<dt class="rm-fieldTitle">Description</dt><dd class="rm-fieldData"><p></p><div><strong>Head of Customer Experience | Southampton | up to £100k Basic</strong></div><div> </div><p data-start="328" data-end="685"><strong data-start="328" data-end="376">The Head of Customer Experience &amp; Operations</strong> will take ownership of every customer touchpoint; online, in-person, and post-purchase, ensuring every interaction reflects the brand's passion, purpose, and attention to detail. This pivotal role combines leadership, operational excellence, and hands-on problem-solving.</p><p data-start="831" data-end="1232">As part of a fast-growing DTC brand, <strong data-start="868" data-end="916">the Head of Customer Experience &amp; Operations</strong> will lead a team of 20+ Product Specialists, driving performance across showrooms and installation centres, shaping best-in-class processes, and embedding a customer-first mindset throughout the business. It's a role where every decision directly impacts growth, and every improvement makes a visible difference.</p><h3 data-start="1239" data-end="1267"><strong data-start="1243" data-end="1267">Key Responsibilities</strong></h3><h4 data-start="1269" data-end="1312">1. Pre-Sales and After-Sales Support</h4><ul data-start="1313" data-end="1870"><li data-start="1313" data-end="1440"><p data-start="1315" data-end="1440">Lead the <strong data-start="1324" data-end="1352">Product Specialists team</strong> (20+ staff) to deliver exceptional advice, support, and service across every channel.</p></li><li data-start="1441" data-end="1548"><p data-start="1443" data-end="1548">Ensure quick, consistent, and brand-aligned responses across online, phone, and in-person interactions.</p></li><li data-start="1549" data-end="1654"><p data-start="1551" data-end="1654">Define and manage KPIs for customer service, focusing on response time, satisfaction, and conversion.</p></li><li data-start="1655" data-end="1744"><p data-start="1657" data-end="1744">Escalate and resolve complex issues effectively, maintaining high standards at scale.</p></li><li data-start="1745" data-end="1870"><p data-start="1747" data-end="1870">Build and refine customer service processes, feedback loops, and escalation frameworks to support continuous improvement.</p></li></ul><h4 data-start="1872" data-end="1912">2. Showroom Experience &amp; Training</h4><ul data-start="1913" data-end="2303"><li data-start="1913" data-end="2011"><p data-start="1915" data-end="2011">Oversee the <strong data-start="1927" data-end="1963">management and brand consistency</strong> of both owned and partner-operated showrooms.</p></li><li data-start="2012" data-end="2170"><p data-start="2014" data-end="2170">Develop and deliver <strong data-start="2034" data-end="2057">training programmes</strong> that enhance technical product knowledge and empower teams to create memorable, on-brand customer experiences.</p></li><li data-start="2171" data-end="2303"><p data-start="2173" data-end="2303">Foster a culture of curiosity and learning, ensuring teams are equipped to represent the brand with authenticity and confidence.</p></li></ul><h4 data-start="2305" data-end="2329">3. Showroom Sales</h4><ul data-start="2330" data-end="2589"><li data-start="2330" data-end="2447"><p data-start="2332" data-end="2447">Drive <strong data-start="2338" data-end="2362">showroom performance</strong> through engaging customer journeys, compelling storytelling, and seamless service.</p></li><li data-start="2448" data-end="2589"><p data-start="2450" data-end="2589">Support commercial objectives by connecting data insight with real-world experience, identifying opportunities for growth and conversion.</p></li></ul><h4 data-start="2591" data-end="2614">4. Installations</h4><ul data-start="2615" data-end="2849"><li data-start="2615" data-end="2730"><p data-start="2617" data-end="2730">Oversee <strong data-start="2625" data-end="2659">installation centre operations</strong>, ensuring safety, quality, and customer satisfaction at every stage.</p></li><li data-start="2731" data-end="2849"><p data-start="2733" data-end="2849">Work cross-functionally to refine logistics, scheduling, and communication for a frictionless customer experience.</p></li></ul><h3 data-start="2856" data-end="2888"><strong data-start="2860" data-end="2886">What We're Looking For</strong></h3><ul data-start="2889" data-end="3422"><li data-start="2889" data-end="3020"><p data-start="2891" data-end="3020">A proven <strong data-start="2900" data-end="2944">Head of Customer Experience &amp; Operations</strong> (or similar) with experience in DTC, retail, or service-led environments.</p></li><li data-start="3021" data-end="3118"><p data-start="3023" data-end="3118">A natural leader who inspires and empowers - able to balance strategy with hands-on delivery.</p></li><li data-start="3119" data-end="3216"><p data-start="3121" data-end="3216">Strong operational thinker with a bias for action and an obsession for customer satisfaction.</p></li><li data-start="3217" data-end="3320"><p data-start="3219" data-end="3320">Comfortable in a fast-paced, entrepreneurial environment where <strong data-start="3282" data-end="3317">everything you do truly matters</strong>.</p></li><li data-start="3321" data-end="3422"><p data-start="3323" data-end="3422">Analytical yet empathetic - driven by data, motivated by impact, and fuelled by customer passion.</p></li></ul><p data-start="3429" data-end="3711">This is more than a management role; it's a chance to build, scale, and shape what world-class customer experience looks like in a growing DTC brand. For <strong data-start="3584" data-end="3632">the Head of Customer Experience &amp; Operations</strong>, every idea counts, every process evolves, and every customer story matters.</p><p data-start="3429" data-end="3711">Apply today to find out more</p><p data-start="3429" data-end="3711"> </p><p data-start="3429" data-end="3711"><strong>BBBH34470</strong></p></dd>