Head of Customer Experience

Your role in a nutshell

The Head of Customer Experience leads the development and delivery of the UK customer journey, ensuring a consistent and distinctive brand experience across retail, digital, wholesale and partner channels.

The role aligns customer experience with the heritage and DNA of the brand ensuring these are clearly reflected through customer touchpoints and frontline delivery.

The Customer Experience function includes Retail CEX as a core stream, ensuring a customer centric strategy and standards are embedded through capability and behaviours.

Working with global teams, the UK market supports test-and-learn initiatives, serves as a best-in-class market and contributes to scalable customer experience solutions across markets.

Customer Journey

• Lead delivery and evolution of the UK customer journey.
• Ensure alignment between customer experience, brand and performance.
• Use insight and feedback to drive improvements.

Department Leadership

• Lead Customer Experience function, including Retail Training and new project delivery.
• Embed service standards and capability frameworks.
• Support consistent execution across customer-facing teams.

Global Collaboration

• Partner with global teams to pilot and test initiatives.
• Share UK insights and contribute to scalable frameworks.
• Encourage strong collaboration across markets.

Cross-Functional Alignment

• Work with CRM, Marketing, Digital and Commercial teams.
• Ensure campaigns translate effectively into customer experience and measurable performance.
• Support consistency across channels.

Projects & Communication

• Lead customer experience projects.
• Present recommendations and progress to stakeholders.
• Represent customer experience internally and externally

Scope

• Leads UK Customer Experience function.
• Retail Training included within department.
• Works cross-functionally and collaborates with global teams.

• Experience leading and delivering omnichannel customer experience strategies
• Understanding of customer-facing retail environments.
• Exposure to CRM, digital and omni-channel models.
• Strong collaboration, presentation and project management skills.
• Commercially aware and delivery-focused.

As well as a competitive salary, here are just a few of the rewards that you can look forward to if you join us: a 6% non-contributory pension plan, 23 days holiday, 50% staff discount and access to product sample sales, access to Perks at Work, our online shopping channel with exclusive deals & discounts, as well as LOVE money to spend on your wellbeing and personal development.