Customer Experience Manager

Customer Experience Manager

· Calling all customer obsessed CX experts!

· Chance to own customer experience end to end for this Retail Goliath!

· Join at time of positive change and digital transformation

Salary: Competitive plus 20% bonus

Location: West London / WFH

Working amongst a growing and ambitious group of digital and data experts, this role will focus on delivering impact and insights through optimising customer journey and experience for this UK Retail giant.

You will join at a point of positive change, and huge investment into the use of data to drive growth and market share, ensuring your role has REAL meaning and impact on a daily basis.

You will be the customer advocate within the business, responsible for managing the VOC program, feedback, surveys etc. and translating those results into insights which feed back into the business, empowering stakeholders across all business units to take action off the back of that. You’ll be working to address customer pain points, enhancing propositions and improving overall customer experience. Beyond VOC and NPS, you will also need to understand metrics (financial, operational…), thinking about how you can go beyond survey measures (for example), and how that all comes together to tell a compelling story for everyone, continuing to educate the business of the value of optimizing CX.

The day-to-day will involve partnering across every part of the company, and sits within Data & Digital, Product specifically. Your primary circles of influence really include dot com, so any digital experience will be viewed favorably and then a broader understanding of retail would also be highly beneficial.

You’ll repot directly into the Chief Digital Product Officer liaising with her leadership team, working with other ‘heads of product’.

You’ll also manage a team of 2 direct reports; one who is highly technical and very experienced and another who’s recently rolled off the Grad scheme. So you have a bit of a ‘right hand man’ to support you, plus the chance to flex your mentoring skills in growing your junior further through the ranks.

On the technical side they use Medallia, a supplier relationship which is managed by KPMG Nunwood, who you partner closely with in defining the longer term roadmap and projects. They also have a dedicated team of 10 people to support here too.

You’ll need to demonstrate the ability to look at the bigger picture, zoom out and understand how to scale this discipline across the business, embedding a culture of being ‘customer obsessed’ across the wider dot com business.

There is also huge growth potential for this person and the team, given the appetite from the business and the chance to own customer experience from end to end.

Skills & experience required:

· Educated to degree level

· Exceptional communication skills – the ability to bring the technical and complex to life for a variety of stakeholders

· ‘Customer obsessed’ and able to make commercially grounded decisions with the customer at the heart

· A strong customer understanding, with the ability to put yourself in our customers’ shoes

· A strong leader with the ability to coach and mentor high performing teams

· The ability to able to achieve through others, building a network of allies to help deliver change and resolve issues quickly and efficiently

· Good judgement and proven ability to make strong prioritisation calls (both internally and with agencies)

· An analytical storyteller, skilled in pulling together multiple data sources to unlock powerful insights and building a compelling narrative from this

· Comfortable working with a wide range of stakeholders, leveraging strong influencing skills and a confidence to push back when required

· An understanding of the latest trends shaping the broader market and customers’ expectations, and what that means for CX for the business