Head of Customer Experience

Our sales team are expanding! Do you think you could be our new Head of Customer Experience?

Are you someone who is always looking for ways to improve? Do you have a growth mindset that empowers you to reach new heights? If so, we want you to be an integral part of our team!

The Head of Customer Experience is responsible for elevating and maintaining an exceptional customer experience across all touchpoints in the organisation. This role involves a strategic oversight of the customer service team, a relentless focus on improving internal processes to enhance customer satisfaction and acting as a staunch advocate for customer needs within the company. The goal is to develop a customer-centric culture that drives business growth through exceptional service and fosters long-term loyalty.

Your main accountabilities will be:

• Set targets and plans aligned with company goals, ensuring staff have the necessary tools and development to achieve high performance.


• Assist with order prioritisation and customer service actions to optimise order execution.


• Develop strategies to improve customer satisfaction and loyalty, analysing customer feedback and market trends.


• Lead the transformation of customer touchpoints and champion the voice of the customer within the organisation.
  
  Ability to inspire and motivate teams, with a strong orientation towards customer service.


• Track record of enhancing customer service processes using process improvement methodologies.


• Capable of analysing data to understand trends and make data-driven decisions.


• Minimum of a Bachelor's degree in Business Administration, Marketing, or a related field with significant experience in customer service or customer experience roles.


If you are motivated by challenge and thrive in a fast-paced environment we want to hear from you. Join Team Apollo where everyone has the opportunity to make a difference.