Head of Customer Experience Poole £60,000A 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 brandsF