Customer Experience Lead - Northern Europe
Morris Sinclair Recruitment
Location: UK (Remote / Hybrid)
Job Type: Full Time
Morris Sinclair is proud to be partnering with a global retail brand to recruit a Customer Experience Lead for its Northern Europe region.
This is an exciting opportunity to join a well-established international business where customer experience plays a key role in shaping commercial success. Working across several European markets, you'll collaborate with operational, commercial and support teams to ensure customers receive an exceptional service while helping to influence continuous improvement across the organisation.
The business offers a flexible approach to working, with remote and hybrid arrangements currently in place across the team.
The Opportunity
This is a varied role that combines customer operations, stakeholder engagement, service improvement and business insight. You'll act as a key link between customer-facing teams and the wider business, ensuring customer feedback is translated into meaningful improvements while maintaining consistently high service standards.
You'll also support operational initiatives, contribute to regional projects and help ensure customer support teams are equipped with the information, tools and guidance they need to deliver an outstanding experience.
Key Responsibilities
- Champion continuous improvement by reviewing customer feedback, operational performance and service metrics to identify opportunities for enhancement.
- Act as the lead contact for complex customer issues, ensuring concerns are managed professionally and resolved effectively.
- Produce regular reports and customer insight that help shape operational priorities and support business decision-making.
- Build strong relationships with internal departments including Marketing, Sales and Corporate Communications to ensure customer teams remain informed of upcoming campaigns, launches and business initiatives.
- Ensure customer-facing information, guidance and internal resources remain accurate, relevant and up to date.
- Support the successful delivery of new products, services and business changes by preparing customer support teams with the appropriate knowledge and communications.
- Work alongside operational leadership to identify training opportunities and help strengthen capability across customer service teams.
- Manage regional customer goodwill processes and associated budgets in line with company guidelines.
- Support business continuity activities by assisting with customer communications during service disruptions or business-critical events.
- Contribute to regional projects focused on improving customer satisfaction, operational efficiency and the overall customer journey.
You'll ideally have:
- Experience within customer experience, customer operations, customer service leadership or a similar customer-focused environment.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced setting.
- Excellent communication skills with the confidence to build relationships across a wide range of stakeholders.
- Experience analysing customer data and presenting meaningful insight to support business improvements.
- A proactive approach to identifying opportunities to improve service delivery and operational performance.
- Confidence handling sensitive customer situations and making balanced decisions.
- Strong IT skills, including Microsoft Office and CRM platforms.
- The ability to work independently while remaining engaged within a wider international team.
- Fluency in English.
- Flexible remote / hybrid working
- Opportunity to join a globally recognised retail brand
- Exposure to international markets and cross-functional collaboration
- A role with genuine influence on customer experience and operational performance
- A supportive environment with opportunities for professional development and long-term career progression
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