Customer Experience Director
Customer Experience Director
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Job Alert
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GBP 100000 - 120000
1 Vacancy
Job Description
VoCoVo specialises in innovative communication solutions tailored for businesses particularly within the retail sector. Our flagship products are designed to create a connected store experience facilitating seamless communication among retail staff to enhance efficiency and elevate customer service. We empower teams to collaborate effortlessly and achieve their retail goals. Youve probably already seen us in actionwere trusted by Tesco Asda Dunelm and Iceland just to name a few.
With over 250000 users across more than 10000 locations in 21 countries and recognition as one of the top 100 best small-to-medium size businesses to work for join us on our journey!
Role Overview
Were looking for a dynamic and strategic Customer Experience Director to lead our global customer support project implementation and success functions ensuring every customer interaction from implementation to renewal is meaningful efficient and delivers long-term value.
Youll bring a strong technical support leadership background combined with deep expertise in customer satisfaction retention and journey optimisation. Reporting to the Chief Customer Officer youll drive operational excellence scale global support shape the customer journey and embed a customer-first mindset across the business.
This is a highly visible and impactful role at the heart of VoCoVos growth journey one that requires hands-on leadership strategic thinking and a passion for customer happiness.
Please note this role is hybrid with a typical expectation of 12 days per week in the office. Time will be spent across both our Cheltenham and Shipton-under-Wychwood locations though not necessarily at both each week.
To apply for this position you must be based in the UK and have the legal right to work in the UK.
What were looking for
- Familiarity with international customer bases and scaling support functions globally.
- Proven experience leading technical customer support in a B2B environment from 1st line - 3rd line ideally with SaaS or hardware/software integrations.
- A strategic thinker who can design deliver and optimise the end-to-end customer journey using data to inform decisions and improve outcomes.
- Comfortable operating at both strategic and tactical levels scaling teams embedding process improvements and owning critical KPIs like NPS and retention.
- Strong leadership and people development skills you create motivated happy high-performing teams.
- Collaborative and commercially minded with a track record of cross-functional impact across Sales Product and Operations and working closely with Development teams in 4th line support.
- Experience working with retail customers or in the retail industry would be a big plus.
What youll do
Customer Experience Strategy & Leadership
Develop and lead a world-class Customer Experience strategy covering Technical Support Project Delivery and Customer Success.
Own key customer metrics (NPS CSAT churn retention Right First Time) using data to drive performance and continuous improvement.
Act as a senior escalation point for complex or high-value customer issues youre comfortable stepping in when it matters most.
Define and optimise the full customer journey from onboarding through to long-term success ensuring consistency clarity and excellence at every touchpoint.
Embed a voice-of-the-customer approach across teams using insights to influence Product Operations and Go-To-Market strategies.
Collaborate with Sales and Marketing to identify opportunities for upsell cross-sell and service innovation.
Lead and coach the Heads of Technical Care and Client Delivery ensuring alignment on customer outcomes and performance.
Oversee global support operations ensuring timely effective resolutions and exceptional service standards.
Drive service delivery excellence from onboarding projects to reactive support with robust process systems and reporting.
Champion automation tooling and customer-facing systems that scale the customer experience intelligently.
Collaborate across Sales Product Engineering Marketing and Operations to deliver seamless customer outcomes.
Lead or support cross-functional initiatives tied to customer journey improvement retention and service innovation.
Ensure quality technical care and delivery teams work in unison with shared KPIs and accountability.
Build coach and develop a high-performing global Customer Experience team.
Create a culture of learning excellence and innovation where customers are at the centre of everything you do.
Salary
Salary range: 100000 - 120000 per year.
Benefits
- 25 Days Holiday Bank Holidays (increases with years of service)
- Option to buy or sell 5 days holiday each year
- Sick Pay - 8 weeks full pay 4 weeks half pay
- Life Assurance - (4 times basic pay)
- Private Medical Insurance
- Employee Assistance Programmes (EAP)
- Cycle2Work Scheme
- Electric car green salary sacrifice scheme
- Enhanced Maternity & Paternity package
- Child Care Scheme
- Training & development opportunities
- Company organised events
- Pension (Royal London Group) 5% employer contribution matched
- Apple MacBook Wireless Magic Mouse and Keyboard monitor and headphones
Diversity and Inclusion
At VoCoVo we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued respected and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity innovation and collaboration ensuring all team members can flourish. Join us in shaping the future together.
We are also committed to ensuring an inclusive recruitment process so please let us know if you need any reasonable adjustments at any stage.
Company Values
Embracing VoCoVos VOICE Values is important to us shaping our collaborative and innovative culture.
VALUED
Our Colleagues Customers and Stakeholders are valued; treated with respect empathy and operate with honesty and integrity
ONE TEAM
Collaboration of all for VoCoVos happiness and success
INNOVATION
Our products are constantly evolving to tackle the pain points of retailers across the globe
CUSTOMER FOCUSED
Our customers love VoCoVo at every level every interaction with us is frictionless and we are integral to their operations
EMPOWERED
Our people are empowered to do the right thing and make decisions without loads of red tape
If you feel this could be the right fit apply now!
Employment Type
Full Time
