Job Description

Purpose of the job:

We're creating a brand-new, high-impact, Customer Success department within Marketing designed to make Purplebricks a truly customer-first business.



The Customer Success Lead will be responsible for shaping, managing, and continually improving the end-to-end customer journey. This includes leading the transformation of how we engage, support, and listen to our customers through smarter technology, AI-driven insight, and a team built around empathy, accountability, and innovation.



Reporting directly to the CMO, this role will oversee all customer contact channels, review platforms, and satisfaction metrics, ensuring every interaction with Purplebricks builds trust, drives advocacy, and fuels improvement across the business.

Key Skills, Experience & Knowledge:

Proven experience managing customer service or experience teams in a digital-first, consumer-focused environment. Strong understanding of customer journey mapping, CX tech, and automation tools (CRM, AI chat, review platforms, etc.). Excellent leadership and communication skills, you're able to inspire, influence, and collaborate cross functionally. Analytical and data-driven, with experience in NPS, CSAT, and customer insight reporting. Strategic mindset with hands-on ability to drive transformation. Passion for customer advocacy and building brands people love to talk about.

Key Responsibilities:

Customer Journey & Transformation

Own and optimise the full customer experience, from first contact through to post-completion. Lead the tech transformation for customer experience to identify, implement, and manage smarter tools, AI solutions, and automations to improve efficiency and response times. Build a modern, insight-led operation that integrates marketing, service, and operations for a seamless experience.

Customer Contact & Engagement

Oversee all customer contact channels - including phone, email, live chat, social media inboxes and comments. Manage the team responsible for frontline responses, ensuring tone, accuracy, and empathy reflect the Purplebricks brand. Implement clear SLAs and service standards that exceed customer expectations.

Complaints, Feedback & Reviews

Lead ownership of review platforms (Trustpilot, Google, Feefo etc.), responding proactively to feedback and driving continuous improvement. Oversee complaint handling processes to ensure consistent resolution, trend analysis, and business-wide learning. Report key pain points and themes to the leadership team to influence change.

Measurement & Insight

Manage NPS and CSAT tracking, analysis, and reporting. Develop actionable insight dashboards to share with the wider business, ensuring the customer voice shapes decision-making. Present regular feedback loops and improvement recommendations to marketing, sales, and operations teams.

Leadership & Culture

Build and develop a high-performing Customer Success team who champion our customers daily. Foster a culture of ownership, empathy, and empowerment within the team. * Represent the customer voice within leadership forums and key projects.