Head of Customer Experience

1 month ago

UK, UK, 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 (CX) to join our team.


Hybrid Role Office in Hertford (SG13 7GX)


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 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:

  • Develop and implement a comprehensive customer support strategy.
  • Lead and inspire the after-sales teams.
  • Ensure the highest standards of customer care and support.
  • Manage delivery partners and suppliers to hold them to the highest standards of service.
  • Monitor and analyse customer service metrics to drive improvements.
  • Manage and resolve escalated customer issues and complaints.
  • Collaborate with other departments to enhance the overall customer experience.
  • Innovate and implement new processes to improve customer satisfaction and loyalty.
  • Stay current with industry trends and best practices in customer service.


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.
  • 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:

  • Vitality Healthcare Insurance
  • Loyalty additional annual leave
  • Discount for friends and family
  • Employee of the month prizes
  • Quarterly social events
  • Free on-site parking
  • A collaborative, creative, and inspiring working environment
  • Choice of hardware & access to the best software


Are you a perfect match?

Sofa Club Principles:

  • Stay Hungry: We remain driven in both business and personal growth. In an ever-changing world, we understand the importance of staying switched on. Even when challenges arise, we don’t give up and are always ready for the next one.
  • Be Innovative: We’re not sofa sheep. We never follow the crowd and always pursue originality and authenticity. We’re adventurous and consistently choose bold ideas over safe ones.
  • Be Committed: We work hard & we get sh*t done Having a genuine passion for what we do means we remain productive in our daily work. We’re all in, committed to being the absolute best at what we do.
  • Think of Others: We take our responsibilities seriously. If something becomes a problem, we fix it before it affects the wider business. We also proactively offer help and support to our colleagues to help them perform better.
  • Be Reliable: We’re people of our word, and effective communication within our team is key to our reliability. Even when facing external challenges, we prioritize deadlines and remain true to our commitments.
  • Be the Best You: Embrace challenges as opportunities to learn. Seek feedback and collaborate. Set yourself goals and stay adaptable. By continually evolving and striving to be the best version of yourself, you’ll not only shine in your role but also inspire others too.


SOFA CLUB is committed to creating a diverse and inclusive work environment where all of our employees have equal access to opportunities and voices are heard. We respect and value all differences (seen and unseen) and strongly encourage applications from all backgrounds, which will be considered regardless of race, color, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.

  • Head of Customer Experience

    4 weeks ago

    London, UK, UK, United Kingdom D. Louise Full time

    Job Opportunity: Head of Customer Experience. We are excited to announce a unique opportunity to join our rapidly growing women’s jewellery brand, D. Louise. We're a fast-growing startup, hungry for success, and ready to disrupt. Last year, we took on investment from the former CEO of Gymshark, Steve Hewitt, and we continue to work closely with him and...

  • Head of Customer Marketing

    4 weeks ago

    London, UK, UK, United Kingdom The School of Life Full time

    Reports to: Brand Director Responsible for: Customer Marketing Manager, Partnerships Marketing ManagerSalary: £65-70k dependant on experienceLocation: London WC1 (hybrid)We are a passionate group of people on a mission to bring about healing, growth, calm and self-understanding. We derive our ideas from psychology, psychotherapy, philosophy, art and...

  • Head of Customer Marketing

    1 month ago

    London, UK, UK, United Kingdom The School of Life Full time

    Reports to: Brand Director Responsible for: Customer Campaigns Manager, Partnerships Campaigns ManagerSalary: £65-70k dependant on experienceLocation: London WC1 (hybrid)We are a passionate group of people on a mission to bring about healing, growth, calm and self-understanding. We derive our ideas from psychology, psychotherapy, philosophy, art and...

  • Head of Customer Service

    1 month ago

    UK, UK, United Kingdom Premier Sports Network Full time

    Head of Customer Service | £60k - £75k base | Remote (UK based) Premier Sports have partnered with a cutting edge performance data technology company that are looking for a Head of Customer Service.The Company:An international sport-tech company that uses performance GPS data to enhance and improve athletes training & games, also helping mitigate any...

  • Head of Customer

    5 days ago

    UK, UK, United Kingdom New State Solutions Limited Full time

    This Operational Excellence Leadership role will see you accountable for all Continuous Improvement Methodology and Implementation globally, for our Client which is a Major Global Logistics Business. Reporting into the UK MD and working with Senior Stakeholders across various Global hubs, you will drive all the Programmes needed to deliver improved Ways of...

  • Head of Customer Success

    2 months ago

    UK, UK, United Kingdom Walker Lovell Full time

    We are seeking a Head of Customer Success to lead and evolve our team during a pivotal time for the business. This is an exciting opportunity to transform and advance the team, ensuring it is best in class and fit for purpose for the coming years.This is an 8 month FTC due to start September/October. Key Responsibilities:Team Management:Lead and manage a...

  • Head of Customer Delivery

    7 days ago

    UK, UK, United Kingdom JBM Full time

    Location: London (2-3 days in the office)Role: Head of Customer Delivery Sector: AI/ CleantechSalary: £80-90k + optionsWe're working with an amazing mission-driven start-up that's making the world a greener and cleaner place by leveraging AI to improve recycling efficiency. The company is growing at a rapid pace and is looking for a Customer Service...

  • Head of Customer Service

    2 months ago

    UK, UK, United Kingdom Ecotricity Full time

    About The RoleAt Ecotricity, our customers are at the heart of everything we do. Our diverse operations team deliver the excellent customer experience Ecotricity customers come to expect. We’re looking for a talented and experienced Head of Customer Service to join us in Stroud for a minimum of 3 days a week and 2 days at home. You’ll be responsible for...

  • Customer Campaigns Manager

    2 months ago

    UK, UK, United Kingdom The School of Life Full time

    Reports to: Head of Customer MarketingSalary: £50-55k dependant on experience Location: London WC1 (hybrid)We are a passionate group of people on a mission to bring about healing, growth, calm and self-understanding. We derive our ideas from psychology, psychotherapy, philosophy, art and culture. As our name – The School of Life – suggests, we are here...

  • Head of Customer Success

    1 week ago

    UK, UK, United Kingdom ABR Talent Full time

    Company:Series-A funded scale-up FinTech business, taking the payments space by stormRecognised and partnered with leading global financial institutionsEnterprise clients are already entrusting these guys with their business! – It’s a great productStart-up flipping into scale-up mode!The opportunity:As Head of Customer Success, you will join the business...

  • Head of Customer Success

    5 days ago

    UK, UK, United Kingdom ABR Talent Full time

    Company:Series-A funded scale-up FinTech business, taking the payments space by stormRecognised and partnered with leading global financial institutionsEnterprise clients are already entrusting these guys with their business! – It’s a great productStart-up flipping into scale-up mode!The opportunity:As Head of Customer Success, you will join the business...

  • Head of Customer Service

    1 month ago

    West Midlands, UK, UK, United Kingdom Consult Energy UK Full time

    Head of Customer ServiceLocation: West MidlandsRole Overview:As the Head of Customer Service, you will work with the Senior Leadership team to elevate the business’ customer performance and reputation. You will lead strategically while providing hands-on operational support, inspiring your team to achieve the highest standards.Key...

  • Customer Experience Manager, Global Mobility

    2 months ago

    UK, UK, United Kingdom Alchemy Global Talent Solutions Full time

    We have a new and exciting position available for a Global Mobility Customer Experience Manager to join our client and supervise the team.The Customer Experience Manager, Global Mobility plays a crucial role in providing guidance to service functions that directly impact customer and client outcomes. They are responsible for executing the client service...

  • Customer Experience Specialist

    3 weeks ago

    UK, UK, United Kingdom Reed Full time

    One of our clients, a leading B2B supplier of high-quality baked goods, dedicated to providing exceptional products and services to our clients. Our team is passionate about baking and committed to delivering excellence in every interaction.Job Description: We are seeking a motivated and customer-focused individual to join our team as a Customer Experience...

  • Customer Experience Manager

    1 week ago

    UK, UK, United Kingdom MICHELIN Connected Fleet Full time

    Role: CX ManagerLocation: Midlands, (Home based)Contract: PermanentAs MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry....

  • Customer Experience Coordinator

    5 days ago

    UK, UK, United Kingdom Askable Full time

    We're Askable Askable has been changing the game in research and insights since 2017. Born in Brisbane, Australia, Askable has bootstrapped its way to a global expansion. We’ve gone from 0-50 people in 6 years and following another stellar year of growth, we’re looking to bring on the right people to help us get to the next level and deliver a 6-star...

  • Head of Customer Service

    3 weeks ago

    Central Bedfordshire, UK, UK, United Kingdom Harbourne Associates Full time

    **Head of Customer Service – Bedford – Market Leading Company**We are currently recruiting for a market leading business as a Head of Customer Service within their head office in Bedford. We are looking for someone who has experience managing transformation and wants to make a difference in a big business.Role:You will be responsible for -Oversee and...

  • Lead Infrastructure Engineer

    5 days ago

    UK, UK, United Kingdom Head Resourcing Full time

    Lead Infrastructure Engineer (Leeds, Hybrid 2 days per week on-site)Head Resourcing is pleased to be working with one of the UK's leading retail banks, which is at the forefront of transforming its operations through cloud-native technologies. As part of this transformation, the Modern Workplace Platform plays a crucial role in enhancing productivity and...

  • Head of Customer Success Management

    2 weeks ago

    UK, UK, United Kingdom The Access Group Full time

    We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.What does Access offer you? We offer a flexible, hybrid working environment...

  • Customer Marketing Manager

    4 weeks ago

    London, UK, UK, United Kingdom The School of Life Full time

    Reports to: Head of Customer MarketingSalary: £50-55k dependant on experienceLocation: London WC1 (hybrid)We are a passionate group of people on a mission to bring about healing, growth, calm and self-understanding. We derive our ideas from psychology, psychotherapy, philosophy, art and culture. As our name – The School of Life – suggests, we are here...