Overview
At Mountain Warehouse we’re on a journey to ensure our customer is at the centre of everything we do. Having doubled our Ecommerce sales in the last 2 years and with a growing retail presence both in the UK and internationally, we’re looking for an experienced Head of Customer Experience to join the team to be our customer champion in our ever complex and exciting global operation. This role is leading a medium sized customer service function and the CX strategy for the business. Working collaboratively with the business, especially the ecommerce leadership, to design the best customer journey for all our customers as well as listening to and deepening our customer’s understanding to drive repeat purchase and providing analytical evidence of the strengths and weaknesses that can kick it on or drag it down. Practical experience is required of turning CX data into tangible action, as well as a track record of delivering best in class customer experiences both physical and digital. Highly entrepreneurial, focused on identifying opportunities and operating under a continuous improvement model.
There are 2 key areas of accountability for this role:
Customer Services: Providing leadership and direction to a medium sized customer service team (+75 advisors), both from a day to day, medium- and long-term perspective.
- Overall Ownership of Customer Service function – accountable for a +75-agent team, ensuring both that customer service metrics and budgets are met and exceeded as well as clearly reported.
- Maintain a clear, data driven POV on staffing requirements, and propose staffing adjustments as needed in line with our business growth plans.
- Lead the strategic direction and delivery of a customer service vision and strategy, working alongside the contact centre manager to ensure delivery of key customer initiatives.
- Recruit, lead, and develop a best-in-class CX/CS team. Develop a learning and development culture where internal progression is a key USP.
- Deliver consistency in the quality of the customer experience through regular training, competency assessments, standards, processes and KPIs.
- Utilise the most relevant and up to date technology and communications methods to align with the customer’s changing needs. Propose new technology and automations to improve both the customer and agent experience and deliver efficiencies within the contact centre.
- Own CSAT measurement within CS, highlighting where our processes cause the customer to become dissatisfied and own a roadmap to improve.
- Accountable for promoting a culture of continuous improvement, identifying customer trends and opportunities, and acting on them, coordinating resolution with different teams across the business. Encourage problem solving, strategic thinking and customer orientation amongst the team.
- Continual review of our customer KPIs and targets to ensure they match our customer expectations, adjusting them where necessary.
Customer Experience - Understanding and championing outstanding customer experience across our different channels and countries to market.
- Ownership of the post purchase Customer Journey, continually evaluating customer data and insight to identify ways to improve the customers’ experience when shopping with Mountain Warehouse.
- Communicate customer data insights with the relevant teams, proactively ensuring that the voice of the customer is heard across the business to drive key business decisions and improvements
- Responsible for ensuring our online and offline store experience are cohesive and crossed utilised across different touch points, where possible. Work in conjunction with the ecommerce and retail leadership drive to deliver a truly customer centric strategy.
- Establishing CX processes within the business; identifying challenges and core issues and working on long term solutions to ultimately improve customer journeys and remove any customer friction.
- Multi channel customer initiatives: to establish what is required to support driving retail sales, work with key stakeholders, and deliver in a timely and effective manner.
- Customer communications: responsible for all reactive service communications across the different communication channels as well as the communications channels themselves (chat, help pages etc).
- Internal relationships: work cross-functionally with Product, Supply Chain, Operations, Ecommerce, and retail teams to identify high-impact projects to improve the customer journey from end-to-end. Responsible for clear communication with internal stakeholders ensuring all are kept up to date, informed or given approval where necessary.
- External partners: build strong relationships with external partners to maximise these relationships.
We would like to meet someone with:
- Ability to demonstrate a track record of leading CX strategy
- At least 2 years’ experience as a Head of CX/ Customer or Operations or similar level in another business
- At least 3 years’ experience in ecommerce Customer Service, either directly or working with a 3rd party provider
- Experience in B2C selling- online or physical.
- Proven understanding the capabilities of Customer management systems and experience implementing new systems (in whatever capacity)
- Desired: Experience of Zendesk and/ or 8x8
- Strong communication, organisational and project management skills
- Strong analytical skills and ability to use a combination of data and intuition to identify priorities
- Ability to work under pressure and to tight deadlines without dropping standards
What’s in it for you?
- Competitive salary and benefits package
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
In 1997, we launched Mountain Warehouse to make the outdoors accessible to everyone by offering value for money product and exemplary customer service.
The outdoor industry had become very jargon heavy and we wanted to create a brand that would cater to our mothers and our neighbour’s kids as well as seasoned professionals who understood the technology.
Our expansion since then has seen the brand grow and the product evolve, but the small family business that makes MW special has remained. Great product is at the heart of everything we do.
As we expand internationally we employ a team of dedicated diverse people to offer our valued customers the best possible experience when visiting our stores, shopping online and putting our range through its paces.
Welcome to our journey.