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Head of Customer Experience

3 months 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 his team as we go into our next phase of growth. 2024 has been a really exciting year for the business; we placed 4th on the FEBE 100 (The 100 Fastest Growth Founder-Led Businesses in the UK) and were also mentioned in the Sunday Times ‘Ones To Watch’ category.


The Head of Customer Experience will oversee and optimise all customer service, ensuring a seamless experience for our customers. This role requires a strategic thinker with a hands-on approach, capable of driving key performance indicators (KPIs), and leading a team to exceed customer expectations across multiple markets. The ideal candidate will be forward-thinking, proactive, and highly skilled in the tools and platforms that enable exceptional digital retail customer service. A best-in-class customer experience is central to our FY25 strategy, this role is key to achieving that goal.



Responsibility


  • Be highly KPI-driven, setting, monitoring, and reporting on customer service metrics to ensure continuous improvement.
  • Identify trends and areas for improvement to enhance overall customer satisfaction.
  • Stay ahead of industry trends and best practices, implementing innovative strategies to enhance the customer experience.
  • Oversee daily customer service across the UK and US markets, ensuring timely and effective responses to customer inquiries and issues.
  • Manage customer interactions via multiple channels (email, chat, social media) using platforms like Gorgias.
  • Lead and manage a team of customer service agents, ensuring high performance and development.
  • Foster a positive, customer-first culture within the team, maintaining super high standards in all interactions.
  • Develop and manage training programs to continuously improve team skills and knowledge.
  • Serve as the primary point of escalation for complex customer issues, providing swift and effective resolutions.
  • Communicate clearly and openly with both internal teams and customers, ensuring transparency and trust.
  • Approach challenges with a solution-oriented mindset, driving positive outcomes for both the customer and the company.
  • Proactively identify potential issues and develop solutions that prioritise customer satisfaction.



Requirements


  • A minimum of 2+ years of experience in a Senior Customer Service role
  • Extremely strong work ethic.
  • Proven track record in leading customer service teams within an e-commerce environment, preferably within the UK and US markets.
  • Extensive experience with Shopify, Gorgias, AI-driven customer service solutions, and external returns/exchange platforms.
  • Demonstrated experience in working with 3PL partners and a solid understanding of operations and logistics.
  • Expertise in developing and refining macros, and automating processes while ensuring quality.
  • High standards of excellence, with a keen eye for detail and a commitment to continuous improvement.
  • To present weekly and monthly customer experience results to the wider team.
  • Strong understanding of Excel / Google Sheets.
  • Must have a good understanding of the core D. Louise demographic.
  • We are looking for individuals who align with our company values, which include fostering a positive and joyful work environment. We seek ambitious, growth-oriented, hardworking individuals with a willingness to learn and a growth mindset.



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Position: Head of Customer Service


Location: Wandsworth, London, England (Hybrid - minimum 4 days a week in office)


Job Type: Full-time


Salary: Competitive + Bonus.


Holiday: 28 days + bank holidays