Overview
Our mission is to connect, support and give voice to every business in Norfolk. We are supported by a membership of over 700 businesses of every shape and size, in every corner of the county. We are the leading voice for our local business community and to help us achieve our goals, we are looking for a Head of Customer Experience to lead one of our multidisciplinary teams.
Are you a commercially and strategically minded leader looking for a high-impact role?
In this role, you will have the mandate to shape our engagement with our growing membership. This isn’t a ‘business-as-usual’ role. It’s a chance to oversee a unique value proposition that ensures Norfolk’s business ecosystem thrives for years to come.
Reporting to the Chief Operating Officer, you will lead a team of four who together cover membership and our Business Hub co-working space in Norwich. You will be a key driver of our organisation’s revenue, responsible for delivering significant growth through membership recruitment and the continued success of our Business Hub.
What you’ll do
- Drive Membership Growth: Oversee proactive outreach and recruitment campaigns while maintaining a robust engagement framework to maximise member retention.
- Strategic Leadership: Provide mentorship and professional development for your team, ensuring high performance across customer-facing functions.
- Operational Excellence: Champion a data-informed growth culture using our CRM to unlock deep insight into the member journey and continuously improve processes to deliver efficient operations.
- Community Engagement: Align our engagement calendar and act as a trusted ambassador for Norfolk Chambers with external stakeholders to ensure we connect the right people at the right time.
- Project Management: Ensure the successful delivery of contracted projects and Business Hub objectives against agreed KPIs.
- Strategic Influence: You will become a recognised figure in the Norfolk business community, providing insights to senior leaders and being a primary voice for the Chambers.
- Read for FULL job specification here
What we need from you
We are looking for a professional who thrives in a fast-paced, B2B environment. You should show:
- Proven Leadership: Strong recent experience in a senior leadership role within a commercial or customer engagement setting.
- Strategic Insight: The ability to perform business planning at a strategic level across multiple disciplines.
- Commercial Acumen: A deep understanding of B2B customer journeys, pipeline management, and financial metrics.
- Analytical Skills: A data-driven approach with experience in digital CRMs and the ability to translate data into actionable decisions.
- Exceptional Communication: High-level networking capability and the confidence to negotiate and mediate with a diverse range of stakeholders.
What you’ll get from us
- Salary: c.£40,000pa
- Holiday: Unlimited (upon completion of probation)
- Working Style: Flexible / hybrid working, based in our Norwich City Centre office
- Benefits: Pension with employer contributions & healthcare cash plan
- Culture: A friendly, informal, energetic, and engaged team.
If you are a growth-oriented leader ready to make a difference in the Norfolk business community, please send your CV and a covering letter outlining your suitability for the role to the COO, Jack Weaver at jack.weaver@norfolkchambers.co.uk
Deadline: 23:59, Friday 8 May 2026. (Applications are considered on an ongoing basis; we reserve the right to close the advert early if a suitable candidate is found).
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