Job Description

Job Summary

We are seeking a highly experienced and strategic Head of Customer Experience to lead and enhance our customer service function across the UK and Islamabad. This pivotal role oversees the Customer Service Manager and their teams, ensuring a consistent, high-quality experience for all customers.

The ideal candidate will have a minimum of 5 years' experience in customer service and 3 years in a management role, with a proven ability to lead diverse teams, use data to drive decisions, and represent the business confidently in 3rd party meetings.

Key Responsibilities

Lead, manage, and support the Customer Service Manager and teams across the UK and Islamabad. Design and implement strategies to improve the end-to-end customer journey. Use customer insight and data analytics to inform service improvements, KPIs, and performance metrics. Act as the key point of contact for third-party meetings and strategic partnerships, representing the customer voice. Align customer service delivery with operational and logistics needs, collaborating closely with supply chain and fulfilment functions. Oversee service delivery quality and manage escalations effectively to maintain customer satisfaction. Create and monitor reports on service performance, customer feedback, and NPS scores. Foster a customer-first culture through coaching, training, and performance development. Ensure alignment with company values, compliance standards, and customer care policies.

Person Specification

Essential

Minimum 5 years' experience in a customer service environment, with a clear record of delivering excellent customer experiences. Minimum 3 years' experience in a managerial role with multi-site or international team leadership. Strong interpersonal and communication skills with the ability to represent the company confidently in external meetings. Analytical mindset; confident in working with data, metrics, and reporting tools. Experience in logistics coordination or working alongside logistics teams. Flexible and resilient with a proactive approach to problem-solving.

Desirable

Experience in international team management, particularly across UK and South Asia. Working knowledge of CRM tools and customer engagement platforms. Exposure to fast-paced environments such as eCommerce, logistics, or retail.

What We Offer

Salary up to 40,000 depending on experience Opportunity to shape and lead a critical function in a growing business. Collaborative and inclusive work culture. International exposure and leadership development opportunities.
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Employee discount Free parking On-site parking
Experience:

Customer service: 5 years (required) Management: 3 years (required)
Work authorisation:

United Kingdom (preferred)
Work Location: In person