Head of Customer Experience & Service

Our client is an exciting, rapidly growing, founder-led business in the outdoor industry — built on exceptional products, unrivalled customer service, and an inclusive, passionate community. They are now seeking a Head of Customer Experience & Service to join them.You’ll oversee the full spectrum of customer interaction across online, telephone, showroom, and installation touchpoints. You will ensure consistency, efficiency, and excellence — and create the systems that will scale as they grow.You’ll work closely with the COO and leadership team to lead managers and their teams, align sales and customer experience goals, and embed a truly customer-first culture throughout the brand.This senior role combines leadership and operational management across key areas: Pre-Sales and After-Sales Support, Showroom Appointments, Training, and Experience, Showroom Sales and InstallationsKey Responsibilities• Lead and inspire cross-functional teams across sales, service, and installations (30+ people)• Design and implement scalable processes and KPIs• Manage and improve customer operations and performance metrics• Ensure a consistent, world-class experience across every customer touchpoint• Balance commercial growth with an unwavering focus on customer satisfaction• Champion continuous improvement and a customer-first mindsetIdeal Candidate• 5+ years’ senior experience in customer experience/service leadership• Proven ability to manage large, multi-site teams• Data-driven decision-maker with strong analytical skills• Hands-on leader who can scale systems and processes• Excellent communicator — online, in person, and across teams• Passionate about delivering exceptional customer experiences• Commercially astute and customer-obsessed• Willing to travel nationally and internationally as neededThis is a fantastic role that blends strategy and hands-on delivery — ideal for someone who thrives in a dynamic, high-growth environment and wants to make a measurable impact.This role is office based with some flexibility to work from home.We regret that due to volume only successful candidates will be contacted.