Head of Customer Experience

About us 

Ankorstore exists to help independent brands and retailers thrive by making wholesale simpler, faster, and more profitable.

We’re building the infrastructure that powers modern wholesale for brands — from getting discovered by the right retailers to ordering, logistics, and financing — so both sides can work together on better, more sustainable terms.

At Ankorstore, we believe local independent retailers have a huge impact on the soul of the cities and villages we live in and we are convinced they can flourish if they are provided with great tools & great purchasing conditions. That is why we have built a network connecting the most authentic European brands to thousands of independent retailers. We are proud to serve every day these amazing entrepreneurs who are making our life enjoyable.

About your role :

As Head of Customer Experience at Ankorstore, you will be a key member of our Executive Leadership Team (ELT), owning the full CX department and its strategic direction. You will lead a team of ~20 advisors organised in 2 teams under 2 Team Leaders, and will be supported by a CX Process & Tools Manager as a direct report.

Your role sits at the intersection of operational excellence and transformation: you will ensure that every brand and retailer gets a seamless, empathetic, and efficient support experience, while continuously reimagining how that experience is delivered through smart tooling, AI, and process innovation.

Beyond running the department, you will be the voice of the customer at the ELT table, championing their needs and helping prioritise the right problems across the company.

Main responsibilities :

• Run the CX operations:

  • Lead, coach, and develop a team of ~20 Customer Service Advisors, structured in 2 specialised teams managed by 2 Team Leaders

  • Set clear performance standards and drive a culture of accountability, quality, and customer empathy

  • Ensure operational KPIs are met consistently: CSAT, CES, and advisors' productivity

  • Manage workforce planning, scheduling, and capacity to ensure SLA adherence across all contact channels

  • Foster a high-engagement team environment, monitoring and improving Team NPS

• Own the CX transformation and continuous improvement:

  • Drive the evolution of the CX tooling ecosystem (ticketing tool, knowledge base, AI-powered solutions), supported by your CX Process & Tools Manager

  • Lead AI-first initiatives: maximise contact deflection through automation and self-service with the north star to drive our Contact Rate down, and enhance advisors' productivity through AI copilot capabilities

  • Own and evolve the knowledge base strategy: governance, content quality, tooling, and adoption

  • Identify and lead cross-functional improvement projects in collaboration with Product & Tech, Sales, Operations, and other departments

  • Define and execute the CX roadmap, translating operational insights into structured, prioritised initiatives

• Be the voice of the customer at Ankorstore:

  • Represent the customer perspective at the ELT level, bringing data-driven insights on pain points, friction, and satisfaction trends

  • Influence product, commercial, and operational decisions by consistently advocating for the customer experience

  • Build feedback loops between the CX team and other departments to ensure customer signals are heard and actioned at the right level

  • Champion a customer-centric culture across the organisation

Your main KPIs:

• CES (Customer Effort Score) / CSAT (Customer Satisfaction Score)

• Contact Rate (volume of contacts relative to activit