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Head of Customer (Retail)

Michael Page Marketing
England, Kent, Tonbridge and Malling
£70000 - £80000 per annum
Closing date
7 May 2024

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We are seeking a strategic and customer-focused Head of Customer Experience to lead our head office teams to offer the highest standards of service, who will play a crucial role in ensuring this brand continues to be seen as the ultimate online drinks shopping destination. You will be responsible for creating and implementing strategies to enhance customer satisfaction and loyalty.

Client Details

This is a reputable online drinks retailer with a sizable presence in the market. Based in Tonbridge, the company boasts a significant workforce and is renowned for its commitment to quality and customer service.

  • Develop and implement customer experience strategies and initiatives.
  • Lead and motivate the retail departments to deliver excellent customer service.
  • Lead the mission to achieve a seamless customer experience using highly developed influencing skills
  • Collaborate with other departments to improve the customer journey.
  • Evaluate customer feedback and utilise data to enhance customer experience.
  • Leverage the power of data to ensure all interactions are tailored and where possible anticipated and personalised.
  • Identify opportunities for growth and innovation in the retail sector.
  • Manage relationships with key stakeholders.
  • Ensure compliance with industry standards and practices.
  • Contribute to the company's strategic planning and development.


This is a varied, fast-paced and results focussed role where you'll be able to bring your passion for innovation and staying at the forefront of customer care trends through industry awareness - along with an obsession for customers and colleagues, building a culture for our team to thrive in and do their best work.
A successful Head of Customer Experience should have:
  • A degree in Business, Marketing, or a related field.
  • Proven experience in successfully leading change and transformation in Contact Centres for Retail Products
  • Proven experience in a customer-focused role within the FMCG industry.
  • Ideally operating at currently or previously in a Head Of role.
  • Significant experience not only in building business proposals, delivering change to develop and improve operating practices, but also being able to engage the wider business and bring them along with you
  • A blend of both the strategic and the operational as its crucial to success.
  • Extensive knowledge of best-in-class customer service practices
  • Demonstrated leadership skills and the ability to motivate a team.
  • Be customer-centric with a commercial focus
  • Proven experience in business process improvement methodologies would be advantageous
  • Have an established track record of exceeding targets, KPI's in a fast-paced environment
  • Excellent communication and interpersonal skills.
  • Strong analytical skills and a data-driven approach.

Job Offer
  • A competitive salary package
  • A hybrid work arrangement to support work-life balance.
  • A stimulating work environment that fosters innovation and growth.
  • A generous holiday leave package.
  • A chance to shape the customer experience strategy of a leading company in the drinks industry.

We welcome candidates who are keen to lead and improve customer experiences in the retail sector. Apply today to be a part of our ambitious team in Tonbridge.

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