Head of Customer Experience

The Head of Customer Experience & Operations 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.

As part of a fast-growing DTC brand, the Head of Customer Experience & Operations 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.

Key Responsibilities

1. Pre-Sales and After-Sales Support

• Lead the Product Specialists team (20+ staff) to deliver exceptional advice, support, and service across every channel.

• Ensure quick, consistent, and brand-aligned responses across online, phone, and in-person interactions.

• Define and manage KPIs for customer service, focusing on response time, satisfaction, and conversion.

• Escalate and resolve complex issues effectively, maintaining high standards at scale.

• Build and refine customer service processes, feedback loops, and escalation frameworks to support continuous improvement.

2. Showroom Experience & Training

• Oversee the management and brand consistency of both owned and partner-operated showrooms.

• Develop and deliver training programmes that enhance technical product knowledge and empower teams to create memorable, on-brand customer experiences.

• Foster a culture of curiosity and learning, ensuring teams are equipped to represent the brand with authenticity and confidence.

3. Showroom Sales

• Drive showroom performance through engaging customer journeys, compelling storytelling, and seamless service.

• Support commercial objectives by connecting data insight with real-world experience, identifying opportunities for growth and conversion.

4. Installations

• Oversee installation centre operations, ensuring safety, quality, and customer satisfaction at every stage.

• Work cross-functionally to refine logistics, scheduling, and communication for a frictionless customer experience.

What We're Looking For

• A proven Head of Customer Experience & Operations (or similar) with experience in DTC, retail, or service-led environments.

• A natural leader who inspires and empowers - able to balance strategy with hands-on delivery.

• Strong operational thinker with a bias for action and an obsession for customer satisfaction.

• Comfortable in a fast-paced, entrepreneurial environment where everything you do truly matters.

• Analytical yet empathetic - driven by data, motivated by impact, and fuelled by customer passion.

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 the Head of Customer Experience & Operations, every idea counts, every process evolves, and every customer story matters.

Apply today to find out more

BBBH34470