Head of Customer Experience

Description

Head of Customer Experience Southampton up to GBP100k Basic

The Head of Customer Experience & Operations will take ownership of every customer touchpoint; online, in-person, and post-purchase, ensuring every interaction reflects the brand's passion, purpose, and attention to detail. This pivotal role combines leadership, operational excellence, and hands-on problem-solving.

As part of a fast-growing DTC brand, the Head of Customer Experience & Operations will lead a team of 20+ Product Specialists, driving performance across showrooms and installation centres, shaping best-in-class processes, and embedding a customer-first mindset throughout the business. It's a role where every decision directly impacts growth, and every improvement makes a visible difference.

Key Responsibilities1. Pre-Sales and After-Sales Support Lead the Product Specialists team (20+ staff) to deliver exceptional advice, support, and service across every channel.

Ensure quick, consistent, and brand-aligned responses across online, phone, and in-person interactions.

Define and manage KPIs for customer service, focusing on response time, satisfaction, and conversion.

Escalate and resolve complex issues effectively, maintaining high standards at scale.

Build and refine customer service processes, feedback loops, and escalation frameworks to support continuous improvement.

2. Showroom Experience & Training Oversee the management and brand consistency of both owned and partner-operated showrooms.

Develop and deliver training programmes that enhance technical product knowledge and empower teams to create memorable, on-brand customer experiences.

Foster a culture of curiosity and learning, ensuring teams are equipped to represent the brand with authenticity and confidence.

3. Showroom Sales Drive showroom performance through engaging customer journeys, compelling storytelling, and seamless service.

Support commercial objectives by connecting data insight with real-world experience, identifying opportunities for growth and conversion.

4. Installations Oversee installation centre operations, ensuring safety, quality, and customer satisfaction at every stage.

Work cross-functionally to refine logistics, scheduling, and communication for a frictionless customer experience.

What We're Looking For A proven Head of Customer Experience & Operations (or similar) with experience in DTC, retail, or service-led environments.

A natural leader who inspires and empowers - able to balance strategy with hands-on delivery.

Strong operational thinker with a bias for action and an obsession for customer satisfaction.

Comfortable in a fast-paced, entrepreneurial environment where everything you do truly matters.

Analytical yet empathetic - driven by data, motivated by impact, and fuelled by customer passion.

This is more than a management role; it's a chance to build, scale, and shape what world-class customer experience looks like in a growing DTC brand. For the Head of Customer Experience & Operations, every idea counts, every process evolves, and every customer story matters.

Apply today to find out more

BBBH34470

Ad ID: 5417341610