Job Summary:

The Head of Customer Excellence will lead the development and execution of the Black Pelican Group’s customer experience strategy, ensuring superior service and engagement across all brands. This role is responsible for embedding a customer-first culture, optimizing the end-to-end customer journey, maintaining quality assurance standards, and driving performance metrics across all touchpoints.

Key Responsibilities:

Customer Excellence Strategy & Governance

• Develop and implement the Group’s Customer Excellence Strategy to drive superior engagement across all brands.
• Translate the Group’s vision for service excellence into actionable standards, policies, and measurable performance indicators.
• Champion a customer-first culture across all departments, subsidiaries, and business units.
• Continuously assess customer experience trends, competitors, and global benchmarks to identify opportunities for innovation.

Customer Journey & Service Standards

• Map and optimize the end-to-end customer journey across all business units, from pre-sales interactions to post-installation services.
• Establish and maintain consistent customer service standards across Bathroom Direct, IL Bagno, Bagno Technik, and BPL Wellness.
• Collaborate with marketing, sales, and operations teams to ensure all customer touchpoints reflect brand values and service standards.

CRM & Customer Engagement

• Oversee the Customer Relationship Management (CRM) systems to enhance engagement, retention, and feedback tracking.
• Engage directly with key clients and high-value customers to ensure satisfaction and loyalty.
• Serve as the voice of the customer in management meetings, ensuring feedback informs strategic decisions.

After-Sales Operations & Service Management

• Lead all after-sales operations, ensuring timely resolution of complaints and service requests.
• Implement systems for installation follow-up, maintenance coordination, and customer satisfaction measurement.
• Collaborate with project and technical teams to maintain service quality and delivery standards.
• Liaise with vendors, contractors, and third-party service providers to uphold service standards.

Quality Assurance & Continuous Improvement

• Develop and implement quality assurance processes to ensure consistent service excellence across all brands.
• Monitor service delivery, product installations, and maintenance activities to identify and address gaps.
• Conduct regular audits and inspections to maintain operational and service standards.
• Recommend and drive continuous improvement initiatives based on feedback, metrics, and best practices.

Performance Monitoring & Reporting

• Monitor service performance indicators, including complaint resolution time, Customer Satisfaction Scores (CSAT), and Net Promoter Score (NPS).
• Create frameworks for technical and service teams to deliver quick, consistent, and high-quality responses to clients.
• Partner with Heads of Business Units and Departmental Leaders to embed customer excellence principles into operations.

Leadership & Team Development

• Build, lead, and inspire a high-performing customer excellence team across the Group.
• Train and mentor staff on service etiquette, communication, and effective customer handling.
• Set departmental performance goals and track progress through periodic reviews.

Qualifications & Skills:

• Bachelor’s degree in Business, Marketing, Operations, or related field; MBA or equivalent preferred.
• Minimum of 10 years’ experience in customer experience, service excellence, or operations leadership.
• Strong knowledge of CRM systems, customer journey mapping, service quality management, and quality assurance processes.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to drive organizational change and embed a customer-first culture across multiple business units.
• Strong analytical skills and experience with performance metrics and reporting.