Head - Customer Experience

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

- Bachelors 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.