Head of Digital Customer Experience
Job ref: 35357
Category
Region
Contract Type
Full Time
Salary
£0
The Brand
This globally recognised premium fashion powerhouse is a leader in contemporary style, renowned for its quality craftsmanship and innovation. With a strong presence across Europe and beyond, the brand stands out for its distinctive identity and forward-thinking approach, consistently pushing boundaries while staying true to its core values.
The Role
The Head of Customer Experience will be responsible for developing and executing strategies to enhance customer satisfaction and loyalty across all digital channels.
This role oversees key customer-facing areas including User Experience, Conversion Rate Optimization (CRO), Customer Service, Payments and Fraud. Leading a dedicated team, the focus is on delivering a consistent, high-quality experience across owned websites and apps, while supporting other channels to ensure brand alignment.
The person
You will have proven senior customer experience experience, ideally in omni-channel fashion or retail, with strong leadership, team management skills with analytical expertise.
Exceptional communication and interpersonal skills are key for effective collaboration and influencing at all levels. A deep understanding of customer needs, a passion for service and a can-do, pragmatic attitude are required.
Key Responsibilities:
Strategy Development: Create and implement a comprehensive customer experience strategy that aligns with the company’s overall business objectives.
Team Leadership: Lead and manage the customer experience team, fostering a customer-centric culture and ensuring high performance.
User Experience (UX): Collaborate with the UX team to design and optimize customer journeys, ensuring a seamless and engaging experience across all digital platforms which represents the brand.
Conversion Rate Optimization (CRO): Develop and implement CRO strategies to improve the effectiveness of digital marketing efforts and increase conversion rates.
Customer Service Management: Oversee the customer service function, ensuring that customer inquiries and issues are resolved promptly and effectively. Maintain costs within budget.
Payments: Lead on the Digital payments and fraud strategy and operation
Customer Feedback Analysis: Regularly analyze customer feedback, market trends and data insights to identify areas for improvement and innovation.
Cross-Department Collaboration: Work closely with other departments, such as Trade & Content, Marketing, IT & Tech to ensure consistency in customer interactions and efficient delivery of features.
Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.Technology Integration: Implement and leverage technology solutions to improve customer interactions and streamline processes.
Issue Resolution: Serve as the primary point of contact for escalated customer complaints, working diligently to resolve issues and restore customer satisfaction.
What you’ll need:
A degree in business, marketing, or a related field.
Proven experience in a senior customer experience role, preferably within the omni-channel fashion or retail industry.
Strong cross-functional leadership and team management skills, with the ability to inspire and motivate a team.
Excellent analytical skills, with the ability to interpret customer feedback and market trends. Experience in Contentsquare and Tableau is preferred.
Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence at the highest level.
A deep understanding of customer needs and a passion for delivering exceptional service.
Familiarity with customer experience management tools and technologies.
A can-do, pragmatic attitude with the ability to multi-task.
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