Are you a strategic and hands-on Global Head of Customer Experience ready to scale CX in one of the UK’s fastest-growing consumer brands?

London (Euston – Hybrid, min. 3 days in office)

£90,000

Permanent.

We’re partnering exclusively with a high-growth, sustainability-led challenger brand on a mission to disrupt a £100bn industry. With rapid international expansion underway (UK + US and beyond), this is a business-critical hire to define and lead the global CX strategy at scale.

This is not a “steady-state” role — this is about building, evolving, and transforming CX in real-time growth.

Your Core Responsibilities

This role requires a commercial, systems-savvy CX leader who can operate at pace while building scalable, world-class customer experiences.

Global CX Strategy & Leadership

Define and own the end-to-end CX strategy across UK & US, aligning customer experience with brand values and commercial growth.

Scaling CX Operations

Lead a multi-layered structure including UK & US leads, outsourced partners, and offshore teams — ensuring scalability through peak periods (3,000+ daily contacts).

Systems, Automation & AI

Audit, optimise, and implement CX systems (CRM, AI, automation tools). You’ll be the expert voice on what good looks like and how to get there.

Customer Insight → Business Impact

Turn customer feedback into actionable improvements across Product, Logistics, Growth, and Operations.

Performance & Metrics Ownership

Own and improve key CX metrics (CSAT, NPS, response times, cost per contact), ensuring service excellence at scale.

Peak Planning & Forecasting

Lead resource planning and operational readiness ahead of high-volume trading periods.

CX Culture & Standards

Embed a premium, “Ritz-Carlton-style” service mindset while balancing speed, cost, and operational efficiency.

What We’re Looking For

We’re looking for a proven CX leader who has already operated ahead of the curve — someone who can grow with the business, not catch up to it.

Experience & Background

• 8–12+ years in CX leadership within DTC / eCommerce / high-growth consumer brands
• Experience scaling CX in rapid-growth environments (think £20m → £80m+ trajectory)
• Proven track record implementing or optimising CRM, automation, and AI tools
• Experience working across start-up, scale-up, and more established environments — able to balance pace, ambiguity, and evolving structure

Leadership & Operating Style

• Low ego, high accountability — thrives in a performance-driven, transparent culture
• Comfortable being challenged and influencing senior stakeholders, including CEO level
• Proactive, autonomous, and able to build structure within ambiguity

Technical & Operational Strength

• Strong experience with outsourced CX models and offshore teams
• Deep understanding of CX systems, workflows, and integrations
• Data-driven with strong analytical capability

Mindset Fit

• Thrives in fast-paced, high-growth scale-ups (not corporate-only backgrounds)
• Balances speed with precision — knows when to move fast and when to get it right
• Values trust, honesty, and ownership

Why This Role?

• Join one of the fastest-growing UK brands, scaling globally
• Own CX at a truly strategic, global level
• Work directly with senior leadership and CEO
• Build and shape CX from the ground up during a critical growth phase
• Be part of a mission-driven, sustainability-focused brand

Apply Now

If you’re ready to own and scale global customer experience in a hyper-growth environment, we’d love to speak with you.