Head of Customer Experience

An award-winning marketplace making the home of older adults a happy place to be is looking for a Head of Customer Experience. Reporting directly to the CEO, the Head of Customer Experience manages Customer and Helper experience and will be vital in steering the company towards further success and impact. Having operated successfully for five years, the business is now ready for its next growth stage. Good Life Sorted is an online marketplace connecting older adults and their families with local, vetted Helpers who provide services such as shopping and errands, light cleaning, meal preparation, transport, companionship and more (no personal care). As a marketplace, we recruit and vet the Helpers, match them with the right customers and provide our Helpers with the technology to manage their business. Responsibilities Team Leadership : You will start by leading a team of four people, and the team is expected to grow further. Process Improvement and Automation : You constantly find ways to improve existing processes and set up automation, enhancing our product. Customer and Helper Matching : Once a customer contacts us looking for a helper, your team is responsible (with the help of technology) for matching the customer to the right helper. Helper Recruitment and Onboarding : Your team uses technology to vet thousands of applications monthly, select the right helpers, and manage their onboarding process. Customer and Helper Experience : You will ensure all our active Customers and Helpers are happy and have the best possible experience. Performance Measurement : You will identify and closely monitor key performance indicators (KPIs) crucial to achieving your team s objectives. Marketing & Product Collaboration : You will work closely with the Marketing and Product team in cross-functional projects, lending your insights and advocating for the voices of our customers and helpers. Experience & Skills You have at least five years of experience leading a team and creating a thriving team culture. You are obsessed with offering the best customer/helper experience and identifying and implementing automation and process improvement. Your analytical nature enables you to analyze large datasets and draw meaningful conclusions effectively. Being hands-on is essential, especially in our small business environment, where everyone must be ready to roll up their sleeves to implement plans and strategies. Resourcefulness is one of your key traits; you consistently find ways to get things done. Your reliability is unmatched; you adhere to deadlines and are self-motivated in your work. You are technology adept and have experience working with CRM systems. You are comfortable leading change management. You get a buzz from growing a business with a big social impact. We have a great work environment, a lovely London office, and hybrid working arrangements. We strive to hire the best people and empower them to deliver on their goals while knowing they make a positive difference in people s lives. Seniority Level Director Employment Type Full-time Job Function Business Development and Sales Industries Wellness and Fitness Services #J-18808-Ljbffr