Head - Customer Experience - Retail

The primary purpose of the role :

Responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints.

Main responsibilities :

- Lead and manage the Digital and Customer Experience teams, working with them to support and improve our Customer journey as well as transforming our products and services with new technology

- Define and drive the implementation of a holistic digital strategy to improve and enhance customer interactions

Customer interactions and touchpoints :

- Understand the key interactions in the customer lifecycle and drive relevant changes with CRM Strategies and digital asset developments

- Grow customer engagement across channels, maximizing opportunities across customer touchpoints

- Use research methods and data channels of customer experience to understand issues and implement changes

Marketing and business decisions :

- Lead and evolve the CRM strategy including customer communications and automation

- Collaborate with brand partners to ensure alignment of strategy and visibility of the brand

- Collaborate with other business areas, acting as the voice of the customer

- Develop a delivery plan to enhance the company's reach and reputation

- Define and drive the strategy for communication of new products and services to market

- Ensure all communications adhere to direct marketing and Data Protection rules and regulations

Decision-making scope :

The job holder will be responsible for developing and implementing the most appropriate course of action to meet customer needs, whilst adhering to business requirements. In addition, they are required to recommend and implement changes to internal policies and procedures.

Management essential :

- Experience in developing and maintaining effective relationships with Executives and Senior Managers through personal credibility and delivery of results

- As a pre-requisite, display expertise in customer journey management, digital and communications

Person characteristics required- :

- Passion for remaining up to date with digital and technology trends

- Commercial yet customer-first mindset with the ability to identify customer needs

- Detail oriented with excellent communication skills

- Have the ability to communicate with senior management and external suppliers at all levels

- Ability to interpret and evaluate information and make authoritative recommendations

- remain flexible to changing priorities and open to new ideas

- Ability to think conceptually and creatively in order to continually develop the functional area

- Ability to coach, mentor, manage other senior professionals, and manage the knowledge base of the functional area