Head of Global Consumer Experience

4 days ago

UK, UK, United Kingdom Horseware Ireland Full time

About Us:

Through it all, we are measured by the purest of passions, a love of horses. This unspoken bond between human and horse guides everything we do. For almost 40 years, this simple truth has been Horseware Ireland’s guiding inspiration. It has helped us to always deliver high performance, beautiful and sustainable products that last.

It was 1985 when Horseware Ireland created our now iconic Rambo Original horse rug, sparking a design revolution that redefined innovation within the equine industry. We forged a path that would grow across geographies, span generations, and make Horseware Ireland the world’s leading equestrian brand in horse rugs and equine products, selling to over 70 countries worldwide, with more than 400 employees.

Today, more than ever, we continue to challenge what is possible and re-imagine new ways of fulfilling our mission to Make Life Better.


About the Role:

As our Head of Global Consumer Experience, you’ll oversee and improve all aspects of the consumer service journey globally, ensuring satisfaction and loyalty throughout the consumer lifecycle. Additionally, you will own the strategy and implementation of field product knowledge training which will be delivered to internal teams both in the field and across consumer and customer service, as well as large trade partners across the globe.


With your deep expertise in omnichannel consumer service and experience in the equestrian industry, you understand the impact you’ll create on the consumer and, therefore, the bottom line, playing one of the most vital roles in the Company.


This role is open to candidates with a passion for exceptional consumer service and is therefore open to candidates from Europe and the USA. Dependent on the location of the successful candidate this role will either offer remote or a hybrid model of working.


Key Responsibilities:

  • Develop and implement strategies to improve consumer interactions across multiple touchpoints and channels
  • Analyze consumer feedback, surveys, and data to identify consumer pain points and provide actionable insights to deliver different ways to improve the consumer journey and create a positive experience
  • Collaborate with cross-functional teams, such as marketing, sales, product development, and the B2B customer service team, to align consumer experience efforts with business goals and
  • objectives
  • Design and implement consumer service standards and guidelines to ensure consistent and exceptional service delivery for building relationships
  • Assess current consumer & customer experience systems infrastructure and toolset; work with internal and external stakeholders to develop a best-in-class system that is both scalable and future-proof across the service function
  • Create and build out consumer service playbooks across the various consumer stages, segments and service offerings
  • Train and educate staff on consumer-centric approaches and best practices to foster a consumer- focused culture throughout the organization
  • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
  • Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate to enhance operating process and improve overall consumer experience.
  • Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
  • Implement and lead service review sessions, documenting and taking actions and next steps.
  • Own and manage B2B2C product training for the Company. This will consist of managing seasonal and core product training including Wholesale and Direct customer facing tools, training strategy, and management of team members delivering training in the field.
  • Build and scale a high performing consumer service team and nurture a service culture across the business.
  • Support ad-hoc projects and initiatives per business needs


About you:

  • 10 or more years of experience in eCommerce and in specialty retail consumer service
  • Experience developing and leading a high performing consumer service team
  • Experience identifying requirements, building a business case and implementing a full-scale consumer/customer service technology solution in collaboration with internal & external partners
  • Outstanding communication, presentation, and leadership skills
  • Sharp analytical and problem-solving skills
  • Ability to effectively manage conflicting needs of stakeholders
  • Bachelor’s degree(or equivalent) in related discipline
  • Ability to work in a fast-paced environment and across many different parts of the organisation to get things done
  • Strong leadership and motivational skills with the ability to inspire and guide a team
  • Excellent communication, negotiation, and interpersonal skills
  • Equine knowledge an advantage
  • Another language preferred
  • Proficient with Microsoft Office Suite

  • Head of Commercial Finance

    1 month ago

    UK, UK, United Kingdom Consumer Additions Full time

    A leading leisure business, based in central London, are looking to recruit a Head of Finance Business Partnering opportunity, on a fixed term contract basis for 12-15 months.This organisation is one of the most reputable businesses in their space and its commercial finance function is recognised as one of the best in the industry.Managing a team of 4...

  • Head of Retail

    1 month ago

    UK, UK, United Kingdom RE:DISCOVER Full time

    NEW ROLE: We are working with a Multinational Consumer brand that is looking for a Head of Retail to lead its Consumer Retail channel. Responsibilities: Own and Lead the UK Retail Consumer Channel (retailers Include John Lewis, DSG, Costco, Argos/JS and others). Manage a team of National Account Managers. Work closely with Global and Senior stakeholders. Be...

  • Head of Retail

    4 weeks ago

    UK, UK, United Kingdom RE:DISCOVER Full time

    NEW ROLE: We are working with a Multinational Consumer brand that is looking for a Head of Retail to lead its Consumer Retail channel. Responsibilities: Own and Lead the UK Retail Consumer Channel (retailers Include John Lewis, DSG, Costco, Argos/JS and others). Manage a team of National Account Managers. Work closely with Global and Senior stakeholders. Be...

  • Consumer Insights Executive

    2 days ago

    London, UK, UK, United Kingdom The Diversity Standards Collective Full time

    Job descriptionThe Diversity Standards Collective is a fast growing specialist research and insights agency that brings global brands and advertising agencies closer to diverse, intersectional communities. Our network is made up of people with protected characteristics including race, sexual identity, disability, socio-economic background and age. We’ve...

  • Head of Digital Experience

    4 weeks ago

    UK, UK, United Kingdom Kingspan Water & Energy Full time

    The Head of Digital Experience is a senior divisional role responsible for supporting a global team in strategic planning and the delivery of key digital projects. This role requires a visionary leader with a strong background in digital transformation, project management, and strategic execution. The Head of Digital Experience will drive the digital agenda,...

  • Global Head of Analytics and BI

    4 weeks ago

    UK, UK, United Kingdom Harnham Full time

    Global Head of Analytics and BI Up to £160,000 + benefitsHybrid - London A great opportunity to join a leading business in the gambling space as a Global Head of Analytics and BI THE COMPANYThe business are one of the leading organisations within the online gambling space and they specialise in taking data from websites and their partners and building new...

  • Head of Global Compliance

    2 weeks ago

    UK, UK, United Kingdom Discover International Full time

    Discover International is retained by a revolutionary and world-renowned global biotech company to find an experienced and visionary Vice President, Global Head of Commercial and Healthcare Compliance. As the Vice President, you will provide direction and leadership for the global commercial and healthcare compliance function, fostering a culture of...

  • Head of Administration

    1 month ago

    London, UK, UK, United Kingdom CCL Global Full time

    Job Advert: Global Head of AdministrationCCL Global is working with a global maritime company and are currently recruiting for a Global Head of Administration to be based in London, United Kingdom. The successful applicant will be a key appointment to the Team and will work within the client’s integrated international team, to lead the administration tasks...

  • Head of Student Experience

    1 month ago

    London, UK, UK, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonJob Title: Head of Student Experience Location: ON-SITE, London, Canary WharfSalary: £65K - £75K per annum (Based on experience) Employment Type: Full-Time, Monday to FridayDepartment: Student Support ServicesResponsible to: Provost Who are we?Elizabeth School of London is dedicated to providing relevant, high-quality...

  • Head of Student Experience

    4 weeks ago

    London, UK, UK, United Kingdom Elizabeth School of London Full time

    Company: Elizabeth School of LondonJob Title: Head of Student Experience Location: ON-SITE, London, Canary WharfSalary: £65K - £75K per annum (Based on experience) Employment Type: Full-Time, Monday to FridayDepartment: Student Support ServicesResponsible to: Provost Who are we?Elizabeth School of London is dedicated to providing relevant, high-quality...

  • Head of Brands

    4 weeks ago

    UK, UK, United Kingdom Denholm Associates Full time

    Are you ready to lead the charge in managing an iconic portfolio of Scottish brands on a global stage? Do you have the vision, creativity, and strategic prowess to elevate these brands to new heights? If so, we have the perfect opportunity for you!Denholm are working with an international premium spirits business who are looking for a Head of Brands to join...

  • Head of Marketing

    4 weeks ago

    UK, UK, United Kingdom QLM Search Full time

    QLM Search are partnering a division of a global group with the recruitment of a newly created Head of Marketing position. Supporting both the UK&I Sales Director and working very closely with the Innovation leader, and wider leadership team, this is an outstanding position to shape, drive and grow the strategy in specialist B2B ingredients unit. This role...

  • Head of FP&A

    2 days ago

    UK, UK, United Kingdom Kingston Consulting Global Ltd Full time

    Our client is an established and successful global software organisation and, as part of strategic growth, we are now recruiting an experienced Director of FP&A to lead an established team at a time of positive transformation for the business.The role will report to the CFO and will manage/build an international team focused on budgeting, financial...

  • International Business Manager

    1 month ago

    London, UK, UK, United Kingdom Consumer Additions Full time

    International Business Manager | Consumer Goods | London - HybridConsumer Additions are proud to be partnered with a global consumer goods business to source for them an International Business Manager. Since their inception, this brand has continued to innovate and ingeniously design premium homeware products that you can't find anywhere else....

  • International Business Manager

    4 weeks ago

    London, UK, UK, United Kingdom Consumer Additions Full time

    International Business Manager | Consumer Goods | London - HybridConsumer Additions are proud to be partnered with a global consumer goods business to source for them an International Business Manager. Since their inception, this brand has continued to innovate and ingeniously design premium homeware products that you can't find anywhere else....

  • Head of Communications

    2 days ago

    UK, UK, United Kingdom Salt Full time

    Head of Corporate Communications - Consumer Retail Native English SpeakerRelocate from the US or Europe - Munich€90,000 - E100,000 + Benefits My client is a rapidly growing consumer brand at the forefront of innovation in delivering exceptional products and services. They have recently recieved PE status and need someone to take them on the journey from a...

  • Global Head of Revenue Enablement

    1 month ago

    UK, UK, United Kingdom Emarsys Full time

    Emarsys, the cutting-edge marketing automation platform, is like a turbocharged engine propelling businesses into the future of customer engagement. With our advanced AI capabilities and intuitive interface, Emarsys empowers marketers to create personalized and impactful campaigns that resonate with their target audience. Imagine harnessing the power of...

  • Global Head of Revenue Enablement

    4 weeks ago

    UK, UK, United Kingdom Emarsys Full time

    Emarsys, the cutting-edge marketing automation platform, is like a turbocharged engine propelling businesses into the future of customer engagement. With our advanced AI capabilities and intuitive interface, Emarsys empowers marketers to create personalized and impactful campaigns that resonate with their target audience. Imagine harnessing the power of...

  • Interim Financial Director

    6 days ago

    London, UK, UK, United Kingdom Consumer Additions and Consumer Exec Full time

    Interim Finance DirectorLocation: Central London with a flexible WFH policyDuration: 6 months (Potential temp-to-perm)Salary: £150-175k, depending on experienceConsumer Additions has partnered exclusively with a global leading £200m turnover luxury retail business to recruit an interim Finance Director for 6-months to cover whilst they recruit permanently....

  • Head of Marketing

    2 days ago

    UK, UK, United Kingdom MacGregor Black Full time

    Head of MarketingDo you have track record of growing brands in a retail environment?Are you an expert storyteller?Are you experienced in growing and managing teams?MacGregor Black is currently partnering with an Innovative Healthcare brand on the search for a Head of Marketing. This is a permanent role, offering hybrid working based in Reading. As the Head...