REQUIREMENTS

• Proven work experience as a Head of Customer Experience or similar role
• Excellent understanding of customer experience management and customer journey mapping
• Strong stakeholder management skills
• Exceptional interpersonal and communication skills. Able to lead without hierarchical management
• Project Management, especially in the IT or Customer services background an advantage
• Technical/IT background an advantage
• Ability to analyse customer feedback and market trends
• Experience with CRM software and customer experience technologies
• Experience in retail, ideally in a premium brand
• Strong analytical skills

We are looking for a motivated, passionate, and committed individual who is driven to deliver excellence every day. You will have a digital first mindset and possess a deep understanding of customer needs and behaviours with strong leadership skills to inspire and guide the market teams of delivering an exceptional level of service to our customers.

• Develop and execute a comprehensive customer experience strategy aligned with business objectives
• Use digital information flows and data to help provide a more automated customer – self-service – solution
• Create the data and processes to allow the commercial teams to develop and sell extended warranties via our .COM platform
• Understand how AI tools can be utilised to drive efficiencies, automation, self-service and implement them
• Analyse customer feedback and data to identify trends, pain points, and opportunities for improvement and drive those points back into the business for continuous improvement.
• Collaborate with and support all market functions to ensure a globally consistent and positive customer journey
• Design and implement customer satisfaction metrics and KPIs to measure success. And act on these metrics
• Drive initiatives to enhance customer engagement, retention, and loyalty
• Data deep dives to identify trends, opportunities and areas to focus on/improve
• Own the global strategic direction for customer experience for ghdhair.com across 14 (and growing) Ecommerce websites across UK, EU, US, AU NZ, ZA and Nordics to increase customer satisfaction
• Maximise marketing efforts and channel optimisation to strive for effective customer cost management and maximise ROI/LTV
• Creating and managing customer satisfaction metrics and tracking systems
• Ensuring compliance with company and industry customer service standards and regulations
• Handling and resolving escalated customer service issues
• Developing and monitoring budgets related to customer experience initiatives
• Reporting on the effectiveness of customer experience strategies to senior managemen

ABOUT THIS ROLE

The Director of Customer Experience and Strategy is a senior, autonomous role responsible for shaping and delivering ghd’s global customer experience strategy. You’ll lead cross-functional initiatives, manage strategic partnerships, and turn customer service into a revenue-generating function through innovative, AI-driven solutions.
You’ll fully own the end-to-end customer experience, ensuring global feedback is actioned, tools are in place to enhance and automate service, and every customer touchpoint reflects our brand’s commitment to excellence. Collaboration across local and global teams will be key to driving consistency and continuous improvement.

JOB ROLE AND RESPONSIBILITIES

We are looking for a motivated, passionate, and committed individual who is driven to deliver excellence every day. You will have a digital first mindset and possess a deep understanding of customer needs and behaviours with strong leadership skills to inspire and guide the market teams of delivering an exceptional level of service to our customers.

• Develop and execute a comprehensive customer experience strategy aligned with business objectives
• Use digital information flows and data to help provide a more automated customer – self-service – solution
• Create the data and processes to allow the commercial teams to develop and sell extended warranties via our .COM platform
• Understand how AI tools can be utilised to drive efficiencies, automation, self-service and implement them
• Analyse customer feedback and data to identify trends, pain points, and opportunities for improvement and drive those points back into the business for continuous improvement.
• Collaborate with and support all market functions to ensure a globally consistent and positive customer journey
• Design and implement customer satisfaction metrics and KPIs to measure success. And act on these metrics
• Drive initiatives to enhance customer engagement, retention, and loyalty
• Data deep dives to identify trends, opportunities and areas to focus on/improve
• Own the global strategic direction for customer experience for ghdhair.com across 14 (and growing) Ecommerce websites across UK, EU, US, AU NZ, ZA and Nordics to increase customer satisfaction
• Maximise marketing efforts and channel optimisation to strive for effective customer cost management and maximise ROI/LTV
• Creating and managing customer satisfaction metrics and tracking systems
• Ensuring compliance with company and industry customer service standards and regulations
• Handling and resolving escalated customer service issues
• Developing and monitoring budgets related to customer experience initiatives
• Reporting on the effectiveness of customer experience strategies to senior management