Job Title

Christopher Ward is dedicated to delivering a consistent, premium experience that matches our products and builds lifetime loyalty.The Head of Customer will support with shaping and leading and continuously elevating the entire customer journey at Christopher Ward; spanning CW Connect, After Sales, and Customer Experience, across multiple regions and channels. This role sits at the heart of our ambition to deliver a consistent, premium experience that matches our products and builds lifetime loyalty. You will set the vision and roadmap, build the right structure and capability for a growing international footprint, and lead a high-performing team that takes full ownership for delighting customers at every stage — from first enquiry to ownership and beyond.ResponsibilitiesStrategic Leadership & Transformation Define and deliver a clear, multi-region customer strategy that supports our growth ambitions and reinforces the Christopher Ward brand in every market and channel.Build and strengthen the operational backbone that allows us to scale — from clear service standards and workflows to fit-for-purpose systems and reporting.Identify and remove structural inefficiencies — putting in place consistent, documented processes that drive quality, speed, and accountability.Develop and track meaningful KPIs at a global, regional, and team level — using data to proactively manage performance and demonstrate impact to the senior leadership team.Act as a senior voice and trusted partner to the Board on customer trends, risks, and opportunities — helping shape wider commercial and operational decisions.Team Leadership & Capability BuildingBuild, lead, and inspire a geographically diverse team, ensuring clear roles, responsibilities, and opportunities for growth and development.Foster a culture of accountability, empowerment, and continuous improvement — ensuring teams own and resolve issues at the right level.Drive high standards of knowledge, training, and tone of voice so every interaction reflects our brand promise.Identify skill gaps, succession needs, and future resourcing requirements as we grow in scale and markets.Operational Excellence & Execution Own the day-to-day performance of all customer-facing operations across CW Connect, After Sales, and CX — ensuring consistency across time zones and channels.Build robust escalation paths so complex cases are resolved promptly while freeing senior leaders from day-to-day firefighting.Work cross-functionally with Logistics, Product, Marketing, and Tech to fix root causes of repeat customer pain points — driving joined-up improvements across the customer journey.Champion continuous feedback loops — using insight to refine policies, communications, and processes that reduce avoidable contact and boost satisfaction.Customer Insight & Advocacy Be the clear, credible voice of the customer — translating feedback and market trends into actionable insights that shape product, policy, and wider business strategy.Monitor and intervene on high-impact issues or escalations — balancing brand protection with fair, customer-first solutions.Analyse and share trends in customer behaviour, sentiment, and service drivers to identify new opportunities for differentiation.Growth & Readiness for Expansion Prepare the function for further international expansion — ensuring scalable systems, processes, and resourcing to support new physical locations, time zones, and channels.Lead or sponsor key projects that enhance our ability to engage, retain, and grow our customer base globally.Keep ahead of emerging best practices in D2C customer experience — bringing fresh ideas and technologies that keep Christopher Ward at the forefront.QualificationsProven senior leadership experience in customer service, after sales, or customer experience — ideally within premium/luxury D2C retail or a comparable multi-region environment.Track record of designing and implementing strategies that deliver measurable improvements in satisfaction, efficiency, and loyalty.Experience building and managing multi-region teams — including setting structure, driving performance, and developing talent.Strong commercial awareness with a clear ability to link CX improvements to growth and profitability.Confident using data and insight to influence senior stakeholders and shape business priorities.Experienced at managing complex escalations and customer risks calmly and professionally. Required SkillsExperience launching or expanding customer operations in new markets in wanted, but not essential, especially physical retail in North America.Knowledge of watchmaking, premium consumer goods, or luxury retail is a good to have.Familiarity with modern CRM, service, or CX platforms; with a mindset for driving best practice. What Sets You ApartPassionate about creating world-class, consistent customer experiences.Pragmatic, solutions-focused and comfortable balancing strategic thinking with operational execution.Resilient and composed under pressure — trusted to lead in moments of challenge or change.Naturally collaborative — builds strong cross-functional and international relationships.A credible ambassador for the Christopher Ward brand, with high personal integrity and professionalism.Hours & Location: Christopher Ward Maidenhead HQ: Monday to Friday, 09.00 – 17.00 UK time.