VP of Customer Experience - Scale-up

Location London
Discipline: Software & IT
Salary: Circa £100,000 | excellent benefits
Job ref: 1637
VP of Customer Experience | Software, Scale-up | London

Company snapshot:
  • Recently received multi-millions in investment with exciting growth plans ahead.
  • Platform used by almost 100,000 businesses and millions of individuals globally.
  • Product-first with unique proposition which is set to revolutionise their industry.
The role:
  • Develop and execute an effective customer experience strategy and significantly scale the team from 10 to 20 
  • Recruit, coach, develop and mentor a large customer experience team, ensuring they're reaching full potential and progressing well throughout the business
  • Implement new processes, tools and systems that delight the customer and improve internal productivity greatly
  • Track and report on team KPIs to ensure maximum efficiency and productivity
  • Collaborate with internal departments including sales, onboarding, partner success, technical and the senior leadership team to deliver upon targets and the overarching strategy and mission
  • Own customer experience within the business, being the internal advocate for change and advancements within this department 
About you:
  • Extensive experience in a b2b customer experience leadership role, leading large teams and working with lots of small businesses. 
  • Experience working in software, payments, eCommerce or related tech where the majority of the customers are SMB.
  • Strong track record of coaching, mentoring and collaborating with managers and other team members to help them achieve maximum potential
  • Data-driven and able to pull out key insights from complex information
The package:
  • Basic salary circa £100,000
  • Potential equity options
  • Unique opportunity to join a company revolutionising their industry