Customer Experience Director Europe

Recruiter
Location
Surrey
Salary
£120,000 basic + up to 40% bonus + car + bens
Posted
23 Nov 2017
Closes
23 Dec 2017
Ref
SB/16413300
Discipline
Marketing
Specialism
Brand Management, CRM
Sector
Telecoms
Business Type
Brand / In-house
Contract Type
Permanent
Hours
Full-Time

ABOUT THE CLIENT

Global Mobile/ Smartphone leader

ABOUT THE ROLE

The Customer Experience (CX) & Omnichannel team is a new function within European Marketing with the core belief that both the consumer and shopper should be at the heart of planning and decision making across key accounts and all consumer touch-points ensuring the lifetime value of the consumer is maximised. Our client has the following objectives to deliver this vision:

  • Pioner CX initiatives by implementing a net promoter system to drive behaviours
  • Transform relationships with strategic international partners to collaborate on breakthrough shopper programs that produce market leading results
  • Spearhead category drivers and own international account strategy to exceed financial targets

Reporting to the Director of CX & Omnichannel you’ll be responsible for the development and delivery of European Customer Experience improvement initiatives for all customers, across all touch points ultimately to realise the ambition of delivering the best customer experience in the mobile industry. You’ll be accountable for setting Customer Experience strategy, designing service outcomes and prioritising the Customer Improvement agenda to improve NPS scores.

You’ll build sustainable customer satisfaction and advocacy through leadership of;

  • Strategy and planning – setting customer experience improvement strategy and defining and managing overall prioritisation and roadmap of CI change
  • Customer Experience – designing CX improvements, initiatives and outcomes
  • CI implementation – co-ordinating and monitoring work of teams across markets to ensure delivery

You’ll utilise an insight led approach, set direction and prioritise the continuous improvement agenda with success measured by commercial KPIs and customer NPS metrics.

Principle Responsibilities:

  • Define and drive execution of Customer Experience and Improvement Strategy to deliver greatest value to the business and its customers
  • Accountable for customer NPS and continuous improvement KPI’s by defining solutions to improve performance. Drive implementation to ensure effective delivery and realisation of benefits
  • Determine aspects of customer service to invest in and develop an enduring strategy to wire into specific initiatives/ through broader activities
  • Champion a customer culture on behalf of the NPS agenda and embed this into the DNA of the end state experience designs and decision making
  • Drive adoption of proven practices to build a ‘one best way’ for all customer and continuous improvement activity

WHAT WE’RE LOOKING FOR

We’re looking to appoint a customer experience expert with international experience from FMCG, Consumer, Retail, Online or consumer Tech/ Mobile sectors who’s passionate about the customer and customer experience.  You’ll have drive, tenacity and a proven track record delivering sustainable customer led improvements with the following:

  • Customer Experience expertise with skills in CX strategy and management
  • Passionate about the customer and customer experience
  • Able to quickly assimilate insight, prioritise and deliver against a Customer Experience Strategy
  • Collaborative approach - able to influence to mobilise activity and deliver across leaderships functions. markets
  • Strategically focused - able to make sound commercial decisions and impact from day one
  • Results and impact orientated – experienced in implementing CX initiatives; adapting programmes based on results and building business cases to roll-out learnings
  • Proven responsibility for delivering major change programmes/projects into operational environments through process, people, comms and culture
  • Proven track record delivering Customer Experience improvement activities with expert understanding of CE principles/ frameworks
  • Commercial/ business acumen and considered decision making with an understanding of financial procedures
  • Ability to add value in the wider business, understand key levers for driving breakthrough improvements with an understanding of overall business environment
  • Ability to facilitate effective leadership teams and oversee linkage between strategy and business processes
  • Experience working in a complex business environment and understanding of business plans/ strategies
  • Strong leader and communicator with stakeholder relationship management skills
  • Team player - able to engage, motivate and build followership and passionate about championing a strong customer centric philosophy
  • Experience leading people to deliver marketing programs through teams, working at a regional level and effectively communicating value propositions with global and local stakeholders
  • Self-motivated with the ability to multi-task and operate within budget/ time constraints
  • Track record delivering business results on-time whilst managing large Marketing budgets
  • Experience presenting and influencing a C level to gain support for change management initiatives

ABOUT THE OFFER

£120,000 basic + up to 40% bonus + car + bens

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