Reports to
Director of standards and solutions
Direct reports
Retention manager
Support manager
Accountabilities
Lead the delivery of a high-quality, brand-enhancing membership experience, overseeing a contact centre operation that drives acquisition, strengthens retention, and consistently meets membership satisfaction targets.
Shape and evolve a future-facing membership experience, leveraging data-driven insight to optimise processes, technology, and team capability to deliver continuous improvement and innovation.
Champion the voice of the member across GS1 UK, ensuring member needs, insights, and experiences are embedded into decision-making and influence strategic direction across the organisation.
- Lead the ongoing evolution of the customer satisfaction and member experience strategy, ensuring alignment with GS1 UK’s wider organisational goals
- Champion the voice of the member across GS1 UK, embedding member insight into decision-making and influencing strategic direction
- Shape and continuously improve the end-to-end member journey, ensuring services evolve to meet changing member needs
- Design and deliver high-impact member experience initiatives, driving measurable improvements in satisfaction, engagement, and loyalty
- Represent GS1 UK in global customer experience initiatives, contributing to best practice and innovation
- Lead, inspire, and develop a high-performing team, aligned to business priorities
- Using performance data and insight to coach, develop, and improve team effectiveness, embed a culture of continuous improvement, accountability, and member-centricity
- Own workforce planning, capability development, and training strategies to meet evolving organisational needs
- Ensure the optimal use of people, processes, and technology to deliver efficient, high-quality service across all channels
- Own and monitor performance against SLAs and KPIs, driving accountability and continuous improvement
- Lead initiatives to reduce member churn, increasing retention through proactive engagement and lifecycle management
- Drive a multi-channel support and retention strategy, ensuring a seamless and consistent experience
- Maintain ownership of data quality, ensuring member data accuracy to support insight, service delivery, and compliance
- Embed an agile, responsive approach to operational challenges, adapting quickly to member and business needs
- Continuously review, optimise, and standardise internal processes to improve efficiency and service outcomes
- Oversee the delivery of Level 1 technical support, ensuring consistent, high-quality resolution across all channels
- Analyse member interaction trends to identify service issues, insights, and improvement opportunities
- Collaborate with Tier 2 support teams to identify root causes and implement sustainable solutions
- Ensure all enquiries are handled in line with robust SLAs and service standards
- Optimise onboarding processes, tools, and frameworks to increase speed, quality, and member satisfaction
- Work with Marketing and Training & Education teams to enhance self-serve capabilities for members
- Proven track record of leading innovation and continuous improvement within a customer service or member experience environment
- Significant experience managing and optimising contact centre operations, ideally across multi-channel environments
- Demonstrated people leadership capability, with a strong focus on building, developing, and leading high-performing teams
- Experience delivering against both strategic objectives and operational plans, with clear, measurable outcomes
- Practical experience using and optimising CRM systems and customer service technologies
- Strong planning, organisational, and prioritisation skills in a fast-paced, service-driven environment
- Highly developed analytical capability, with confidence using data to drive decisions (including advanced use of Microsoft 365 tools)
- Solid understanding of relevant industry sectors or the ability to quickly build domain expertise
- Inspiring and inclusive leader who engages, motivates, and develops high-performing teams
- Strong relationship builder with the ability to establish trust and credibility across functions and senior stakeholders
- Highly effective communicator with excellent verbal and written skills, able to influence and engage at all levels
- Strong listening and observational skills, with the ability to interpret insight and translate it into meaningful action
- Data-oriented mindset, with the ability to connect people to the value of data and insight in driving decisions and outcomes
- Confident and credible influencer, comfortable navigating complexity and driving alignment across the organisation
- Accountable and collaborative team player, demonstrating ownership, integrity, and professionalism
- Highly organised with strong time management and prioritisation skills in a fast-paced environment
- High level of attention to detail, ensuring accuracy and quality in delivery
- Flexible and adaptable approach, able to respond effectively to changing priorities and business needs
- Natural enthusiasm and energy, with the ability to inspire others and maintain momentum through change
- Strong cross-functional networker, proactively building connections to support collaboration and continuous improvement
Why join us?
As a colleague at GS1 UK you will enjoy a supportive working environment along with a generous amount of benefits available to you
A healthy work life balance (hybrid working with flexibility on start and finish times)
25 days annual leave (excluding bank holidays) with the option to buy or sell up to 5 days every year
Join our social and charity team events
Generous pension scheme with employer contributions up to 12%
Life assurance policy (5x annual salary) to give you a peace of mind
Full range of benefits available (PMI, dental, travel, gym membership and many more)