Head Of Customer Experience

Head Of Customer Experience

We are seeking an experienced and inspiring Head of Customer Experience to lead and drive excellence across all functions that form part of the customer journey, comprising a team of 20+ professionals. This pivotal leadership role is responsible for cultivating a high-performance, customer-centric culture that ensures every interaction delivers exceptional service and measurable results.

You will directly manage the Customer Onboarding Manager, Customer Support Manager, Customer Care Manager, and our Fulfilment Specialist, empowering them to lead their teams while overseeing strategic improvements, performance metrics, and operational processes. The successful candidate will be a champion of positive change, tasked with taking our customer experience from good to truly great, through a relentless focus on quality.

The ideal candidate is a strong leader with a track record of driving transformation, enhancing team culture, and consistently meeting or exceeding service KPIs.

Key Duties:

• Lead, coach, and inspire the teams that take care of our customer journey – Customer Onboarding, Customer Support, Customer Experience, and Fulfilment (20+ team members across two teams).
• Provide direct leadership to the Customer Support Manager and Customer Care Manager.
• Foster a culture of ownership, collaboration, and continuous improvement.
• Champion employee engagement, retention, and growth through structured development plans and clear career pathways.
• Define and drive the customer experience strategy, ensuring alignment with company goals.
• Map out the customer journey, review each stage, and give it a RAG status to continually improve the experience at every touch point.
• Promote a customer-first culture focused on quality, speed, and consistency.
• Embed a strong service mentality that prioritizes responsiveness, accuracy, and customer satisfaction.
• Own all service KPIs, SLAs, and response time targets—ensuring they are consistently met or exceeded.
• Implement a robust performance framework across teams, using data to drive improvements and accountability.
• Deliver regular reporting to senior leadership, with actionable insights and plans for underperformance.
• Oversee the development and optimization of end-to-end customer processes.
• Lead strategic initiatives to streamline workflows, reduce friction, and scale service delivery.
• Drive a program of continuous improvement, including the implementation of new technologies, systems, and service standards.
• Act as the bridge between CX and other departments including Sales, Operations, Procurement, and IT.
• Ensure seamless onboarding, order fulfillment, and post-sale support through strong interdepartmental collaboration.
• Handle high-level customer escalations, ensuring timely and effective resolution.

Required Skills & Experience

• 5+ years of experience in a strategic CX leadership role.
• Proven track record of implementing and leading transformational change.
• Proven success in leading and motivating large, multi-function teams.
• Strong track record of delivering against KPIs, improving response times, and driving cultural change.
• Proven experience of using data to shape departmental success.
• Experience managing both reactive support and proactive customer care functions.
• Confident change agent with experience delivering transformation programs.
• Data-driven decision-maker with strong analytical and reporting skills.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in ERP and CRM systems, Excel, and performance dashboards.

Desirable Qualities

• Passionate about creating outstanding customer experiences.
• Inspirational leader with a hands-on, collaborative management style.
• Resilient under pressure, with a solutions-focused mindset.
• Skilled in balancing strategy with day-to-day operations.
• Embraces accountability, transparency, and team empowerment.

Success in This Role Looks Like

• A step-change in customer experience quality and responsiveness.
• A high-performing, motivated team with clear direction and purpose.
• Clearly defined customer journey with performance measure for each stage.
• Consistently green KPIs and measurable improvements in SLAs.
• A proactive, data-led culture of continuous improvement.
• Elevated customer satisfaction, increased staff retention, and brand reputation.

SMI are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.