Head of Customer Experience

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tem

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Energy • eCommerce • SaaS

tem is a company that empowers businesses to save on energy costs by directly purchasing from renewable energy generators. With its innovative RED™ product, tem simplifies the energy procurement process, offering transparency and a streamlined portal for managing contracts, quotes, and billing. The company aims to reduce the expense associated with traditional energy suppliers, enabling clients to cut energy costs by up to 25% while supporting the transition to renewable energy. tem's mission is to create accessible renewable energy solutions for all businesses, promoting sustainability and fair pricing within the energy market.

51 - 200 employees

Founded 2021

⚡ Energy

🛍️ eCommerce

☁️ SaaS

📋 Description

• Grow and lead the CX function by setting clear priorities, operating cadence, and quality standards so the team delivers consistently as tem scales. • Hire, develop, and performance-coach exceptional CX talent, building a high-performing team with clear expectations and progression. • Own the CX operating cadence and cross-team interfaces (not the domain strategy) so the lead to renewal journey runs predictably: clear ownership, handoffs, escalation paths, and feedback loops that the team uses day to day. • Set up and run the signal-to-action machine (not the fixes themselves): how feedback is captured, synthesised, prioritised, assigned to the right owners in Product, Data, and Ops, and closed looped back to CX so learning compounds. • Work in lockstep with the relevant domain Expert. The Expert owns domain strategy and trade-offs. You translate domain priorities into CX priorities, resourcing, and execution rhythm without being the primary vision owner. • Make progress visible through lightweight metrics, documentation and recurring review loops that compound learning.

🎯 Requirements

• Proven experience leading Customer Experience, Customer Success or Operations in a fast-growing environment. • Strong people leadership: hiring, performance coaching, and building a high bar for quality and pace. • Ability to build operating systems that make great customer work repeatable - clear cadence, roles, handoffs, and feedback loops. • Strong stakeholder management and influence across Sales, Product, Ops, Data, and domain Experts. • Analytical and practical: turns customer signal into prioritised, owned work and drives visible progress through the team. • Commercial judgement: connects customer experience to retention, renewal, and long-term value. • Bonus points • Experience in regulated, complex, or high-stakes service environments. • Background in service design, operations, or CX automation. • Experience working with data, tooling, or AI-enabled support systems. • Track record improving end-to-end customer journeys across multiple touchpoints.

🏖️ Benefits

• Salary aligned to internal benchmarks and reviewed twice a year. • Stock options so everyone has ownership in our mission. • 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off. • Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons. • Home working and wellbeing budgets: • Up to £1,200 or €1,200 per year for your remote setup. • Up to £150 or €150 per month for wellbeing.