Director of CX

Stellify ·stellify.shazamme.site

Location London, ENG, GB
Salary GBP 95,000 - 105,000 / year
Type Full time
Level Director
Source Shazamme
Marketing Operations
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Director of Customer Experience

£100,000, permanent

App-led consumer brand, national retail estate

A UK consumer brand with a national estate of retail sites and a customer app at the centre of its growth is hiring a Director of Customer Experience. You'll report to the Chief Customer Officer and own how customers experience the brand across the app, the contact centre and the sites themselves.

The role

  • Lead around 75 people across customer experience, customer operations and the customer-facing sites.
  • Own the end-to-end experience: digital journeys, assisted service, complaints, Voice of the Customer and insight.
  • Hold the app commercially. Adoption, membership and repeat usage are yours to grow.
  • Run a 24/7 support operation in a regulated environment, with in-house and outsourced teams. Zendesk is in place and AI agent pilots are under way, so the next stage is yours to shape.
  • Hold the P&L for a customer-facing retail estate of around £8m revenue.
  • Deputise for the CCO across customer, marketing, operations and revenue.

About you

  • You've led customer experience at Head of or Director level in a consumer business where digital and physical service meet, such as retail, travel, energy or mobility.
  • You use contact and complaint data to fix causes upstream, and you can show the numbers that moved.
  • You've owned a P&L and built a proposition or membership product.
  • You've delivered change through peers in product, technology and finance.

What's on offer

  • 100k base salary
  • Ownership of growth, transformation, contact centre and CX strategy
  • London based 1-2 times per week
  • Opportunities to represent the business through various events and partnerhsips

Frequently asked questions

Who is hiring for the Director of CX role?
Stellify is hiring for the Director of CX position, a Shazamme client. Apply directly on the employer's career site.
Where is the Director of CX job located?
The Director of CX role with Stellify is based in London, GB.
What does the Director of CX role pay?
Stellify lists the Director of CX role at GBP 95,000–105,000 per year.
Is the Director of CX role full-time or contract?
This is a full time position at Stellify.
What experience level is the Director of CX role?
The Director of CX position is aimed at director-level candidates.
How do I apply for the Director of CX role at Stellify?
Apply directly on Stellify's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct