Head Of Customer Operations/Experience

The Company

A fantastic opportunity to join a thriving business who have just celebrated their 120th Anniversary, and who continue to make their mark in the industry, striving for sustainability and innovation. Working within the manufacturing industry, we are looking for someone who is extremely passionate about the customer journey within the luxury product market, to be responsible for client customer service, delivery of SLA’s and KPI’s, process and procedure.
The Role

As Head of Customer Operations/Experience, you will have overall responsibility for the smooth running of Customer experience delivery, holding a key role in the business interacting daily with a variety of departments across the business and our customers.

Main Responsibilities:

• Overall responsibility and ownership for customer experience service levels against our SLAs and KPIs; daily and weekly reporting across a range of metrics.
• Daily management of the internal sales support, showroom, customer services and order entry teams, assisted by Team Leaders.
• Strong levels of communication across all internal and external stakeholders.
• Be the escalation point for any Customer Experience issues and to maintain a strong knowledge of all open cases and report upon them.

About You

• A minimum of 3 years management experience in a similar role and environment is required.
• Excellent communicator.
• Obsessed with the customer experience and reputation of the brand.
• Good organisational skills and a strong ability to multitask are essential to the success of this role.
• Strong decision making skills and a willingness to take action.
• Excellent interpersonal and communication skills.
• Able to remain calm and professional under pressure.
• Confident reporting across of metrics and providing insight and recommendations to improve/change.
• The ability to communicate with both internal and external customers.
• Receive feedback, manage expectations and progress accordingly.
• Experience in managing team performance, including 1:1’s, PDP’s.
• Language skills in French, Spanish or Italian would be an advantage.

The Package

• Office based - Buckinghamshire, easily commutable from High Wycombe, Aylesbury, Thame, Marlow and all surrounds.
• Fully office based, Mon - Thur 9.00am - 5.00pm and Fri 9.00am to 4.30pm.
• £50-£55k, plus benefits, including Life Assurance, competitive pension, discretionary bonus.