Head Of Customer Experience

Description:

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 Responsibilities



1. 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.