Job Description

VoCoVo specialises in innovative communication solutions tailored for businesses, particularly within the retail sector. Our flagship products are designed to create a connected store experience, facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals. You've probably already seen us in action--we're trusted by Tesco, Asda, Dunelm, and Iceland, just to name a few.


With over 250,000 users across more than 10,000 locations in 21+ countries, and recognition as one of the top 100 best small-to-medium size businesses to work for, join us on our journey!

Role Overview

We're looking for a dynamic and strategic Customer Experience Director to lead our global customer support, project implementation and success functions, ensuring every customer interaction -- from implementation to renewal -- is meaningful, efficient, and delivers long-term value.


You'll bring a strong technical support leadership background, combined with deep expertise in customer satisfaction, retention, and journey optimisation. Reporting to the Chief Customer Officer, you'll drive operational excellence, scale global support, shape the customer journey, and embed a customer-first mindset across the business.


This is a highly visible and impactful role at the heart of VoCoVo's growth journey -- one that requires hands-on leadership, strategic thinking, and a passion for customer happiness.



Please note, this role is hybrid, with a typical expectation of 1-2 days per week in the office. Time will be spent across both our Cheltenham and Shipton-under-Wychwood locations, though not necessarily at both each week.


To apply for this position you must be based in the UK and have the legal right to work in the UK.

What we're looking for

Familiarity with international customer bases and scaling support functions globally. Proven experience leading technical customer support in a B2B environment from 1st line - 3rd line, ideally with SaaS or hardware/software integrations. A strategic thinker who can design, deliver, and optimise the end-to-end customer journey -- using data to inform decisions and improve outcomes. Comfortable operating at both strategic and tactical levels -- scaling teams, embedding process improvements, and owning critical KPIs like NPS and retention. Strong leadership and people development skills -- you create motivated, happy, high-performing teams. Collaborative and commercially minded, with a track record of cross-functional impact across Sales, Product, and Operations and working closely with Development teams in 4th line support. Experience working with retail customers or in the retail industry would be a big plus.

What you'll do

Customer Experience Strategy & Leadership

Develop and lead a world-class Customer Experience strategy covering Technical Support, Project Delivery, and Customer Success.
Own key customer metrics (NPS, CSAT, churn, retention, Right First Time), using data to drive performance and continuous improvement.
Act as a senior escalation point for complex or high-value customer issues -- you're comfortable stepping in when it matters most.
Define and optimise the full customer journey -- from onboarding through to long-term success -- ensuring consistency, clarity, and excellence at every touchpoint.
Embed a voice-of-the-customer approach across teams, using insights to influence Product, Operations, and Go-To-Market strategies.
Collaborate with Sales and Marketing to identify opportunities for upsell, cross-sell, and service innovation.

Operational Leadership & DeliveryLead and coach the Heads of Technical Care and Client Delivery, ensuring alignment on customer outcomes and performance.
Oversee global support operations, ensuring timely, effective resolutions and exceptional service standards.
Drive service delivery excellence -- from onboarding projects to reactive support -- with robust process, systems, and reporting.
Champion automation, tooling, and customer-facing systems that scale the customer experience intelligently.

Cross-Functional PartnershipCollaborate across Sales, Product, Engineering, Marketing, and Operations to deliver seamless customer outcomes.
Lead or support cross-functional initiatives tied to customer journey improvement, retention, and service innovation.
Ensure quality, technical care, and delivery teams work in unison with shared KPIs and accountability.


Team Development & CultureBuild, coach, and develop a high-performing global Customer Experience team.
Create a culture of learning, excellence, and innovation -- where customers are at the centre of everything you do.

Salary

Salary range: 100,000 - 120,000 per year.

Benefits

25 Days Holiday + Bank Holidays (increases with years of service) Option to buy or sell 5 days holiday each year Sick Pay - 8 weeks full pay, 4 weeks half pay Life Assurance - (4 times basic pay) Private Medical Insurance Employee Assistance Programmes (EAP) Cycle2Work Scheme Electric car green salary sacrifice scheme Enhanced Maternity & Paternity package Child Care Scheme Training & development opportunities Company organised events Pension (Royal London Group) 5% employer contribution matched Apple MacBook, Wireless Magic Mouse and Keyboard, monitor and headphones

Diversity and Inclusion

At VoCoVo, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together.


We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.

Company Values

Embracing VoCoVo's

'VOICE'

Values is important to us, shaping our collaborative and innovative culture.

VALUED

Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity

ONE TEAM

Collaboration of all for VoCoVo's happiness and success

INNOVATION

Our products are constantly evolving to tackle the pain points of retailers across the globe

CUSTOMER FOCUSED

Our customers love VoCoVo at every level, every interaction with us is frictionless, and we are integral to their operations

EMPOWERED

Our people are empowered to do the right thing and make decisions without loads of red tape


If you feel this could be the right fit, apply now!