Job Description: Head of Client Experience
Company: 3D Aesthetics
Department: Customer Experience
Reports to: Managing Director / Brand & Office Director / Sales Director
Location: Head Office - Rugby
Direct Reports: Customer Services Team
Position Purpose
The Head of Client Experience is responsible for defining, delivering and continually evolving the Company's Client Experience Strategy, ensuring customer satisfaction, retention, commercial growth and operational excellence are embedded throughout the entire customer lifecycle.
The role provides strategic leadership across Customer Services and has overall oversight of the post-sale customer journey, including client onboarding, the Client Case Journey, customer escalations, consumables sales, Service Support Plan (SSP) growth and long-term customer retention. Working collaboratively with Engineering, Sales, Marketing, Finance, Logistics and Training, the role ensures every customer interaction delivers a consistent, high-quality experience while identifying opportunities to improve processes, increase recurring revenue and strengthen customer loyalty.
1. Leadership & Department Management
· Provide strategic leadership and direction to the Customer Services team.
· Set departmental objectives, KPIs and development plans aligned with business goals.
· Conduct regular one-to-one meetings, coaching and performance reviews.
· Promote accountability, collaboration and continuous improvement.
2. Customer Experience, Onboarding & Client Journey
· Own and continually develop the Company's Client Experience Strategy.
· Provide oversight and monitoring of the client onboarding journey.
· Provide oversight and monitoring of the Client Case Journey, ensuring consistent, efficient management of customer cases.
· Maintain oversight of all customer touchpoints and identify improvement opportunities.
· Act as the senior escalation point for complex customer concerns, complaints and service-related matters.
· Analyse customer feedback and trends to improve service delivery.
3. Commercial Performance, Consumables & Service Support Plans
· Work collaboratively with the Brand & Office Director / Marketing Team to develop and implement the Company's annual Consumables and Service Support Plan (SSP) Growth Strategy, driving repeat purchasing, increasing Service Support Plan uptake and renewals, enhancing customer lifetime value, and delivering customer retention initiatives that support long-term commercial growth.
· Lead, implement, and monitor the Customer Services team's commercial activity relating to consumables, SSPs and proactive customer engagement.
· Analyse purchasing behaviour and renewal trends to identify revenue opportunities.
· Develop customer retention, loyalty, cross-selling and upselling initiatives with Marketing.
· Report on commercial performance and provide strategic recommendations.
4. Customer Engagement, Marketing & Customer Advocacy
· Work collaboratively with the Brand & Office Director and Marketing Team to develop and implement annual marketing strategies that support consumables sales, Service Support Plan (SSP) growth and customer retention.
· Provide customer insight, purchasing trends and feedback to inform marketing campaigns, promotional activity and customer engagement initiatives.
· Identify opportunities throughout the customer lifecycle to increase customer engagement, repeat purchasing and long-term loyalty through targeted marketing campaigns.
· Work with the Brand & Office Director and Marketing Team to develop and deliver customer lifecycle communications, including onboarding, product education, consumables reminders, Service Support Plan renewals and retention campaigns.
· Collaborate with the Brand & Office Director and Marketing Team to review campaign performance, customer engagement metrics and commercial outcomes, making recommendations to optimise future activity.
· Work with the Brand & Office Director and Marketing Team Develop and oversee the Company's customer review and testimonial strategy, encouraging clients to leave reviews across relevant platforms to strengthen brand reputation and customer trust.
· Work with Customer Services, Sales and Marketing to identify suitable customers for case studies, testimonials, before-and-after imagery and success stories that support the Company's marketing and sales activity.
· Champion the Voice of the Customer by ensuring customer feedback, reviews and insights are regularly shared with the wider business to support continuous improvement, product development and service enhancements.
5. Operational Performance
· Oversee departmental workload, resource planning and service performance.
· Monitor CRM quality, workflow compliance and SLA achievement.
· Produce weekly, monthly and quarterly management reports.
· Drive operational efficiencies and continuous improvement.
· Support the continuous development of departmental processes and provide training to the team.
6. Process Development & Continuous Improvement
· Develop and maintain SOPs and customer journey processes.
· Develop departmental SLAs.
· Identify automation and process improvement opportunities.
· Ensure processes are embedded through training and monitoring.
7. Customer Experience Strategy
· Optimise the end-to-end customer lifecycle.
· Benchmark customer experience against industry best practice.
· Work with Marketing to improve CRM automations, digital touchpoints and customer communications.
8. Cross-Functional Collaboration
· Work closely with Engineering, Sales, Marketing, Finance, Logistics, Training and Business Process & Compliance.
· Support resolution of escalated customer issues.
· Champion a customer-first culture across the business.
9. Compliance & Quality
· Ensure compliance with company policies, IMS and ISO standards.
· Monitor and maintain accurate CRM records and departmental reporting.
Skills & Competencies
· Strategic leadership
· Commercial awareness
· Customer-centric mindset
· Analytical and reporting capability
· Excellent communication and stakeholder management
· Project management
· CRM proficiency
Qualifications & Experience
· Minimum three years' experience in a senior customer-facing leadership role.
· Experience leading high-performing teams.
· Experience managing customer escalations and KPIs.
· Experience developing retention and service improvement strategies.
· Desirable: aesthetics, healthcare, medical devices or technical service environment.
Pay: £35,000.00-£45,000.00 per year
Benefits:
Work Location: In person
