Reference Code:  35314

Global Head of Customer Experience


Maidstone, KEN, GB


Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

Join Watchfinder and build your career today!



As our Global Head of Customer Experience, you’ll provide outstanding strategic leadership and day to day management of the Aftersales team at Watchfinder HQ in Kent. You will be responsible for shaping the end-to-end experience of Watchfinder customers and drive initiatives across our global regions.

This role will sit at the heart of significant and strategic improvements to the way Watchfinder functions as a business and engages with its customers around the world. It's a fantastic opportunity to both refine and scale the customer centricity that is in Watchfinder's DNA.



The key role of the Global Head of Customer Experience is to drive a customer first culture ensuring customers are at the heart of how we operate and evolve our proposition.

  • Plan, develop and shape the landscape of customer experience across the business globally.
  • Ensure that all leaders have a clear understanding of the company’s vision and goals for customer experience excellence, and of their unit’s respective contribution. This includes setting the customer experience goals in all global regions to drive consistency.
  • Engage people across the business on customer best practices, customer led design / transformation approaches and be a source of inspiration, innovation, and best practice.
  • Working with customer analytics and business teams to understand key challenges and recommend opportunities to improve the customer experience across the value chain.
  • Optimise the customer experience to increase conversion and create deeper product engagement
  • Work with the purchasing and marketing teams to drive pricing and offering, driving a clear strategy for all markets
  • Ensure the end-to-end customer journey delivers an excellent customer experience which is measured through NPS


Managing and developing our people

  • Recruit, train and employ high calibre employees within budget and headcount levels.
  • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
  • Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development



  • 8 to 10 years’ experience heading up customer experience in a digital/e-commerce business.
  • Experience of navigating ambiguity and change with an entrepreneurial mindset.
  • Evidence of strong management, planning, project management and organisational skills.
  • A strategic mind-set, with a well-honed eye for detail, comfortable with data and customer metrics.
  • Excellent communication (both written and verbal), influencing and negotiation skills
  • Excellent problem-solving and communication skills, ability to work transversally with other departments and countries
  • Experience in people management, leading and directing multiple team members in a busy task-oriented environment,
  • Data-driven mindset and an aptitude for technology and digital tools.



As a significant member of the Watchfinder community, you are also part of a much bigger family at Richemont. We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development. This is an exciting opportunity to drive the business in the next stage of evolution for Watchfinder. You will work closely with some inspiring, creative, and entrepreneurial leaders in the business who strive for one goal.



We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:


1st Stage: After your application has been selected, our friendly Talent team will reach out to you to conduct and introductory call.

2nd Stage: Video Interview with the hiring Manager + one other colleague

3rd Stage: Video Interview with the hiring manager & Senior HR representative for Watchfinder.