Head of Customer Experience | Poole | £60,000
A fast-scaling, multi-brand direct-to-consumer eCommerce group is seeking a Head of Customer Experience to take full ownership of the end-to-end customer journey across multiple brands and international markets.
Operating across the UK, North America, Australia and beyond, this business sells directly to consumers through Shopify-based platforms and is on an ambitious growth trajectory toward significant revenue milestones. Customer trust, retention, and brand loyalty sit at the heart of that ambition, and this role plays a critical part in delivering it. This is a senior, hands-on leadership role, combining strategic ownership with operational execution, using data, systems, and AI to make customer experience a genuine competitive advantage.
As Head of Customer Experience, you’ll own and elevate every customer touchpoint, from pre-purchase through delivery, aftercare, and long-term retention, across multiple brands and territories. You’ll lead a remote, 7-day-a-week customer service operation, supported by a Team Manager and a dedicated Quality Control function, while working closely with operations, product, marketing, and logistics teams. This role requires both strategic vision and sleeves-rolled-up execution. You’ll set direction, solve systemic issues, and still be comfortable stepping into complex escalations when needed.
What’s on offer
A senior, high-impact role with ownership of customer experience across multiple global brands
Flexible working hours (after probation)
Office-based leadership position in Poole, working closely with senior operational stakeholders
Opportunity to shape CX as a core growth driver within a fast-scaling D2C group
Strong investment in systems, data, and AI
Competitive salary package aligned to seniority and experience
25 days holiday + BH
Fantastic work social events (Trips abroad!)
Key responsibilities
Own the end-to-end customer experience across multiple brands, markets, and touchpoints, from pre-purchase through long-term retention.
Define and execute a CX strategy aligned to growth, brand positioning, and customer lifetime value.
Drive operational excellence, improving response times, resolution rates, satisfaction, and consistency at scale.
Own complex escalations and high-impact customer issues, remaining hands-on where required.
Optimise CX systems and tooling, with Gorgias at the core, leveraging automation and AI to improve efficiency and insight.
Act as the voice of the customer, feeding insights into product, operations, fulfilment, and marketing teams.
Ensure quality, compliance, and brand consistency across all customer communications and markets.
Experience required:
Significant experience in a senior CX or customer operations leadership role within a B2C / D2C environment
Proven ability to improve CX in ways that directly impact growth, retention, and efficiency
Experience leading remote, multi-shift customer service teams at scale
Strong hands-on experience with Gorgias (or similar platforms) in a Shopify-based business
Deep understanding of Shopify order flows, fulfilment, payments, and customer lifecycle challenges
Comfortable operating at both strategic and tactical levels
Highly analytical, commercially aware, and solutions-focused
Demonstrated experience using AI tools to enhance CX and team performance
Excellent communication skills and strong stakeholder management
If you’re a commercially minded Customer Experience leader who thrives in complex, fast-moving environments and wants real ownership and influence, this is an opportunity to make a lasting impact. Please contact Ellie @ Rubicon for more details
