Head of Customer Experience

Douglas Jackson

London call-centre
Description:
Job Ref- DJMA1740 Job Title- Head of Customer Experience Location- South East - Central London Salary- £60-80,000 base plus bonus bens and equity incentives This is an opportunity to take the lead on the development and delivery of the customer service and customer experience within this fast growth, ambitious digitally led business. In their early stages of development but with strong VC backing and investment, this business are already the market leader, profitable and are experiencing double digit growth which is expected to continue for the coming years. They are looking for a hands-on, strategic leader to join the senior management team, working as the customer champion and to take what is initially a smaller customer service function to deliver best in class customer experience to a dual customer in a digital and customer experience Some of the responsibilities will include- * Set the strategic vision for customer service and the wider customer experience in a digital user environment. * Recruit, train and develop a high performance, highly engaged team. * Set the tone of voice and communication strategy across a multi-channel contact environment, with a focus on digital. * Set and deliver best in class customer service. * Develop continuous improvement, recommending and implementing process, tools and technologies which will deliver an enhanced digital and customer experience. If you are interested in applying for this role you will be a commercially, customer focused leader, ideally within a digitally led customer operation, or with exposure to a high level of digital users and have experience of defining the digital customer journey and experience. You will also need to evidence the ability to scale an operation efficiently and effectively whilst maintaining and delivering an excellent customer proposition. This role is leading a small team but will require a great deal of influence and strategy development and delivery, so a strategic thinker with a hands-on approach to ensure the strategy is fully implemented, embedded and delivers the required results will be required. To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail. Follow us on Twitter @callcentrejobs1 Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact. Douglas Jackson are working as an Employment Agency in respect of this vacancy. All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.