Head of Customer Experience

We’re looking for an experienced Head of Customer Service Operations to lead global customer support teams and elevate end-to-end customer experience. This is a senior leadership role with significant responsibility for operational performance, complaints, quality, resourcing, and commercial outcomes across multiple markets.

You’ll lead a team of specialists, own day-to-day service operations, and drive continuous improvement across delivery, complaints handling, quality assurance, and high-touch customer care. Acting as a key business partner, you’ll work cross-functionally with senior stakeholders, use data to inform decisions, and deliver initiatives aligned to wider company strategy. You’ll also oversee budgets, forecasting, recruitment, and the setup of consistent service standards in new markets.

This role suits someone who operates at pace, challenges the status quo, and balances analytical rigour with a strong bias to action.

This role is based at our clients offices in Central London on a Hybrid working pattern (3 days on site, 2 from home)

Salary: £80,000 + Bens

About you

• Proven leader in customer service or operations, ideally in a multi-market environment
• Commercially minded, with strong understanding of P&L, retention, and customer lifetime value
• D2C experience is essential with subscriptions being an added bonus!
• Confident communicator who can influence stakeholders and present insights clearly
• Comfortable with data tools, reporting, and building business cases
• Proactive, resilient, and accountable, with a hands-on approach to problem solving