Head of Customer Experience

Job DescriptionJob Title: Head of Customer ExperienceLocation: London Company Overview:A dynamic and rapidly growing online marketplace dedicated to connecting buyers and sellers seamlessly and efficiently.Role Overview:As the Head of Customer Experience, you will play a pivotal role in shaping and executing their customer-centric strategy. You will lead and inspire a team of dedicated professionals responsible for ensuring that every interaction our customers have with their platform is positive, memorable, and exceeds their expectations.Key Responsibilities:Leadership and Team Management:Provide visionary leadership to the Customer Experience team, fostering a culture of excellence, innovation, and continuous improvement.Recruit, train, and develop a high-performing team capable of delivering exceptional customer service across various channels.Set clear goals and KPIs for the team, regularly monitoring performance and providing constructive feedback to drive results.Strategy + Executions:Develop and implement a comprehensive customer experience strategy aligned with the company's overarching goals and objectives.Continuously assess customer needs, preferences, and pain points to identify opportunities for improvement and innovation.Collaborate cross-functionally with product, marketing, and operations teams to drive initiatives that enhance the overall customer experience.Process Optimization and Efficiency:Streamline customer-facing processes and workflows to minimize friction points and maximize efficiency.Implement scalable solutions and technologies to support the team's efforts in delivering personalised and timely support to customers.Leverage data and analytics to gain insights into customer behaviour and trends, guiding strategic decision-making.Customer Advocacy and Relationship Management:Serve as the voice of the customer within the organisation, advocating for their needs and championing initiatives that prioritise customer satisfaction and loyalty.Establish and nurture strong relationships with key stakeholders, including customers, vendors, and partners, to foster trust and collaboration.Resolve escalated customer issues and complaints promptly and effectively, ensuring a positive resolution and preserving customer goodwill.Qualifications:8+ years within CX/OperationsProven track record of success in a senior leadership role within a customer-centric organisation, preferably in the SaaS or online marketplace industry.Exceptional interpersonal and communication skills, with the ability to inspire and motivate teams to achieve ambitious goals.Strong analytical mindset, with the ability to leverage data and insights to drive strategic decision-making and continuous improvement.Demonstrated experience in developing and implementing customer experience strategies that deliver tangible business results.Passion for delivering exceptional customer service and a deep understanding of customer needs and preferences.Comfortable working in a fast-paced and dynamic environment, with the ability to adapt quickly to changing priorities and requirements.
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