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Head of Customer Experience UK

full-time Appear Here London

Appear Here is the leading marketplace for short-term retail space, working with everyone from industry leading brands to exciting start-ups. Our mission is to create a world where anyone with an idea can find space to make it happen. We’ve raised over $20m in funding to date - from tier one investors Balderton and Octopus, as well as some of the world’s largest landlords. Named one of Wired Magazines ‘100 Hottest Start-Ups’ and The Financial Times’ most ‘Disruptive Companies.’ Appear Here has become the go-to destination to make innovative and creative retail ideas happen across London, Paris and New York.

We believe we’re building a game changer for both the retail and property industries: and so far 90,000+ brands and 1000s of landlords agree with us. Both brands and landlords use the platform for a variety of reason, but the bottom line is, brands want the right space to share their ideas and landlords want the right ideas to fill their spaces.

We’re now looking for a Head of Customer Experience to lead the UK team in ensuring everyone that comes onto the platform gets more than they expected. Alongside ownership of the team, you will be responsible for identifying new opportunities to improve our "matching" and "closing" processes to help the business rapidly scale as well as for identifying and implementing new verticals of service.

Appear Here are growing quickly and things move fast, so this is great opportunity to get involved in shaping the future of the business – and bringing about real change in an industry that’s going through huge shifts.


  • Lead the UK Customer Experience team to set and achieve aggressive targets on conversion and revenue
  • Develop the overall customer experience vision and strategy in our core market, and work closely with the country GM and exec team on developing a blueprint that can be rolled out to new markets
  • Optimize everything about "matching" (putting the right space and the right brand together), "closing" (helping the brand and the landlord through the process of booking the space), as well as identify strategic partnerships and vertical integration opportunities
  • Help the product team prioritise new features, tools, and updates with respect to brands

Why we like you:

  • At least five years of customer experience, customer service, sales operations or consulting experience preferably within the retail sector
  • Highly structured and analytical - theres a lot to optimize and data should help guide your efforts
  • Genuine passion for retail and brands is key – it’s at the heart of everything we do
  • Experience managing and leading high performing teams
  • Excellent communication skills – a people person, quickly able to build relationships at all levels
  • Competitive, and highly entrepreneurial - willing to get your hands dirty to make things happen fast
  • High energy, ambition, optimism and a strong work ethic
  • Excited about disrupting the industry and being at the forefront of a new model of retail sales and marketing
  • Able to talk knowledgeably about Appear Here and the wider retail industry, representing our brand and mission on panels and at events
  • Thought leaders preferred to deal makers

Why you like us

We make ideas happen. Work with some of the most inspiring and innovative brands out there.

We’re no bullshit. You won’t find office politics or excuses here – we say it how it is.

We punch above. We give you the opportunity to achieve more than you thought you could.

Leadership role in an industry disrupting startup

Exposure to big brands from every sector of retail

Free team lunch every Friday

Breakfast and snacks throughout the day (including a great cheeseboard)

Diet Coke on tap

World class team and monthly team socials

Stock options
published: Feb. 27, 2018

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