Head of Creative Multi-Brand Consumer/e-Commerce (GM & FMCG) West London/Hybrid up to 75k Basic Scale Up Business A growing consumer retail business with a portfolio of brands across general merchandise and FMCG is looking for a commercially focused Head of Creative to provide hands on leadership, strategy and structure to a growing team. This is a senior, hands-on role for an experienced creative leader with deep expertise across photography, graphic design and art direction , alongside broader brand and content creation. Working closely with founders and senior stakeholders, the Head of Creative will lead a creative team in meeting the pace and priorities of the business, responsible for channels across Amazon, B2B and D2C. Operating in a fast-paced scale-up environment, the Head of Creative will be comfortable setting creative direction and standards, while remaining closely involved in day-to-day execution. Key Responsibilities Own and deliver the overall creative vision aligned to brand and commercial objectives Define, evolve and protect the brand's visual identity, creative guidelines and tone Lead art direction across photography, graphic design and content , ensuring a high standard of execution Oversee ecommerce photography, lifestyle shoots, campaign visuals and product imagery Guide graphic design across digital assets, campaigns, site content and brand materials Ensure creative consistency across all online and customer-facing touchpoints Partner closely with marketing, ecommerce and product teams to support trading and growth goals Translate brand strategy into compelling creative ideas and executions Act as a senior creative voice within the business, influencing brand and customer experience decisions Manage and develop internal creative teams, agencies, photographers and freelance partners Build scalable creative processes that balance speed, quality and ambition The Candidate Proven experience in a senior creative role within ecommerce, online retail or a digital-first brand Strong background in art direction, photography and graphic design Experience leading creative output across multiple formats and platforms Comfortable operating as a player manager in a scale-up environment, with natural project management skills Highly collaborative, able to work closely with founders and senior leaders Commercially aware, with the ability to connect creative decisions to business outcomes Confident managing cross functionally, photographers, designers and freelance partners Within 12 months, the Head of Creative will have elevated visual quality and consistency across photography, design and digital content, strengthened brand recognition, and built a scalable creative foundation that supports continued ecommerce growth. Apply today to find out more and be considered. BH35120
Feb 28, 2026
Full time
Head of Creative Multi-Brand Consumer/e-Commerce (GM & FMCG) West London/Hybrid up to 75k Basic Scale Up Business A growing consumer retail business with a portfolio of brands across general merchandise and FMCG is looking for a commercially focused Head of Creative to provide hands on leadership, strategy and structure to a growing team. This is a senior, hands-on role for an experienced creative leader with deep expertise across photography, graphic design and art direction , alongside broader brand and content creation. Working closely with founders and senior stakeholders, the Head of Creative will lead a creative team in meeting the pace and priorities of the business, responsible for channels across Amazon, B2B and D2C. Operating in a fast-paced scale-up environment, the Head of Creative will be comfortable setting creative direction and standards, while remaining closely involved in day-to-day execution. Key Responsibilities Own and deliver the overall creative vision aligned to brand and commercial objectives Define, evolve and protect the brand's visual identity, creative guidelines and tone Lead art direction across photography, graphic design and content , ensuring a high standard of execution Oversee ecommerce photography, lifestyle shoots, campaign visuals and product imagery Guide graphic design across digital assets, campaigns, site content and brand materials Ensure creative consistency across all online and customer-facing touchpoints Partner closely with marketing, ecommerce and product teams to support trading and growth goals Translate brand strategy into compelling creative ideas and executions Act as a senior creative voice within the business, influencing brand and customer experience decisions Manage and develop internal creative teams, agencies, photographers and freelance partners Build scalable creative processes that balance speed, quality and ambition The Candidate Proven experience in a senior creative role within ecommerce, online retail or a digital-first brand Strong background in art direction, photography and graphic design Experience leading creative output across multiple formats and platforms Comfortable operating as a player manager in a scale-up environment, with natural project management skills Highly collaborative, able to work closely with founders and senior leaders Commercially aware, with the ability to connect creative decisions to business outcomes Confident managing cross functionally, photographers, designers and freelance partners Within 12 months, the Head of Creative will have elevated visual quality and consistency across photography, design and digital content, strengthened brand recognition, and built a scalable creative foundation that supports continued ecommerce growth. Apply today to find out more and be considered. BH35120
The UK is IG Group's biggest market by revenues, and IG is the biggest brand in the UK leveraged trading sector. This is a prominent role in the UK&I team and the wider business. Reporting to the UK Marketing Director, you'll lead a talented team of Campaign, Product Marketing, Consumer Insights, and Partnerships & Events specialists, fostering a culture of strategic thinking, creative excellence and commercial focus. The role also encompasses managing a multi-million pound media spend, creative and media agency relationships.We are seeking a strategic and commercially-minded Head of Brand Marketing to lead our UK brand execution, product marketing and campaign delivery for a 12-month fixed-term contract (maternity cover) . The ideal candidate will be responsible for leading a high-performance team, executing our new brand strategy, and leading our campaign calendar to grow market share, enhance our reputation and drive revenue. Proven track record in a senior brand or marketing role with demonstrable experience bringing brand strategies to life through integrated campaign delivery Strong understanding of product positioning, messaging frameworks and go-to-market planning, working with Product team to launch new features and products Strong ATL media planning and buying experience, with expertise managing multi-million pound upper and mid-funnel budgets and optimising for efficiency and effectiveness Ability to translate consumer and market intelligence into actionable brand, product and campaign strategies Experience working with creative and media agencies to deliver award-worthy campaigns Experience in partnerships, sponsorships or brand collaboration programmes (desirable) Background in fintech, or fast paced D2C consumer brands Experience operating in regulated environments (desirable) Bachelor's degree in Marketing, Business, Communications or related field; MBA or advanced degree (desirable) Exceptional communication and storytelling skills, with the ability to inspire creative excellence and influence stakeholders at all levels Strategic thinker with strong commercial acumen - you understand how brand investment drives business growth and can articulate the connection between brand health and commercial performance Insights-driven decision maker who balances data with creative intuition Collaborative leader who builds strong relationships across functions and drives integrated working, particularly with Product teams Strong people leader who develops high-performing teams through coaching, empowerment and clear accountability Organised and detail-oriented with the ability to manage complex marketing calendars and multiple stakeholder priorities Competitive salary Flexible Benefits Package on top of your salary (12%) Private medical cover options Life insurance 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total) The option to buy and sell holidays Unlimited access to the LinkedIn Learning Platform Employee-led LGBTQ+, Women's, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture Enhanced carers leave offering
Feb 27, 2026
Full time
The UK is IG Group's biggest market by revenues, and IG is the biggest brand in the UK leveraged trading sector. This is a prominent role in the UK&I team and the wider business. Reporting to the UK Marketing Director, you'll lead a talented team of Campaign, Product Marketing, Consumer Insights, and Partnerships & Events specialists, fostering a culture of strategic thinking, creative excellence and commercial focus. The role also encompasses managing a multi-million pound media spend, creative and media agency relationships.We are seeking a strategic and commercially-minded Head of Brand Marketing to lead our UK brand execution, product marketing and campaign delivery for a 12-month fixed-term contract (maternity cover) . The ideal candidate will be responsible for leading a high-performance team, executing our new brand strategy, and leading our campaign calendar to grow market share, enhance our reputation and drive revenue. Proven track record in a senior brand or marketing role with demonstrable experience bringing brand strategies to life through integrated campaign delivery Strong understanding of product positioning, messaging frameworks and go-to-market planning, working with Product team to launch new features and products Strong ATL media planning and buying experience, with expertise managing multi-million pound upper and mid-funnel budgets and optimising for efficiency and effectiveness Ability to translate consumer and market intelligence into actionable brand, product and campaign strategies Experience working with creative and media agencies to deliver award-worthy campaigns Experience in partnerships, sponsorships or brand collaboration programmes (desirable) Background in fintech, or fast paced D2C consumer brands Experience operating in regulated environments (desirable) Bachelor's degree in Marketing, Business, Communications or related field; MBA or advanced degree (desirable) Exceptional communication and storytelling skills, with the ability to inspire creative excellence and influence stakeholders at all levels Strategic thinker with strong commercial acumen - you understand how brand investment drives business growth and can articulate the connection between brand health and commercial performance Insights-driven decision maker who balances data with creative intuition Collaborative leader who builds strong relationships across functions and drives integrated working, particularly with Product teams Strong people leader who develops high-performing teams through coaching, empowerment and clear accountability Organised and detail-oriented with the ability to manage complex marketing calendars and multiple stakeholder priorities Competitive salary Flexible Benefits Package on top of your salary (12%) Private medical cover options Life insurance 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total) The option to buy and sell holidays Unlimited access to the LinkedIn Learning Platform Employee-led LGBTQ+, Women's, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture Enhanced carers leave offering
About Us Prep Kitchen is one of the fastest-growing meal prep companies in the UK, ranked in The Sunday Times Hundred list two years in a row - as one of the UK's top 100 fastest-growing private companies. We deliver convenient, healthy, and delicious meals nationwide, powered by high-quality ingredients, diverse menu options, and a dedication to exceptional customer service. We're also proud to be named one of the Sunday Times Best Places to Work 2025, a reflection of the culture and care we build from the inside out. We're growing fast - but always with purpose, and we're committed to welcoming the very best into the PK crew: those who bring talent, heart, and the drive to make a real impact. Job Overview As Prep Kitchen enters its next phase of scale, we're hiring a Head of Growth to take full responsibility for growth performance across the business. Reporting directly to the CEO, this is a senior role with significant autonomy, accountability, and influence. The focus of the role is to: Break current acquisition scale ceilings Improve growth economics as spend increases Increase execution tempo across channels, creative, and experimentation This is a hands on leadership role. You will be close to performance data, creative direction, testing priorities, and decision making - not operating at arm's length. You'll lead a high impact existing team and work closely with founders and senior leaders to ensure growth strategy is tightly aligned to commercial outcomes and customer experience. Main Duties and Responsibilities Own and manage 8 figure marketing budget, ensuring investment decisions drive sustainable growth, strong growth economics, and long term customer value Lead, mentor, and develop high performing growth team across performance marketing, influencer management, CRM and creative growth strategy Own Prep Kitchen's growth strategy and execution end to end Take full accountability for growth performance, CAC efficiency, and customer value Own and allocate growth spend, ensuring ROI improves with scale New channel expansion (e.g. TikTok, partnerships, emerging) Drive scale in paid acquisition while protecting cohort quality and long term value Set direction for creative testing, iteration speed, and output quality Ensure lifecycle activity supports sustainable growth and repeat behaviour Use cohort, customer, and performance data to inform prioritisation and trade offs Partner closely with Product, Tech, Operations, Finance, and Customer Success to optimise the end to end customer journey Build simple, effective ways of working that support pace and accountability Provide clear, direct updates to the CEO and leadership team on performance, risks, and opportuniti es About You You are a growth operator and builder, not just a strategist. You've scaled paid acquisition and revenue through the £30-100m DTC phase and know how to unlock the next curve when CAC pressure rises. You move comfortably between account level diagnosis, creative direction and commercial strategy, and you drive teams to ship faster and at higher standards. Senior growth leader with experience scaling a D2C, ecommerce, or subscription business Proven track record of managing multi million pound acquisition budgets Deep understanding of growth economics, CAC, cohort performance, and customer lifetime value Comfortable operating with high autonomy and accountability Commercially minded, data led, and decisive Confident working directly with founders and senior leaders Thrives in fast paced, ambiguous environments where pace and judgement matter What Does Success Look Like Revenue scaled from c.£40m toward £70m+ with a credible path to £100m Improved growth economics as acquisition spend increases Evidence of growth beyond current scale ceilings Strong creative and experimentation velocity driving performance gains Clear, disciplined decision making across growth investment Strong alignment between growth activity and customer experience Accommodations At Prep Kitchen, we celebrate the unique qualities that each individual brings to the workplace. We are committed to fostering an inclusive and diverse environment where everyone feels valued and supported. We encourage applications from individuals of all backgrounds, as we believe that diverse perspectives drive innovation and contribute to the success of our team. We are dedicated to providing equal opportunities and creating a workplace where everyone can thrive and contribute to our collective growth.
Feb 27, 2026
Full time
About Us Prep Kitchen is one of the fastest-growing meal prep companies in the UK, ranked in The Sunday Times Hundred list two years in a row - as one of the UK's top 100 fastest-growing private companies. We deliver convenient, healthy, and delicious meals nationwide, powered by high-quality ingredients, diverse menu options, and a dedication to exceptional customer service. We're also proud to be named one of the Sunday Times Best Places to Work 2025, a reflection of the culture and care we build from the inside out. We're growing fast - but always with purpose, and we're committed to welcoming the very best into the PK crew: those who bring talent, heart, and the drive to make a real impact. Job Overview As Prep Kitchen enters its next phase of scale, we're hiring a Head of Growth to take full responsibility for growth performance across the business. Reporting directly to the CEO, this is a senior role with significant autonomy, accountability, and influence. The focus of the role is to: Break current acquisition scale ceilings Improve growth economics as spend increases Increase execution tempo across channels, creative, and experimentation This is a hands on leadership role. You will be close to performance data, creative direction, testing priorities, and decision making - not operating at arm's length. You'll lead a high impact existing team and work closely with founders and senior leaders to ensure growth strategy is tightly aligned to commercial outcomes and customer experience. Main Duties and Responsibilities Own and manage 8 figure marketing budget, ensuring investment decisions drive sustainable growth, strong growth economics, and long term customer value Lead, mentor, and develop high performing growth team across performance marketing, influencer management, CRM and creative growth strategy Own Prep Kitchen's growth strategy and execution end to end Take full accountability for growth performance, CAC efficiency, and customer value Own and allocate growth spend, ensuring ROI improves with scale New channel expansion (e.g. TikTok, partnerships, emerging) Drive scale in paid acquisition while protecting cohort quality and long term value Set direction for creative testing, iteration speed, and output quality Ensure lifecycle activity supports sustainable growth and repeat behaviour Use cohort, customer, and performance data to inform prioritisation and trade offs Partner closely with Product, Tech, Operations, Finance, and Customer Success to optimise the end to end customer journey Build simple, effective ways of working that support pace and accountability Provide clear, direct updates to the CEO and leadership team on performance, risks, and opportuniti es About You You are a growth operator and builder, not just a strategist. You've scaled paid acquisition and revenue through the £30-100m DTC phase and know how to unlock the next curve when CAC pressure rises. You move comfortably between account level diagnosis, creative direction and commercial strategy, and you drive teams to ship faster and at higher standards. Senior growth leader with experience scaling a D2C, ecommerce, or subscription business Proven track record of managing multi million pound acquisition budgets Deep understanding of growth economics, CAC, cohort performance, and customer lifetime value Comfortable operating with high autonomy and accountability Commercially minded, data led, and decisive Confident working directly with founders and senior leaders Thrives in fast paced, ambiguous environments where pace and judgement matter What Does Success Look Like Revenue scaled from c.£40m toward £70m+ with a credible path to £100m Improved growth economics as acquisition spend increases Evidence of growth beyond current scale ceilings Strong creative and experimentation velocity driving performance gains Clear, disciplined decision making across growth investment Strong alignment between growth activity and customer experience Accommodations At Prep Kitchen, we celebrate the unique qualities that each individual brings to the workplace. We are committed to fostering an inclusive and diverse environment where everyone feels valued and supported. We encourage applications from individuals of all backgrounds, as we believe that diverse perspectives drive innovation and contribute to the success of our team. We are dedicated to providing equal opportunities and creating a workplace where everyone can thrive and contribute to our collective growth.
A leading meal prep company in London is seeking a Head of Growth. This senior role will manage a high-value marketing budget and lead a dynamic growth team. Candidates should have a strong background in scaling D2C businesses, adept in data-driven decisions, and proven success in managing high acquisition budgets. The role focuses on driving revenue growth while improving customer experience. Join a supportive and diverse workplace dedicated to innovation and collective success.
Feb 27, 2026
Full time
A leading meal prep company in London is seeking a Head of Growth. This senior role will manage a high-value marketing budget and lead a dynamic growth team. Candidates should have a strong background in scaling D2C businesses, adept in data-driven decisions, and proven success in managing high acquisition budgets. The role focuses on driving revenue growth while improving customer experience. Join a supportive and diverse workplace dedicated to innovation and collective success.
JENKI is on a mission to redefine the matcha and functional beverage category through flavour-driven innovation and authentic product development. As Head of Innovation, you will lead the end-to-end food and beverage strategy, long-term innovation, ensuring operational excellence across all sites, and embedding systems that scale with the brand's growth. This role is highly strategic, you will be setting the vision for JENKI's product pipeline, anticipating trends seasons in advance, and translating these into commercially successful and operationally viable launches. You will play a critical role in heading up the team which shapes the brand's future, overseeing everything from recipe creation and testing, systemisation, bar execution, cross-functional collaboration to quality assurance and consistency. Head of Innovation owns where JENKI's product offering is going, why it matters commercially and culturally, and ensures the team and systems exist to deliver it at scale. Core Responsibilities Strategic Innovation Design and lead the long-term innovation strategy for JENKI. Gaining input from the team, translating this into an actionable plan that aligns with the business strategy. Own and drive the seasonal and long-term menu calendar, planning launches and innovations Lead JENKI's flavour-forward product strategy, identifying and capitalising on emerging food, beverage, and wellness trends Develop new product formats and categories for Retail, D2C and subscriptions, ensuring they align with JENKI's brand values Drive innovation through R&D with both ingredient and packaging suppliers Manage the recipe development team who will be responsible for recipe and process documentation and well as testing, quality and costs. Own and lead the monthly innovation forum. Communicate the innovation funnel (pipeline) at the different stages of development to ensure the right projects are being worked on at the right time. You will be responsible for final sign off every new product that we launch as well as recommending go/no go for new products to pass through the various NPD stages. Operational Systems & Standards Own the systems and standards required to efficiently manage NPD roll out along with training and quality execution. Whilst this will be executed by the Culinary Innovation manager you will be responsible for setting/approving standards, oversight and final sign off. Drive the understanding of operational challenges in scaling recipes and launches and approve preventative systems that drive quality and consistency. Design and own team structure and objectives. Evolving roles and responsibilities as the business grows Guide, manage and develop the Culinary Innovation Manager, ensuring clear objectives, support, and professional growth With the Culinary Innovation Manager, you will have final sign off all new ingredients for quality, taste and performance. Provide strategic leadership to kitchen operations and test kitchen team, ensuring seamless handovers and preparation processes Work closely with CPU Manager, Head of Ops and Supply Chain Manager to take ownership of each new product and embedding product standards through training, coaching, and feedback Act as a cultural leader in promoting JENKI's values of authenticity, innovation, and quality. Performance Reporting & Commercial Focus Lead on ingredient costings, margin analysis, and menu profitability, embedding regular performance reporting cycles Proactively identify opportunities to optimise recipes, reduce costs, or enhance efficiency without compromising quality Feed commercial and operational insights into the long-term food and beverage strategy. Responsible for margin targets by category Accountable for innovation ROI Cross-Functional Collaboration Define and communicate product narratives & flavour intent for all JENKI products Partner with Marketing to define product stories and ensure innovation is translated clearly and consistently across all consumer touch points. Key Skills & Experience 10+ years' experience in product research and development, food innovation, or beverage strategy. Proven track record of developing and launching new products at scale, including systemising processes across multiple locations and channels Staying ahead of market and cultural trends, anticipating consumer needs and emerging opportunities to shape an innovative, future-focused product strategy Strong commercial acumen with experience in costings, profitability analysis, and supplier collaboration Deep understanding of flavour development, ingredient performance, and wellness-led consumer trends Highly proactive, strategic thinker with the ability to plan seasons ahead and adapt quickly to changing market dynamics Exceptional communicator and collaborator, able to influence cross-functional teams and inspire creativity Passionate about authenticity, quality, and innovation, with an appreciation for matcha heritage.
Feb 17, 2026
Full time
JENKI is on a mission to redefine the matcha and functional beverage category through flavour-driven innovation and authentic product development. As Head of Innovation, you will lead the end-to-end food and beverage strategy, long-term innovation, ensuring operational excellence across all sites, and embedding systems that scale with the brand's growth. This role is highly strategic, you will be setting the vision for JENKI's product pipeline, anticipating trends seasons in advance, and translating these into commercially successful and operationally viable launches. You will play a critical role in heading up the team which shapes the brand's future, overseeing everything from recipe creation and testing, systemisation, bar execution, cross-functional collaboration to quality assurance and consistency. Head of Innovation owns where JENKI's product offering is going, why it matters commercially and culturally, and ensures the team and systems exist to deliver it at scale. Core Responsibilities Strategic Innovation Design and lead the long-term innovation strategy for JENKI. Gaining input from the team, translating this into an actionable plan that aligns with the business strategy. Own and drive the seasonal and long-term menu calendar, planning launches and innovations Lead JENKI's flavour-forward product strategy, identifying and capitalising on emerging food, beverage, and wellness trends Develop new product formats and categories for Retail, D2C and subscriptions, ensuring they align with JENKI's brand values Drive innovation through R&D with both ingredient and packaging suppliers Manage the recipe development team who will be responsible for recipe and process documentation and well as testing, quality and costs. Own and lead the monthly innovation forum. Communicate the innovation funnel (pipeline) at the different stages of development to ensure the right projects are being worked on at the right time. You will be responsible for final sign off every new product that we launch as well as recommending go/no go for new products to pass through the various NPD stages. Operational Systems & Standards Own the systems and standards required to efficiently manage NPD roll out along with training and quality execution. Whilst this will be executed by the Culinary Innovation manager you will be responsible for setting/approving standards, oversight and final sign off. Drive the understanding of operational challenges in scaling recipes and launches and approve preventative systems that drive quality and consistency. Design and own team structure and objectives. Evolving roles and responsibilities as the business grows Guide, manage and develop the Culinary Innovation Manager, ensuring clear objectives, support, and professional growth With the Culinary Innovation Manager, you will have final sign off all new ingredients for quality, taste and performance. Provide strategic leadership to kitchen operations and test kitchen team, ensuring seamless handovers and preparation processes Work closely with CPU Manager, Head of Ops and Supply Chain Manager to take ownership of each new product and embedding product standards through training, coaching, and feedback Act as a cultural leader in promoting JENKI's values of authenticity, innovation, and quality. Performance Reporting & Commercial Focus Lead on ingredient costings, margin analysis, and menu profitability, embedding regular performance reporting cycles Proactively identify opportunities to optimise recipes, reduce costs, or enhance efficiency without compromising quality Feed commercial and operational insights into the long-term food and beverage strategy. Responsible for margin targets by category Accountable for innovation ROI Cross-Functional Collaboration Define and communicate product narratives & flavour intent for all JENKI products Partner with Marketing to define product stories and ensure innovation is translated clearly and consistently across all consumer touch points. Key Skills & Experience 10+ years' experience in product research and development, food innovation, or beverage strategy. Proven track record of developing and launching new products at scale, including systemising processes across multiple locations and channels Staying ahead of market and cultural trends, anticipating consumer needs and emerging opportunities to shape an innovative, future-focused product strategy Strong commercial acumen with experience in costings, profitability analysis, and supplier collaboration Deep understanding of flavour development, ingredient performance, and wellness-led consumer trends Highly proactive, strategic thinker with the ability to plan seasons ahead and adapt quickly to changing market dynamics Exceptional communicator and collaborator, able to influence cross-functional teams and inspire creativity Passionate about authenticity, quality, and innovation, with an appreciation for matcha heritage.
Head of Customer Experience Poole £60,000 A fast-scaling, multi-brand direct-to-consumer eCommerce group is seeking a Head of Customer Experience to take full ownership of the end-to-end customer journey across multiple brands and international markets. Operating across the UK, North America, Australia and beyond, this business sells directly to consumers through Shopify-based platforms and is on an ambitious growth trajectory toward significant revenue milestones. Customer trust, retention, and brand loyalty sit at the heart of that ambition, and this role plays a critical part in delivering it. This is a senior, hands-on leadership role , combining strategic ownership with operational execution, using data, systems, and AI to make customer experience a genuine competitive advantage. As Head of Customer Experience , you ll own and elevate every customer touchpoint, from pre-purchase through delivery, aftercare, and long-term retention, across multiple brands and territories. You ll lead a remote, 7-day-a-week customer service operation , supported by a Team Manager and a dedicated Quality Control function, while working closely with operations, product, marketing, and logistics teams. This role requires both strategic vision and sleeves-rolled-up execution . You ll set direction, solve systemic issues, and still be comfortable stepping into complex escalations when needed. What s on offer A senior, high-impact role with ownership of customer experience across multiple global brands Flexible working hours (after probation) Office-based leadership position in Poole, working closely with senior operational stakeholders Opportunity to shape CX as a core growth driver within a fast-scaling D2C group Strong investment in systems, data, and AI Competitive salary package aligned to seniority and experience 25 days holiday + BH Fantastic work social events (Trips abroad!) Key responsibilities Own the end-to-end customer experience across multiple brands, markets, and touchpoints, from pre-purchase through long-term retention. Define and execute a CX strategy aligned to growth, brand positioning, and customer lifetime value. Drive operational excellence, improving response times, resolution rates, satisfaction, and consistency at scale. Own complex escalations and high-impact customer issues, remaining hands-on where required. Optimise CX systems and tooling, with Gorgias at the core, leveraging automation and AI to improve efficiency and insight. Act as the voice of the customer, feeding insights into product, operations, fulfilment, and marketing teams. Ensure quality, compliance, and brand consistency across all customer communications and markets. Experience required: Significant experience in a senior CX or customer operations leadership role within a B2C / D2C environment Proven ability to improve CX in ways that directly impact growth, retention, and efficiency Experience leading remote, multi-shift customer service teams at scale Strong hands-on experience with Gorgias (or similar platforms) in a Shopify-based business Deep understanding of Shopify order flows, fulfilment, payments, and customer lifecycle challenges Comfortable operating at both strategic and tactical levels Highly analytical, commercially aware, and solutions-focused Demonstrated experience using AI tools to enhance CX and team performance Excellent communication skills and strong stakeholder management If you re a commercially minded Customer Experience leader who thrives in complex, fast-moving environments and wants real ownership and influence, this is an opportunity to make a lasting impact. Please contact for more details.
Feb 11, 2026
Full time
Head of Customer Experience Poole £60,000 A fast-scaling, multi-brand direct-to-consumer eCommerce group is seeking a Head of Customer Experience to take full ownership of the end-to-end customer journey across multiple brands and international markets. Operating across the UK, North America, Australia and beyond, this business sells directly to consumers through Shopify-based platforms and is on an ambitious growth trajectory toward significant revenue milestones. Customer trust, retention, and brand loyalty sit at the heart of that ambition, and this role plays a critical part in delivering it. This is a senior, hands-on leadership role , combining strategic ownership with operational execution, using data, systems, and AI to make customer experience a genuine competitive advantage. As Head of Customer Experience , you ll own and elevate every customer touchpoint, from pre-purchase through delivery, aftercare, and long-term retention, across multiple brands and territories. You ll lead a remote, 7-day-a-week customer service operation , supported by a Team Manager and a dedicated Quality Control function, while working closely with operations, product, marketing, and logistics teams. This role requires both strategic vision and sleeves-rolled-up execution . You ll set direction, solve systemic issues, and still be comfortable stepping into complex escalations when needed. What s on offer A senior, high-impact role with ownership of customer experience across multiple global brands Flexible working hours (after probation) Office-based leadership position in Poole, working closely with senior operational stakeholders Opportunity to shape CX as a core growth driver within a fast-scaling D2C group Strong investment in systems, data, and AI Competitive salary package aligned to seniority and experience 25 days holiday + BH Fantastic work social events (Trips abroad!) Key responsibilities Own the end-to-end customer experience across multiple brands, markets, and touchpoints, from pre-purchase through long-term retention. Define and execute a CX strategy aligned to growth, brand positioning, and customer lifetime value. Drive operational excellence, improving response times, resolution rates, satisfaction, and consistency at scale. Own complex escalations and high-impact customer issues, remaining hands-on where required. Optimise CX systems and tooling, with Gorgias at the core, leveraging automation and AI to improve efficiency and insight. Act as the voice of the customer, feeding insights into product, operations, fulfilment, and marketing teams. Ensure quality, compliance, and brand consistency across all customer communications and markets. Experience required: Significant experience in a senior CX or customer operations leadership role within a B2C / D2C environment Proven ability to improve CX in ways that directly impact growth, retention, and efficiency Experience leading remote, multi-shift customer service teams at scale Strong hands-on experience with Gorgias (or similar platforms) in a Shopify-based business Deep understanding of Shopify order flows, fulfilment, payments, and customer lifecycle challenges Comfortable operating at both strategic and tactical levels Highly analytical, commercially aware, and solutions-focused Demonstrated experience using AI tools to enhance CX and team performance Excellent communication skills and strong stakeholder management If you re a commercially minded Customer Experience leader who thrives in complex, fast-moving environments and wants real ownership and influence, this is an opportunity to make a lasting impact. Please contact for more details.
