Job Title

The Head of Customer Experience will be responsible for developing and implementing a customer experience strategy that drives customer satisfaction, loyalty, and growth. This role requires a visionary leader who can create a seamless, positive, and engaging experience for our customers across all touchpoints. Key Responsibilities: Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with The Sleep Company’s vision and goals. Leadership: Lead, inspire, and manage the customer experience team, fostering a culture of customer-centricity and continuous improvement. Customer Insights: Leverage data analytics and customer feedback to gain insights into customer behavior, preferences, and pain points. Use these insights to drive improvements in products and services. Process Improvement: Identify and implement process improvements to enhance the customer journey, ensuring consistency and quality at every touchpoint. Cross-functional Collaboration: Work closely with product, marketing, sales, and operations teams to ensure a cohesive and integrated customer experience. Technology Integration: Evaluate and implement customer experience technologies and tools that enhance service delivery and customer engagement. Customer Support: Oversee the customer support function, ensuring timely and effective resolution of customer inquiries and issues. Performance Metrics: Define and track key performance indicators (KPIs) related to customer satisfaction, retention, and lifetime value. Report on performance and recommend corrective actions as needed. Innovation: Stay abreast of industry trends and best practices in customer experience. Introduce innovative approaches to enhance customer satisfaction and loyalty. Qualifications: Experience: Minimum of 8 years of experience in customer experience, customer service, or a related field, with at least 4 years in a leadership role. Education: Bachelor’s degree in Business, Marketing, or a related field. A Master’s degree is a plus. Leadership Skills: Proven ability to lead and motivate teams, drive cultural change, and achieve results in a customer-focused environment. Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into actionable strategies. Communication Skills: Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Customer-Centric Mindset: Deep understanding of customer needs and a passion for delivering exceptional customer experiences. Technology Proficiency: Familiarity with customer experience platforms, CRM systems, and other relevant technologies.