Head of Retail Customer

Head of Retail Customer

Haywards Heath
Commercial & Marketing
Closing date:
Apply for this job
We have a fantastic opportunity for an ambitious and customer-focused Head of Retail Customer to join our talented Commercial & Marketing team in Haywards Heath, West Sussex.
Leading the development and execution of the group’s retail customer experience strategy, you’ll ensure our customers’ experience is consistent across all areas and channels. Embedding a customer-focused culture, you’ll constantly evaluate and challenge existing ways of working to create better customer outcomes.
You’ll own the relationship with the retail outsourcing partner, ensuring the partner delivers against contractual service and commercial outcomes and plans are developed to continuously improve both across the lifetime of the contract.
Job responsibilities
  • Be the lead within the business for helping to embed a customer-focused culture, constantly evaluating and challenging existing ways of working to create better customer outcomes
  • Develop and execute the group’s customer experience strategy, ensuring target customer outcomes are achieved
  • Create and manage the retail customer plan, working with senior stakeholders across the business to ensure the customer experience is consistent
  • As part of the Commercial & Marketing leadership team, help to shape and execute the group’s commercial, customer and people strategies
  • Lead, inspire and coach a team of customer experience and operational management professionals to deliver the plan
  • Own the development, execution and evaluation of the company’s CRM strategy
  • Deliver coaching and feedback to direct reports to achieve KPIs and SLAs and conduct regular performance reviews, including probationary reviews and annual appraisals
  • Ensure compliance with company and other standards and regulations
  • Maintain department risk registers, providing evidence and commentary for controls and updates for Mitigation Actions and maintaining control matrices and attestations
Skills, knowledge & experience
  • Degree or equivalent qualification in a Marketing or service-based discipline
  • In-depth knowledge of customer experience techniques
  • Significant senior leadership of a customer-focused function with a demonstrable track record of success
  • Experience of launching and scaling customer experience teams and working across a business to embed customer experience as an integral part of a business strategy
  • Involvement in CRM-based customer strategies
  • Strong leadership capabilities to inspire and coach from senior management to assistant level digital professionals
  • Customer-focused mentality to strongly challenge concepts that don’t deliver improved customer outcomes
  • Creative attitude that inspires colleagues to turn ideas into reality
  • Structured problem-solving skills and the ability to capitalise on opportunities
  • Excellent communication skills, both verbal and written with the ability to present complex issues to a wide range of stakeholders
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

​So, if you’re up for the challenge and would like to join our vibrant and busy team, we want to hear from you today.
We’ve received some great feedback from employees on Glassdoor. Don’t believe us? Check out our reviews for yourself!

Apply for this job


75% of people would recommend a friend to work at First Central

Based on 87 Glassdoor reviews (January 2020)


View all benefits >

Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.