Head of Customer Experience
Job details
We’re on the hunt for a visionary Head of Customer Experience to lead the way in shaping how customers interact with our clients' multiple brands. This is a unique opportunity to consolidate and streamline customer journeys under one powerful umbrella while enhancing customer satisfaction and loyalty in an ever-evolving landscape. Key Responsibilities: Lead & Inspire : Manage and mentor a team of 8 direct reports, driving a customer-first mindset across all touchpoints. Customer Experience Strategy : Develop and implement strategies to create an unforgettable customer journey, improving NPS , satisfaction, and loyalty. Data-Driven Excellence : Leverage customer analytics and data science to gain actionable insights, improve retention, and drive upselling and cross-selling opportunities. Rewards & Loyalty : Spearhead the development of digital rewards and loyalty programs that boost customer engagement and retention. Continuous Improvement : Identify pain points, innovate, and consistently enhance the overall customer experience. Campaign Management : Design and execute campaigns that resonate with our customers and demonstrate that we truly care. Cross-Functional Collaboration : Work closely with product teams, blending customer experience with tech and product innovation. Qualifications: 10+ years of experience in customer experience, ideally in B2C tech. Proven track record in NPS , loyalty, customer analytics, and retention. Strong understanding of how to use insights to improve customer journeys and increase value through upselling and cross-selling. Multidisciplinary background with a passion for staying close to the ground and understanding customer needs. Experience leading teams and building customer-centric cultures within B2C technology environments . If you're passionate about transforming customer experiences, driving loyalty, and have a data-driven approach, we want to hear from you! If this is something of interest to you, apply now! Due to high application volumes, we are sorry that only successful candidates will be contacted. #J-18808-Ljbffr
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