Head of Customer Experience

Position: Head of Customer Experience

Reporting to: CEO or to any other person as may be designated by the Management

Job Scope: The Head of Customer Experience (CX) holds overall responsibility for defining and executing our customer experience vision and strategy. This leadership role ensures that every stage of the customer journey —reflects the client's core values of quality, reliability, and excellence from the first point of contact to post-purchase support.

The incumbent will spearhead initiatives to elevate customer satisfaction, drive loyalty, and embed a service-driven culture across all departments. This position requires a strategic thinker with operational acumen, strong leadership capabilities, and a genuine passion for creating memorable customer experiences.

Main scope of services:

Customer Experience & Strategy:

1.   Ensure that all leaders reporting to the CEO have a clear understanding of the company's vision and goals for customer experience excellence, and of their department's respective contribution.

2.    Lead the Customer Experience across the organisation through review of the full journey including all touchpoints (Acquisition, Website, Checkout & Payment, Customer Enquiries, Delivery, Loyalty) to maximise the Customer Experience.

3.  Work effectively with all peers and teams in Sales & Marketing, Delivery &  Logistics, Finance, Operations, HR and IT to negotiate and influence customer improvements;

4.  Improve CSAT (Customer Satisfaction), average response time, average resolution time and other Customer Metric

5.   Increase the rate of repeat purchases through return customers as a result of excellent Customer Experience;

6. Develop and deploy the company's customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

7. Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points

8. Establish and roll-out the company's customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.

People Management & facilitating CX adoption:

1.    Strategically lead and develop a customer service team to enhance performance by setting clear KPIs and measuring against these on a regular basis to manage team performance;

2.   This includes team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, training and performance reviews;

3.  Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities;

4. Develop an effective portfolio of internal communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value

5. Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers;

6. Work with each discipline across the company to reframe their charter, roles and rituals for customer-centricity,i.e. why customers care and how it can make a difference for customers and/or customer touch-points

7.  Ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.

Strategy & Management:

1.   Review industry best practices and benchmarks to ensure that the organisation is always efficient in their setup and operation across Customer service;

2. Set strategy on how to best structure the CX team to respond to volume requirements during peak periods;

3. Establish and maintain efficient and effective Customer Service processes and standard operating procedures for the organization and its internal and external customers;

4. Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value; and

5. Develop and deploy systematic actioning on customer experience insights by cross-functional representatives,

to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime

value.

Continuous Improvement:

1.  Ensure the CX team is continuously trained and capable of maintaining high quality communication across all brands and platforms;

2.   Identify new tools and technologies to better serve the customer;

3.   Continually develop improvements and lead change projects;

4.  Use customer insights and analytics to identify companywide improvements and present these to Leadership,

5. Any other cognate duties assigned in the performance of duties.

Qualifications & Experience

• Bachelor's Degree in Business Administration, Marketing, Management, or a related discipline.
  
• Master's Degree will be considered an advantage.
  
• Minimum 5–7 years of proven experience in Customer Experience, Retail Service, or related leadership roles.
  
• Demonstrated success in developing and executing CX strategies that drive measurable improvement in satisfaction and loyalty.
  
• Experience within the home furnishing, retail, or lifestyle sector preferred.
  
  

Core Competencies

• Strategic Orientation: Ability to translate customer insights into impactful business strategies.
  
• Leadership Excellence: Inspires, motivates, and develops high-performing teams.
  
• Analytical Capability: Skilled in data interpretation and performance analysis.
  
• Communication Mastery: Exceptional verbal, written, and interpersonal communication.
  
• Operational Rigor: Strong process orientation with meticulous attention to detail.
  
• Customer Empathy: Deep understanding of customer behavior and expectations.
  

Personal Attributes

• Passionate about customer delight and service excellence.
  
•  Proactive, forward-thinking, and solution-oriented.
  
• Collaborative, with strong stakeholder management and influencing skills.
  
• High emotional intelligence, professionalism, and integrity.
  
• Agile and adaptable to evolving business environments.