Job Description

Director of Customer Experience

Location:

Multi?site (2 Showrooms + Ecommerce)

Contract:

Full?time

Salary:

Competitive, based on experience

About Us

We're an independent furniture retailer with two beautifully curated showrooms and a third due to open Spring 2026, plus a thriving online store. Our focus is quality craftsmanship, thoughtful design, and service that feels genuinely personal. As we continue to grow, we're looking for someone who can bring consistency, creativity, and leadership to the way customers experience our brand across every channel.

About the Role

As our

Head of Customer Experience

, you'll shape how customers feel whether they're browsing in?store, chatting with us online, or receiving a delivery at home. This role blends strategy with hands?on involvement, perfect for someone who understands retail, values great service, and enjoys working closely with a passionate, tight?knit team.

Key Responsibilities

Develop and deliver a joined?up customer experience strategy

across showrooms, ecommerce, and aftersales.

Lead and support showroom teams and the customer care team

to deliver warm, knowledgeable, consistent service.

Use customer feedback, reviews, and data

to identify improvements across in?store, online, and delivery touchpoints.

Oversee the full customer journey

from first browse to post?purchase care, ensuring a seamless multi?channel experience.

Work closely with ecommerce, logistics, and showroom managers

to streamline processes and remove friction.

Resolve escalated customer issues

with empathy, fairness, and a solutions?focused mindset.

Champion a culture of hospitality and craftsmanship

, ensuring our service reflects the heart of our brand.

About You

Experience in customer service leadership

within retail, ideally furniture, interiors, or lifestyle.

Comfortable managing multi?site teams

and supporting both in?store and online service environments.

Strong communicator and natural relationship?builder

, able to influence and inspire.

Analytical and practical

, able to turn insights into meaningful improvements.

Hands?on and adaptable

, thriving in an independent business where everyone contributes.

A genuine interest in home, design, and quality craftsmanship

is a real advantage.

What We Offer

A high?impact leadership role

where your ideas shape the customer experience across all channels.

A friendly, supportive team

with a shared passion for great design and great service.

Opportunities to grow

as our showrooms and ecommerce continue to expand.

Competitive salary and staff discounts

on our furniture and homeware collections.

Ongoing training and support

Generous defined benefit pension contributions

Job Type: Full-time

Benefits:

Company pension On-site parking Store discount
Work Location: In person