Head of Customer Operations

Job ID: 38144

Head of Customer Service | Fast-Growing Ecommerce Brand
UK Remote First with some travel
Salary TBD + bonus and benefits
This is a confidential search, so I’m keeping the information top line.
I’m working with a fast-growing Ecommerce brand looking for an experienced Head of Customer Service. There is already a team in place, but they now need someone senior to take ownership of the function, look at what could work better and shape the next stage.
Why it’s interesting:

• Take ownership of the customer service function
• Make improvements rather than simply maintain what is already there
• Get involved across the team, processes, reporting and systems
• Work closely with senior leadership and have input into wider decisions
• Make sure customer feedback is used to improve the wider customer journey

The role:

• Lead and develop the customer service team
• Set the direction and priorities for the function
• Look at what is working, what isn’t and what needs to change
• Improve reporting, processes, systems and ways of working
• Set clear KPIs and make sure performance stays on track
• Work closely with other teams to solve problems and improve the customer experience

What they’re looking for:

• Senior customer service leadership experience, ideally from a larger retail business
• Ecommerce experience is essential
• Strong people leadership experience
• Someone who can think strategically but is still happy getting involved
• Experience improving customer service functions, not just running BAU
• Confident working with senior stakeholders and putting ideas forward
• Someone who can stay calm, make decisions and keep things moving

Recruitment Consultant: Jade Watson jade@cranberrypanda.co.uk