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Customer Experience Director

  • 02/05/19
  • Neg
  • 1191


This global distribution business has a client base that includes some of the world’s best known consumer brands, and is increasingly focused on transforming what was a ‘bricks and mortar’ company into a multichannel business with a big focus on ecommerce. As part of this transformation, they have created the role of Director of Customer Experience, for an experienced CX professional to create and execute a strategy to improve and enhance the Customer Journey from a Sales-driven to a customer-centric organisation.

This newly-created role requires someone who has taken a traditional company through a period of transformation and change, and implemented a continuous improvement strategy for customer journey.

Summary of role:

  • Creates a culture that inspires a large company to adopt a Customer-first mindset
  • Gets buy in from senior/C Suite stakeholders on the implementation of a VOC strategy and an ethos that both delights and surprises the customers. (who are mid to enterprise level)
  • Acts as the champion internally for a change in culture, to become customer obsessed and develop new internal programmes. You will be charged with ensuring the business changes to a KYC ethos, including the creation of initiatives eg CX, Recognition, Experience Immersion et al.
  • Create and execute the internal comms plan to ensure all parties in this global business are bought in to the goals
  • Definite the customer success metrics – you know how to define what is good and what is great.

The ideal candidates:

  • Has the confidence and gravitas to handle a newly created role, and can hold elevated conversations at board level
  • Has (ideally) worked in a traditional business that has been on a journey of CX improvement and can cite success in managing such a project.
  • Has experience working in a retail or distribution business that is embracing ecommerce and was part of the gravitation towards ecommerce and digital transactions.,
  • It is preferable if candidates have worked in a multinational business or companies with a global footprint or customer base.
  • Has worked closely with senior stakeholders from departments such as Voice of the customer, Contact /Call Centre, Ecommerce and Multichannel, User Experience and Customer Experience.
  • Can demonstrate success in a business managing large Change Management projects.
  • Highly motivated, unfazed by pressure, resilient and would welcome the challenge of this exciting but demanding role!

To review a detailed job spec, and discuss in confidence, please contact Ellie or Rory on 01-6344888 or mail us on or

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