Head of Client / Customer Experience
We are seeking an experienced Head of Client / Customer Experience to shape and drive our customer engagement strategy.
About the Role
* Lead initiatives that enhance customer satisfaction, loyalty, and brand advocacy.
* Implement best-in-class customer engagement strategies, ensuring a unified, omni-channel experience in line with our modern luxury vision.
Key Responsibilities
Client Experience Leadership:
* Drive all client satisfaction initiatives across importers, retailers, and global teams, ensuring alignment with our premium service standards.
Strategic Budget Management:
* Oversee client loyalty funds, goodwill budgets, and other resources to maximize impact and customer satisfaction.
Customer Feedback & Insights:
* Lead the governance of customer feedback programs, analysing surveys, retailer insights, and direct interactions to drive continuous improvement.
Service Excellence Implementation:
* Ensure the execution of world-class customer service initiatives, improving touchpoints across all channels, both digital and in-person.
Stakeholder Collaboration:
* Serve as the key liaison between regional and international client experience teams, fostering alignment on global best practices.
Customer Advocacy & NPS Management:
* Oversee resolution of key customer complaints, manage escalations, and implement strategies to improve the Net Promoter Score (NPS).
Training & Development:
* Champion a customer-first mindset by ensuring all employees, from retail to leadership, are equipped with the skills and training needed to deliver exceptional service.
About You
* 7+ years in a senior customer experience or marketing role within luxury consumer goods, hospitality, or premium service industries.
* Bachelors degree in business, marketing, communications, or a related field (Masters preferred).
* Strong background in customer experience tools, CRM platforms, and data-driven decision-making.
This is a high-impact role for a strategic leader who is passionate about delivering exceptional customer experiences in the luxury sector.