of offering long lasting luxury styles, trend-oriented collections with a twist and unique, statement designs that offer both exceptional quality and fit in an otherwise saturated market of fast fashion and throw away goods. Expertly designed and crafted in-house, Club L specialises in accessible luxury, unique designs and unrivalled quality made to flatter every figure.

We manufacture everything in house and abroad and so apart from fit, quality and design it’s imperative that we source and manufacture in an ethical and environmentally friendly way. At Club L our team are like family so ensure all our staff are paid fairly and have full access to company benefits. We are also working hard to ensure that we are environmentally conscious throughout the production process. We now ship 85% of all goods by sea and have reduced packaging by 60% since 2019.

We are passionate about nurturing upcoming talent within the fashion industry whether it be design and development, marketing and PR, digital tech, creative, social or customer services within a diverse and collaborative environment. Our team is dedicated, ambitious and hard-working and with a prestigious portfolio of global partners and a rapidly growing e-commerce team, there are numerous opportunities to join Club L’s influential team and take your career to the next level. This position is perfect for anyone looking to get into the fashion industry and progress further.

**The Role**

**Responsibilities**
- Develop and execute a customer experience strategy: Define a clear vision and roadmap for delivering exceptional customer experiences, aligning it with our brand values and business objectives.
- Lead and manage the customer experience team: Provide guidance, mentorship, and support to a team of customer service representatives, supervisors, and other relevant staff members, fostering a positive and high-performing work environment.
- Monitor customer feedback and analytics: Utilize customer feedback, surveys, and data analysis to identify areas for improvement and implement strategies to enhance customer satisfaction, engagement, and retention.
- Develop and maintain customer service standards: Establish and communicate clear service standards, protocols, and quality assurance measures to ensure consistent delivery of exceptional service, personalized interactions, and prompt issue resolution.
- Collaborate with cross-functional teams: Work closely with marketing, sales, product, and operations teams to align customer experience initiatives with broader business strategies, ensuring a seamless end-to-end customer journey.
- Stay updated on industry trends: Monitor industry best practices, emerging technologies, and competitor activities to identify opportunities for innovation and differentiation in customer experience.
- Drive continuous improvement: Implement performance metrics, analyze key performance indicators (KPIs), and drive initiatives to improve customer satisfaction, reduce customer complaints, and increase customer lifetime value.
- Handle escalated customer issues: Resolve complex or sensitive customer complaints and issues, ensuring effective resolution and customer retention.
- Foster a customer-centric culture: Instill a customer-centric mindset within the organization, promoting a culture of empathy, responsiveness, and commitment to exceeding customer expectations.

**Requirements**:

- Proven experience in customer experience or customer service leadership roles within the e-commerce or retail industry, preferably in the fashion sector.
- Strong strategic thinking and problem-solving skills, with the ability to develop and execute customer experience strategies aligned with business goals.
- Excellent leadership and people management abilities, with a track record of building and leading high-performing teams.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across various levels of the organization.
- Data-driven mindset, with experience in analysing customer data, feedback, and performance metrics to drive insights and actionable improvements.
- Deep understanding of customer journey mapping, customer segmentation, and personalization strategies.
- Proficiency in customer service platforms, CRM systems, and customer support technologies.
- Passion for fashion, trends, and understanding customer needs in the industry.
- Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.

**What's on offer?**
- Competitive salary
- 25 days of annual leave with an extra day of leave for your birthday, exclusive of bank holidays
- Flexible working hours around core hours of 10-4
- Early Finish Fridays
- Cycle to work scheme
- 40% staff discount
- Healthcare Cashplan
- Free onsite gym
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