Head of Customer Experience
Location
United Kingdom | United States
Job description
Our client is a pioneering skincare brand at the forefront of scientific innovation. With a relentless commitment to research and development, they have redefined the world of skincare. Their mission is to provide high-quality, professional-grade products that deliver visible results, while being dedicated to creating clean, cruelty-free, and environmentally responsible formulations. With a passion for science and a devotion to healthy, radiant skin, our client has earned a global reputation for excellence in skincare.
In this role, reporting to the Chief Customer Experience Officer, you will shape the global vision for the brand experience across all customer touch points, from initial interaction to post-purchase engagement. As an individual contributor, you'll strategise and drive initiatives to enhance customer satisfaction, NPS, and retention, leading regional and cross-functional teams. Collaborating with various departments, including marketing, digital, e-commerce, quality, logistics, and customer service, you will champion best-in-class customer experience, acting as the consumer advocate to ensure consumer-centricity throughout the organisation.
If you're an energetic, proactive individual with a genuine passion for skincare, apply now!
Responsibilities
- Define and drive a global CX strategy using brand expertise to exceed customer expectations.
- Lead the development of a company-wide strategic roadmap for brand loyalty and referrals.
- Provide operational teams with tools and materials for CX alignment.
- Establish a success framework for CX, integrate it into objectives and KPIs, and set service standards.
- Manage KPIs to ensure worldwide best-in-class service.
- Leverage the CS platform for business intelligence, reporting customer performance metrics.
- Stay informed on CX trends, bring innovative ideas, and inspire teams to improve.
- Emphasise customer insights, collaborating with teams to share VOC insights.
- Inspire a culture of customer obsession internally and with external partners.
- Collaborate with R&D, Brand, and Education for optimal skincare advice and community engagement.
- Set global standards for DTC delivery, ensuring seamless processes across all regions.
- Define and lead Community management standards, engaging with consumers on social media.
- Set standards for effective complaint resolution, aiming for high customer satisfaction and supporting regional teams.
Required Skills
- Demonstrated success in customer-facing roles, showcasing a track record of implementing top-tier CX initiatives.
- Innovative thinker with a deep understanding of the CX landscape, passionate about customer satisfaction and community building. Brings creativity and novel ideas to distinguish the brand from its competitors.
- Effective leader and collaborator, ideally experienced in a matrix organisation, adept at leading and driving impact through indirect relationships. Passionate about mentoring and guiding cross-functional teams, leveraging strong interpersonal, communication, and influencing skills.
- Self-driven individual thriving in ambiguous environments, motivated to deliver customer impact in a fast-paced setting.
- Exceptional organisational skills, adept at managing projects with multiple work streams, and a skilled problem solver with a solution-focused mindset.
- Data-driven and tech-savvy, capable of extracting insights from zero/first-party data to drive change. Proficient in CX tools and social listening platforms, with advantageous experience in Gorgias, Trust Pilot, Sprout, and Yotpo.
- Excellent written, spoken, and analytical skills, able to navigate between big-picture strategic thinking and a focus on detail and data.
- Strong ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.
Location: UK
Country: United Kingdom
Contract Type: Full Time
Salary: £Competitive
Job Reference: RJSHOCE24
Sector: Beauty & Wellness
Role: Sales
Market: Skincare
Job tags
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