An exciting opportunity has arisen for an experienced Customer Experience & Quality Lead to join a growing and customer-focused organisation. This senior leadership role is responsible for driving customer experience, quality standards and cross-functional alignment across the business. The successful candidate will act as the voice of the customer, helping to strengthen customer retention, operational collaboration and continuous improvement initiatives. The role is ideally suited to a commercially aware leader with strong communication, organisational and people management skills who can drive proactive customer ownership and operational excellence.
Responsibilities
Customer Experience Leadership
Lead and manage the Customer Service and Quality teams.
Champion a customer-centric culture across the organisation.
Drive a seamless and joined-up customer experience across all touchpoints.
Customer Communication & Coordination
Act as the central coordination point for customer communication and visibility.
Ensure customer issues are effectively logged, tracked and communicated.
Coordinate cross-functional responses across Service, Operations, Logistics, Sales and Quality teams.
Customer Insight & Continuous Improvement
Manage customer surveys and feedback processes.
Lead regular cross-functional customer review meetings.
Quality Leadership
Lead the Quality function and ensure adherence to quality standards and procedures.
Ensure quality processes support operational excellence and customer expectations.
Monitor recurring product or quality-related issues and coordinate corrective actions.
Support continuous improvement in product consistency and customer outcomes.
Support Area Sales Managers through visibility of customer issues, risks and opportunities.
Ensure commercial teams remain informed without requiring operational follow-up.
Strengthen the relationship between customer experience and commercial performance.
Performance & KPI Management
Track and report on customer experience and quality KPIs.
Monitor customer satisfaction, complaint trends, response times, resolution performance and retention indicators.
Drive improvement actions based on performance insights and operational data.
Provide structured reporting to support leadership visibility and decision-making.
Team Leadership & Capability Development
Coach, develop and support Customer Service and Quality team members.
Build accountability, capability and a continuous improvement culture.
Improve systems, processes and ways of working.
Reduce dependency on individuals through stronger communication, structure and operational processes.
Qualifications
Strong leadership and people management experience.
Excellent communication, coordination and stakeholder management skills.
Commercial awareness with a strong customer-focused mindset.
Experience managing customer-facing teams and operational processes.
Continuous improvement mindset with strong organisational skills.
Experience with ERP and CRM systems would be advantageous.
Required Skills
Strong leadership and people management experience.
Excellent communication, coordination and stakeholder management skills.
Commercial awareness with a strong customer-focused mindset.
Experience managing customer-facing teams and operational processes.
Continuous improvement mindset with strong organisational skills.
Experience with ERP and CRM systems would be advantageous.
Preferred Skills
Experience with ERP and CRM systems would be advantageous.
Pay range and compensation package
Opportunity to play a key leadership role within a growing organisation. Collaborative and supportive management environment. Ability to shape customer experience strategy and operational improvement initiatives.
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