director Work, Jobs in hammersmith and fulham (with Salaries)

Head Of Customer Experience
Five Guys UK —London
- Up to £70,000 a year
- Hospitality
- Customer service
- Leadership
- Employee discount
Owned Channels Creative Director
Nationwide Building Society —London
- £100,000 - £120,000 a year
- Full-time
- Leadership
- Communication skills
Executive Director of HR & Chief People Officer
The City Of London —London
- £200,000 a year
- Driving
- Human resources
- AI
13d
Head of Creative
Schuh —London
- Full-time
- Employee assistance programme
- Employee discount
Brand Director, AVESTAN - Global
DECIEM —London
- Full-time
- Hybrid work
- Management
- Travel
- Leadership
- Annual leave
- Employee assistance programme
Director of Enrollment
EF Education First —London
- Full-time
12d
Non-Executive Director
Methodist Church —London
- £375 a day
- Part-time
- Hospitality
- Hotel
- IT
Deputy Venue Director
Shack Events —London
- From £65,000 a year
- Full-time
- Hybrid work
- Bar
- Management
- In-person
- Health & wellbeing programme
- Work from home
Quick apply
2d
Director of Participant Strategy & Engagement
Richmond Pharmacology —London
- Full-time
- Bachelor's degree
- Leadership
- Annual leave
Quick apply
Head of Operations
Home Hospitality —London
- £55,000 - £65,000 a year
- Full-time
- Hospitality
Quick apply
6d
Head of Impulse
Lindt Careers —London
- £95,000 - £115,000 a year
- Hybrid work
- Bar
- Sales
- Leadership
12d
Managing Director - AI Trainer - Freelance - 8-20 hrs/week - Remote
10x Team —London
- £106 - £180 an hour
- Remote
- Management
- AI
- Leadership
Quick apply
Managing Director
Union Maritime —London
- Full-time
- Leadership
- Communication skills
Quick apply
14d
Operations Director
Restaurant Associates —London
- Hospitality
- Communication skills
9d
Talent Director
aston holmes —London
- Hybrid work
Director, Banking Partnerships
Kyriba —London
- £122,850.00 - £155,366.25 a year
- Full-time
- Sales
- English
- Business development
Innovation Director - AI Trainer - Freelance - 8-20 hrs/week - Remote
10x Team —London
- £100 - £179 an hour
- Remote
- IT
- AI
Quick apply
Head of Change Guild
AXA —London
- Agile
6h
Head of Modernisation
WeMaintain —London
- £90,000 - £100,000 a year
- Leadership
Quick apply
14d
Head of People
Corgi Insurance —London
- £160,000 - £230,000 a year
- Full-time
- Sales
- IT
- Financial services

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Head Of Customer Experience

Five Guys UK -
London

Apply Now

Job details

Permanent
Up to £70,000 a year

Benefits

Company pension
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Car scheme

Qualifications

Hospitality
Customer service
Leadership
Restaurant experience
Communication skills

Full job description

BURGERS & FRIES AND INCREDIBLE CAREERS!

We're the burger restaurant with the uncomplicated formula: burgers and fries cooked to perfection, with no frozen ingredients. And we've stuck to the same 'perfect and serve' philosophy since our family business began in 1986.

These days, we're still just as much a family as we always have been. We have tons of integrity, we're enthusiastic. we're competitive and we just get it done - whatever the challenge.

The Head of Customer Experience owns how Five Guys shows up for its customers across every touchpoint. This role leads customer support and feedback end to end, while acting as a brand guardian for all customer facing communication.

You will ensure every interaction reflects Five Guys tone of voice and core messages around freshness and quality, simplicity and comfort, our people, and how and why we do what we do. You will protect brand reputation across direct support, reviews, and social channels, and turn customer insight into action that improves the guest experience.

This role is focused on spotting patterns in customer feedback, identifying where service breaks down, and translating insight into clear guidance for stores, districts, regions, and countries across the JV.

WHAT YOU'LL DO

Own and run customer service across email, website forms, social channels, and review platforms
Respond quickly, accurately, and empathetically, keeping tone aligned to Five Guys friendly, honest, premium voice
Identify recurring issues, frustrations, and service patterns at store, district, and regional level
Deliver clear weekly and monthly reporting with trends, priorities, and practical recommendations
Share insight with operations, training, brand, and food safety teams to drive service improvements
Monitor social channels for engagement, sentiment, and service related feedback
Respond to reviews and social messages using brand safe language that builds trust and shows accountability
Maintain a clean and consistent customer feedback framework, including tagging for brand insight such as generosity, freshness, crew warmth, and consistency
Support leadership in shaping customer experience plans and help store teams adopt best practices
Contribute to training materials covering service standards, complaint handling, and communication habits
Escalate urgent or complex issues to the right teams and own follow up through to resolution
Complete ad hoc store visits to understand the customer journey firsthand
Own customer service standards, processes, and guidelines across all channels

YOUR EXPERIENCE

Hands on customer service experience in restaurants, hospitality, or retail
Strong written and verbal communication, with confidence handling sensitive situations
Experience managing customer contact across multiple channels, including social and reviews
Strong repoability to influence and drive change without direct operational control
Highly organised and comfortable managing high volumes of contact
Strong command of tone of voice and the ability to coach others
Experience responding publicly to reviews and social feedback in high visibility situations
Clear understanding of how customer communication shapes brand trust, quality, and consistency

OUR REWARDS AND BENEFITS

A generous annual bonus based on business performance
Pension scheme
Enhanced Maternity and Paternity leave
Electric car salary sacrifice scheme
Long service rewards after 5 and 10 years with Five Guys
Five Guys Perks & discounts
Invite to our annual General Managers conference - this year we celebrated in Lisbon!
Life assurance
Private medical via Vitality
Wellbeing support

Apply Now

Refine Your Search

director jobs in hammersmith and fulham

Head Of Customer Experience

Owned Channels Creative Director

Executive Director of HR & Chief People Officer

Head of Creative

Brand Director, AVESTAN - Global

Director of Enrollment

Non-Executive Director

Deputy Venue Director

Director of Participant Strategy & Engagement

Head of Operations

Head of Impulse

Managing Director - AI Trainer - Freelance - 8-20 hrs/week - Remote

Managing Director

Operations Director

Talent Director

Director, Banking Partnerships

Innovation Director - AI Trainer - Freelance - 8-20 hrs/week - Remote

Head of Change Guild

Head of Modernisation

Head of People

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