Customer Experience Director
4 days ago
The Alternatives Group is a leading international luxury brand, renowned for its exceptional service standards and modern vision. As a strategic partner, we are seeking an experienced Head of Client / Customer Experience to shape and drive our 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.
Job Description
We are looking for a skilled leader to oversee all client satisfaction initiatives across importers, retailers, and global teams, ensuring alignment with our premium service standards. You will be responsible for building out a small team, working closely with senior leadership and retail partners to implement best-in-class customer engagement strategies.
Key Responsibilities:
- Drive all client satisfaction initiatives, ensuring alignment with our 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.
About You:
We are seeking a strategic leader with 7+ years of experience in a senior customer experience or marketing role within luxury consumer goods, hospitality, or premium service industries. You should possess a Bachelor's degree in business, marketing, communications, or a related field (Master's preferred). Strong expertise in customer experience tools, CRM platforms, and data-driven decision-making is essential. Exceptional leadership, communication, and problem-solving skills, with a strong customer-first mindset, are also required.
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