Head of Global Consumer Experience

About us: Through It all, we are measured by the purest of passions, a love of horses. This unspoken bond between human and horse guides everything we do. For almost 40 years, this simple truth has been Horseware Ireland’s guiding inspiration. It has helped us to always deliver high performance, beautiful and sustainable products that last. It was 1985, when Horseware Ireland created our now iconic Rambo Original horse rug, sparking a design revolution that redefined innovation within the equine industry. We forged a path that would grow across geographies, span generations, and make Horseware Ireland the world’s leading equestrian brand in horse rugs and equine products, selling to over 70 countries worldwide, with more than 400 employees. About the Role: As our Head of Global Consumer Experience, you’ll oversee and improve all aspects of the consumer service journey globally, ensuring satisfaction and loyalty throughout the consumer lifecycle. Additionally, you will own the strategy and implementation of field product knowledge training which will be delivered to internal teams both in the field and across consumer and customer service, as well as large trade partners across the globe. With your deep expertise in omnichannel consumer service and experience in the equestrian industry, you understand the impact you’ll create on the consumer and, therefore, the bottom line, playing one of the most vital roles in the Company. Key Responsibilities: Develop and implement strategies to improve consumer interactions across multiple touchpoints and channels Analyse consumer feedback, surveys, and data to identify consumer pain points and provide actionable insights to deliver different ways to improve the consumer journey and create a positive experience Collaborate with cross-functional teams, such as marketing, sales, product development, and the B2B customer service team, to align consumer experience efforts with business goals and objectives Design and implement consumer service standards and guidelines to ensure consistent and exceptional service delivery for building relationships Assess current consumer & customer experience systems infrastructure and toolset; work with internal and external stakeholders to develop a best-in-class system that is both scalable and future-proof across the service function Create and build out consumer service playbooks across the various consumer stages, segments and service offerings Train and educate staff on consumer-centric approaches and best practices to foster a consumer-focused culture throughout the organisation Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate to enhance operating process and improve overall consumer experience. Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations. Implement and lead service review sessions, documenting and taking actions and next steps. Own and manage B2B2C product training for the Company. This will consist of managing seasonal and core product training including Wholesale and Direct customer facing tools, training strategy, and management of team members delivering training in the field. Build and scale a high performing consumer service team and nurture a service culture across the business. Support ad-hoc projects and initiatives per business needs. About you: 10 or more years of experience in eCommerce and in specialty retail consumer service Experience developing and leading a high performing consumer service team Experience identifying requirements, building a business case and implementing a full-scale consumer/customer service technology solution in collaboration with internal & external partners Outstanding communication, presentation, and leadership skills Sharp analytical and problem-solving skills Ability to effectively manage conflicting needs of stakeholders Bachelor’s degree (or equivalent) in related discipline Ability to work in a fast-paced environment and across many different parts of the organisation to get things done Strong leadership and motivational skills with the ability to inspire and guide a team Excellent communication, negotiation, and interpersonal skills Equine knowledge an advantage Another language preferred Proficient with Microsoft Office Suite Benefits: 25 days of paid time off 12 paid company holidays annually Staff discount on product Medical insurance Dental insurance Vision insurance Life + AD&D insurance policy Short-term and long-term disability insurance Supplemental coverage options Roth and Traditional 401(k) Plan options Individual training and development budget