Recruitment Room Team
Head of Customer Experience (CPT Hybrid)
Job Description
ENVIRONMENT:
BE at the forefront of creating exceptional value for clients by leading and aligning the efforts of Learning, Client Solutions, Customer Success, Support, and Content teams as the next Head of Customer Experience sought by a cutting-edge TravelTech company. Your mission will be to embed its software deeply into clients’ businesses, ensuring it becomes an essential part of their success. In this dynamic and impactful role, you’ll focus on
delivering seamless, personalized client experiences that foster trust, deepen relationships, and drive measurable business outcomes. The ideal candidate must have a proven track record of successfully leading teams that help customers achieve their goals and in doing so keep clients satisfied with a product or service.
DUTIES:
Strategic Leadership –
- Develop and implement a unified Customer Experience strategy.
- Align Learning, Client Solutions, Support, Content, and Customer Success teams focusing on software adoption and business value.
Customer Success Leadership –
- Build and scale the Customer Success function by establishing best practices, recruiting and mentoring the initial team, and proactively monitoring client health and risks.
Team Leadership & Development –
- Mentor cross-functional Customer Experience teams, including Support, Learning, Data, Content and Client
- Solutions, to enhance collaboration and innovation while forecasting resource needs and building high-performance teams.
Client Journey Optimisation –
- Optimise the client journey to enhance value delivery and integrate software into workflows, ensuring retention through meaningful interactions.
Learning Experience Management –
- Guide the Learning function to create client-centred learning experiences.
- Develop scalable frameworks that improve software usage and lead to better client outcomes.
Client Solutions Oversight –
- Lead the Client Solutions team by developing strategies to maximise software value for clients.
- Support the Client Solutions Lead to create service offerings that strengthen partnerships.
Customer Support Excellence –
- Ensure timely and effective issue resolution that builds trust.
- Promote support services as a single point of contact for assisting clients in the best way possible.
Content Management –
- Oversee travel content creation.
- Ensure content strategies are in line with global standards and meet client needs.
- Continuously optimise content to drive engagement and success.
Data-Driven Decision Making –
- Enhance the use of analytics to track software adoption, client health, and satisfaction.
- Leverage insights to inform strategy and improve outcomes.
REQUIREMENTS:
- Proven leadership in Customer Experience, Customer Success, or related roles, with expertise in embedding SaaS solutions into client operations.
- Experience leading and developing cross-functional teams.
- A client-centric mindset, with the ability to build long-term relationships and turn challenges into opportunities.
- Experience in managing teams that support clients across the globe.
- Proven track record of successfully leading teams that help customers achieve their goals and in doing so keep clients satisfied with a product or service.
- A data-driven approach to decision making, using client feedback and metrics to improve outcomes.
- Strong communication skills, with the ability to inspire teams and engage clients at all levels.
- Strategic thinking and the ability to execute scalable strategies that align with business goals.
- Experience with Change Management, driving success through fast-paced growth and transformation.
- A collaborative leadership style that fosters innovation and empowers teams to deliver results.
ATTRIBUTES:
- You thrive as a strategic leader who is comfortable planning and executing to deliver outstanding results.
- You’re a visionary who’s excited to shape the future of the Customer Experience function.
- You believe that exceptional customer experiences drive business outcomes.
- You see your success in your people and what they can achieve.
- You support, guide and coach teams to success.
- You’re adaptable and excel in fast-paced, dynamic environments.
- You understand that to achieve great things requires constant iteration.
- You enjoy collaborating with others to reach better outcomes.
- You’re results-driven and take pride in seeing the direct impact of your work.
