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!
Ellie brings a pragmatic approach to clients hiring challenges, and believes in the power of asking the right questions. She has a phenomenal network of industry contacts – if anyone knows the person for the job, its Ellie. She is famous for her ability to retain even the smallest detail.