Central Employment
Head of eCommerce Customer Experience
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Central Employment is working with a scaling Online Retail, KBB Interiors brand, as they look to appoint a eCommerce Head of Customer Experience, joining their SLT.
Full-time office based, Stockton on Tees
Up to £45,000
About the Role
We are seeking an experienced and commercially focused eCommerce Head of Customer Experience to lead and shape their end-to-end customer journey. This is a strategic leadership position for someone who has spent several years operating at Head of Customer Experience level within a KBB (Kitchen, Bedroom & Bathroom) e-commerce business and has successfully transformed customer service into a market-leading customer experience function.
You will be responsible for developing and delivering the company's Customer Experience strategy, ensuring every customer interaction reflects our brand values while driving customer loyalty, advocacy and commercial performance. Working closely with the Board and senior leadership team, you will use customer insight, data and operational excellence to create a best-in-class experience across all touchpoints.
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Key Responsibilities
- Develop and execute a company-wide Customer Experience strategy aligned to business objectives.
- Present customer performance, insights and strategic recommendations directly to the Board.
- Champion a customer-first culture across all departments.
- Lead the evolution of customer service into a proactive customer experience function.
- Map, analyse and continually improve the end-to-end customer journey.
- Own and improve NPS, CSAT, CES and Voice of Customer programmes.
- Develop KPIs, SLAs and executive dashboards.
- Work cross-functionally with Sales, Marketing, Operations, Logistics and Installation teams.
- Lead, coach and develop Customer Experience and Customer Service managers.
Essential Experience
- Several years' experience as a Head of Customer Experience or equivalent senior leadership role.
- Strong background within the KBB industry.
- Experience in a fast-paced e-commerce and omnichannel retail environment.
- Proven success implementing a customer experience strategy.
- Board-level reporting and stakeholder management experience.
- Demonstrable improvements in customer satisfaction and operational performance.
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Technical & Professional Skills
- Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes.
- Customer journey mapping.
- CRM systems and customer analytics.
- KPI and dashboard development.
- Customer service leadership.
- Change management and continuous improvement.
Leadership Competencies
- Strategic thinking
- Commercial acumen
- Inspirational leadership
- Customer focus
- Analytical decision-making
- Stakeholder management
- Change leadership
Key Performance Indicators
- NPS improvement
- CSAT improvement
- Customer Effort Score
- First Contact Resolution
- Complaint reduction
- Customer retention
- Service response times
- Online review ratings
- Employee engagement
Qualifications
- Degree or equivalent experience.
- CX or Customer Service leadership qualifications desirable.
- Evidence of ongoing professional development.
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