Are you a strategic and hands‑on Global Head of Customer Experience ready to scale CX in one of the UK’s fastest‑growing consumer brands?
London (Euston – Hybrid, min. 3 days in office)
We’re partnering exclusively with a high‑growth, sustainability‑led challenger brand on a mission to disrupt a £100bn industry. With rapid international expansion underway (UK + US and beyond), this is a business‑critical hire to define and lead the global CX strategy at scale.
This role requires a commercial, systems‑savvy CX leader who can operate at pace while building scalable, world‑class customer experiences.
Define and own the end‑to‑end CX strategy across UK & US, aligning customer experience with brand values and commercial growth.
Scaling CX Operations
Lead a multi‑layered structure including UK & US leads, outsourced partners, and offshore teams — ensuring scalability through peak periods (3,000+ daily contacts).
Systems, Automation & AI
Audit, optimise, and implement CX systems (CRM, AI, automation tools). You’ll be the expert voice on what good looks like and how to get there.
Turn customer feedback into actionable improvements across Product, Logistics, Growth, and Operations.
Performance & Metrics Ownership
Own and improve key CX metrics (CSAT, NPS, response times, cost per contact), ensuring service excellence at scale.
Peak Planning & Forecasting
Lead resource planning and operational readiness ahead of high‑volume trading periods.
CX Culture & Standards
Embed a premium, “Ritz‑Carlton‑style” service mindset while balancing speed, cost, and operational efficiency.
We’re looking for a proven CX leader who has already operated ahead of the curve — someone who can grow with the business, not catch up to it.
Experience & Background
- 8–12+ years in CX leadership within DTC / eCommerce / high‑growth consumer brands
- Experience scaling CX in rapid‑growth environments (think £20m → £80m+ trajectory)
- Proven track record implementing or optimising CRM, automation, and AI tools
- Experience working across start‑up, scale‑up, and more established environments — able to balance pace, ambiguity, and evolving structure
Leadership & Operating Style
- Low ego, high accountability — thrives in a performance‑driven, transparent culture
- Comfortable being challenged and influencing senior stakeholders, including CEO level
- Proactive, autonomous, and able to build structure within ambiguity
Technical & Operational Strength
- Strong experience with outsourced CX models and offshore teams
- Deep understanding of CX systems, workflows, and integrations
- Data‑driven with strong analytical capability
Mindset Fit
- Thrives in fast‑paced, high‑growth scale‑ups (not corporate‑only backgrounds)
- Balances speed with precision — knows when to move fast and when to get it right
- Values trust, honesty, and ownership
Why This Role?
- Join one of the fastest‑growing UK brands, scaling globally
- Own CX at a truly strategic, global level
- Work directly with senior leadership and CEO
- Build and shape CX from the ground up during a critical growth phase
- Be part of a mission‑driven, sustainability‑focused brand
If you’re ready to own and scale global customer experience in a hyper‑growth environment, we’d love to speak with you.
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