Head of Customer Experience

A high growth, venture capital backed disruptor in the pet products market, D2C, vertically integrated across R&D, manufacturing, sales, and marketing.

In this role, you will lead the vision and strategy for the end-to-end customer experience, with an obsessive focus on a customer-first approach. Reporting directly to the CXO and founder, you'll build and scale the team across multiple locations, foster cross-functional collaboration, leverage data-driven insights, and implement innovative tools to enhance efficiency and service quality.

You will establish and optimise the customer experience team, managing crises, developing KPIs, and ensuring continuous improvement. You will own and build out our physical customer experience and service team, currently a team of 20, driving the team towards customer growth through outbound-oriented initiatives. Additionally, you'll be tasked with elevating the team's capabilities in data, insights, and technology while spearheading global expansion efforts, including launching into new EU countries in the next couple of years. You'll also adapt processes for international markets and stay ahead of industry trends to deliver exceptional customer journeys.

• 8+ years of being a highly motivated jack-of-all-trades working in a deeply customer-centric environment.
• Experience in management consulting, investment banking, data analytics, customer experience, growth, operations or entrepreneurial endeavours is valued.
• Analytical Skills: You possess a strong analytical background with problem-solving skills and an ability to identify patterns and translate data into actionable insights.
• Project Management: You excel at managing multiple projects simultaneously and thrive in a time-sensitive, fast-paced environment.
• Emotional Intelligence: You demonstrate strong emotional intelligence, prioritise a customer-first approach, and are obsessed with customer satisfaction, ensuring the customer is always at the forefront of your solutions.
• Autonomous and Collaborative: You can work autonomously while effectively collaborating with a wide range of partners and stakeholders.
• Tech and AI Embrace: You embrace technological and AI advancements to measure and improve operational effectiveness.
• Alignment with Core Principles: You align strongly with core operating principles: Customer First, Think Big, Relentlessly High Standards, Never Give Up, and One Team.