Customer Experience Transformation Lead

Mamas & Papas • Permanent • Huddersfield, West Yorkshire, England, United Kingdom • 3d ago

Reporting directly to the COO/CEO, this unique cross functional role will own the parent and customer experience agenda for Mamas & Papas, shaping how we support expectant and new parents through the moments that matter most.

As a business, we are committed to becoming truly customer centric, ensuring every decision we make starts with understanding the needs, concerns and aspirations of parents. This role will champion the voice of the customer across the organisation, breaking down functional silos and ensuring that retail, digital, customer care, marketing, product and commercial teams work together to deliver a seamless, consistent and exceptional experience.

"Buying for Baby" is one of our top transformation missions, creating a unique end-to-end experience that helps expectant parents confidently navigate one of the most important purchasing decisions they will ever make. Beyond this, the role will expand into adjacent customer moments including Baby Lists, Registries, Gift Lists, Gifting, Post-Purchase Support and other key parent journeys, building a connected ecosystem of experiences that strengthens customer engagement and lifetime value.

This Customer Experience Transformation Lead position is a high-profile, influential role that combines customer insight, strategic vision, entrepreneurial flair and commercial execution. You will be responsible for identifying friction points across the customer journey, designing innovative solutions, and embedding a customer-first mindset throughout the organisation.

Your challenge is to create world class, seamless omnichannel experiences spanning retail, digital and customer care touchpoints that not only drive significant incremental revenue and customer loyalty, but also establish Mamas & Papas as the most trusted and customer centric parenting brand in our markets. By deeply understanding parents and continuously improving how we serve them, you will help build a platform for future UK and international growth.

If this resonates with your own vision, experience and passion for commercially driving customer centric change, then simply take those amazing first steps to apply today.

Note: This full-time role will be based a minimum of 2 days a weeks at our Huddersfield, West Yorkshire Head Office (HD5 0RH), with travel to nationwide UK and Rupublic or Ireland stores.

We are also looking to move fast on this vacancy, so receipt of applications might close before the date stated, so please don't miss out.

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