Customer Experience Head

Key Responsibilities

• Define, design and implement a customer service strategy tailored to the new product range and sales channels
• Align customer service initiatives with broader company goals
• Design, implement, and manage customer service training programs for all sales channels
• Monitor training effectiveness and adjust content to address customer feedback and operational needs.
• Collaborate with channel managers to ensure consistent service delivery across different sales channels
• Personally oversee customer service to high profile customers
• Oversee the resolution of escalated customer issues from sales and support channels. Analyze customer feedback from in-store and online channels to drive improvements.
• Champion initiatives that improve customer journey, including in-store queue management, service flow, and complaint resolution.
• Support campaigns, promotions, and seasonal events with tailored customer service support and training.
• Ensure service policies adhere to legal and regulatory standards.
• Manage sensitive customer issues, including complaints, returns, and service failures, while protecting brand reputation.
  

Qualifications

• Bachelor’s degree in Business, Retail Management, Communications, or related field
• 7+ years of customer service experience, with at least 3 years in a senior leadership role.
• Proven experience in developing and delivering training programs for customer service and frontline staff.
• Excellent leadership, communication, and coaching skills.