Location London/High Holborn
Working model: Hybrid, with regular office touchpoints
Contract type 12-month fixed-term
About Algeco
Algeco is a leading provider of modular and portable space solutions in the UK, supporting customers in the construction, education, healthcare, commercial and public sectors. As part of Modulaire Group, a global leader in modular solutions, Algeco delivers flexible and sustainable spaces and services to customers in a wide range of markets.
About the Role
We’re looking for an experienced Head of Customer Experience to lead the design and delivery of a customer-centric operating model across the full customer lifecycle. The role will connect Sales, Operations, Customer Care, Finance, Fleet, Logistics, Marketing and Digital to create a seamless, proactive and commercially focused customer experience, driving customer satisfaction, retention and sustainable growth.
Key Responsibilities
- Lead the Customer Experience strategy and end-to-end customer journey
- Lead and develop the Customer Care function, setting service standards and KPIs
- Drive Voice of Customer, NPS, complaints and customer insight to improve experience
- Partner with Sales and Account Management to strengthen retention, renewals and growth.
- Drive cross-functional improvement, connecting Sales, Operations, Finance, Fleet, Logistics, Marketing and Digital
- Lead process, CRM, data and digital improvements that enhance the customer journey.
- Establish CX governance, reporting and performance measures
- Champion the customer voice and drive continuous improvement and service recovery
What We’re Looking For
- Senior experience in Customer Experience, Customer Operations, Customer Care or transformation.
- Strong understanding of end-to-end customer journeys and operating models.
- Proven track record of cross-functional change and continuous improvement.
- Strong commercial and data-driven mindset, with experience using CX and operational metrics.
- Excellent stakeholder management and influencing skills at senior level.
- Experience leading and developing customer-facing teams.
- Understanding of CRM, case management and digital customer solutions.
- Confident managing complex customer issues and escalations in a fast-paced environment.
If you’re passionate about transforming customer experience and want to make a visible, measurable impact across an organisation, we’d love to hear from you.
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