Modulaire Group
Head of Customer Experience
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Location: London/High Holborn
Working model: Hybrid, with regular office touchpoints
Contract type: 12-month fixed-term
About Algeco
Algeco is a leading provider of modular and portable space solutions in the UK, supporting customers in the construction, education, healthcare, commercial, and public sectors. As part of Modulaire Group, a global leader in modular solutions, Algeco delivers flexible and sustainable spaces and services to customers in a wide range of markets.
About the Role
We’re looking for an experienced Head of Customer Experience to lead the design and delivery of a customer-centric operating model across the full customer lifecycle. The role will connect Sales, Operations, Customer Care, Finance, Fleet, Logistics, Marketing, and Digital to create a seamless, proactive, and commercially focused customer experience, driving customer satisfaction, retention, and sustainable growth.
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Key Responsibilities
- Lead the Customer Experience strategy and end-to-end customer journey
- Lead and develop the Customer Care function, setting service standards and KPIs
- Drive Voice of Customer, NPS, complaints, and customer insight to improve experience
- Partner with Sales and Account Management to strengthen retention, renewals, and growth
- Drive cross-functional improvement, connecting Sales, Operations, Finance, Fleet, Logistics, Marketing, and Digital
- Lead process, CRM, data, and digital improvements that enhance the customer journey
- Establish CX governance, reporting, and performance measures
- Champion the customer voice and drive continuous improvement and service recovery
What We’re Looking For
- Senior experience in Customer Experience, Customer Operations, Customer Care, or transformation
- Strong understanding of end-to-end customer journeys and operating models
- Proven track record of cross-functional change and continuous improvement
- Strong commercial and data-driven mindset, with experience using CX and operational metrics
- Excellent stakeholder management and influencing skills at senior level
- Experience leading and developing customer-facing teams
- Understanding of CRM, case management, and digital customer solutions
- Confident managing complex customer issues and escalations in a fast-paced environment
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