Head Of Customer Experience
Modulaire Group ·
Location London/High Holborn Working model: Hybrid, with regular office touchpoints Contract type 12-month fixed-term About Algeco Algeco is a leading provider of modular and portable space solutions in the UK, supporting customers in the construction, education, healthcare, commercial and public sectors.
As part of Modulaire Group, a global leader in modular solutions, Algeco delivers flexible and sustainable spaces and services to customers in a wide range of markets. About the Role We’re looking for an experienced Head of Customer Experience to lead the design and delivery of a customer-centric operating model across the full customer lifecycle.
The role will connect Sales, Operations, Customer Care, Finance, Fleet, Logistics, Marketing and Digital to create a seamless, proactive and commercially focused customer experience, driving customer satisfaction, retention and sustainable growth.
Key Responsibilities Lead the Customer Experience strategy and end-to-end customer journey Lead and develop the Customer Care function, setting service standards and KPIs Drive Voice of Customer, NPS, complaints and customer insight to improve experience Partner with Sales and Account Management to strengthen retention, renewals and growth.
Drive cross-functional improvement, connecting Sales, Operations, Finance, Fleet, Logistics, Marketing and Digital Lead process, CRM, data and digital improvements that enhance the customer journey. Establish CX governance, reporting and performance measures Champion the customer voice and drive continuous improvement and service recovery What We’re Looking For Senior experience in Customer Experience, Customer Operations, Customer Care or transformation.
Strong understanding of end-to-end customer journeys and operating models. Proven track record of cross-functional change and continuous improvement. Strong commercial and data-driven mindset, with experience using CX and operational metrics.
Excellent stakeholder management and influencing skills at senior level. Experience leading and developing customer-facing teams. Understanding of CRM, case management and digital customer solutions. Confident managing complex customer issues and escalations in a fast-paced environment.
If you’re passionate about transforming customer experience and want to make a visible, measurable impact across an organisation, we’d love to hear from you. #CustomerExperience #CXLeadership #CustomerCare #Transformation #Leadership #Hiring #Algeco