Customer Experience Director
2 days ago
About Alternatives
Alternatives, a leading international luxury brand, is seeking an experienced Head of Client / Customer Experience to shape and drive its customer engagement strategy.
This unique opportunity allows you to join a prestigious business that prides itself on excellence, innovation, and delivering a seamless, high-end client journey.
The ideal candidate will lead initiatives that enhance customer satisfaction, loyalty, and brand advocacy.
Key Responsibilities:
- Drive all client satisfaction initiatives across importers, retailers, and global teams, ensuring alignment with the brand's premium service standards.
- Oversee client loyalty funds, goodwill budgets, and other resources to maximize impact and customer satisfaction.
- Lead the governance of customer feedback programs, analysing surveys, retailer insights, and direct interactions to drive continuous improvement.
- Ensure the execution of world-class customer service initiatives, improving touchpoints across all channels, both digital and in-person.
- Serve as the key liaison between regional and international client experience teams, fostering alignment on global best practices.
- Oversee resolution of key customer complaints, manage escalations, and implement strategies to improve the Net Promoter Score (NPS).
- Champion a customer-first mindset by ensuring all employees, from retail to leadership, are equipped with the skills and training needed to deliver exceptional service.
About You
We are looking for a strategic leader who is passionate about delivering exceptional customer experiences in the luxury sector.
The ideal candidate will have 7+ years of experience in a senior customer experience or marketing role within luxury consumer goods, hospitality, or premium service industries.
They should possess strong leadership, communication, and problem-solving skills, with a strong customer-first mindset.
This is a high-impact role based in Sandyford, with some responsibility for 4 regional outlets.
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