Overview
Location: Southampton (primarily office-based)
Salary: Up to £100,000 + benefits
Sector: Consumer & D2C
Our client is a fast-growing, UK-based consumer brand that has redefined outdoor adventure.
Since its launch, the company has become a market leader in its category, known for innovative, high-quality products designed to make exploration simpler, smarter, and more accessible.
With an inclusive community and a strong “customer-first” ethos, this is a brand built around exceptional product quality, unrivalled service, and an authentic passion for helping people embrace the outdoors.
The role:
We’re seeking an experienced Head of Customer Experience to lead all customer-facing operations across pre-sales, after-sales and showroom touchpoints. This senior role combines hands on operational management with strategic leadership to deliver a world class, consistent customer experience.
- Lead and inspire multi-functional teams across customer service and showroom operations.
- Oversee and enhance pre- and post-sales support, ensuring efficiency, accuracy, and consistency across all channels.
- Create and embed customer-centric processes, KPIs, and service policies that scale with the business.
- Manage and optimise showroom performance and experiential sales environments.
- Ensure installation operations run safely and efficiently, maintaining high customer satisfaction standards.
- Collaborate with the leadership team to align commercial performance with customer experience goals.
Experience:
- 5+ years’ experience in a senior customer service or customer experience leadership position within a fast-growing business.
- A proven ability to design, implement, and scale processes and policies that enhance both service and efficiency.
- Strong people leadership skills, with experience managing managers and large cross-functional teams.
- Confidence in working with KPIs, metrics, and performance data to drive improvement and accountability.
- A customer-first mindset with a track record of balancing customer experience and commercial results.
- Exceptional communication, collaboration, and problem-solving skills, with the ability to thrive in a dynamic, fast-paced environment.
Job Tenure: Permanent