Interim Head of Customer Experience & Service

We are recruiting on behalf of a fast-growing, customer-led consumer brand seeking an Interim Head of Customer Experience & Service to provide senior leadership during a key period of change and growth. This is a hands-on interim role, requiring someone who can quickly embed themselves into the business, lead from the front, and support teams operationally while maintaining and improving customer service standards. Hybrid working is available, however regular on-site presence in their Southampton office is essential to support the team effectively.

As Interim Head of Customer Experience & Service, you will take ownership of the end-to-end customer journey across all touchpoints, ensuring service quality, consistency, and performance remain high throughout the interim period. You will lead multi-channel customer service operations covering pre-sales and after-sales, acting as the senior escalation point while supporting, coaching, and stabilising the team.

Key Duties

• Leading and supporting customer service teams across phone, email, live chat, messaging and in-person interactions
• Owning service quality, tone of voice and communication standards
• Acting as the senior escalation point for complex or sensitive customer cases
• Managing and tracking KPIs including response times, customer satisfaction and conversion metrics
• Reviewing and improving customer service processes, workflows and SOPs
• Supporting and developing team leaders and frontline staff through hands-on leadership
• Feeding customer insight back into the wider business to improve products and processes
• Ensuring a consistent, high-quality customer experience across digital and physical environments

About You

• Senior customer service leadership experience within a D2C, retail or consumer product environment
• A proven background managing multi-channel customer service teams
• Strong experience with KPIs, performance management and service improvement
• A hands-on, operational leadership style happy to be visible and involved day to day
• Excellent communication skills and a genuinely customer-first mindset
• The ability to quickly assess, stabilise and improve service operations

What s on Offer

• Interim contract for 3 6 months
• Salary range dependent on experience
• Hybrid working available (with on-site presence required)
• Opportunity to lead a customer-focused function through a key transition period
• Immediate impact role with senior-level responsibility
• This is an excellent opportunity for an experienced Interim Head of Customer Experience, Customer Service Director, or Senior Customer Operations Leader looking for a meaningful interim assignment where hands-on leadership is essential.