Customer Experience Director, Europe
3 semanas atrás
Job Summary:
The Customer Experience Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy across the region, with a focus on improving customer satisfaction, retention, and commercial performance.
Key Responsibilities:
- Own the blueprint for the customer experience in all 19 European markets.
- Deliver the vision through annual action plans set in partnership with countries and suppliers.
- Play a key leadership role in implementing consistency and best practice across the region.
- Measure and report on CX KPIs, including NPS and C-SAT programmes.
- Ensure Programme deliverables and approaches are aligned with the CX Blueprint and three-year CX Strategy.
- Sign off relevant Programme documentation.
- Support the Programme to define solutions that take account of the Blueprint and current challenges.
- Be the Voice of the Customer in the business, raising awareness and securing buy-in at all levels.
- Update and re-baseline the Blueprint as necessary.
- Work with markets and regional/group partners to set and coordinate the delivery of annual business plans.
- Build a thriving and effective cohort of colleagues with a shared focus on transforming the customer experience.
- Set relevant targets and measure progress across the region.
- Work with suppliers to improve data and insight capability.
- Take a strategic view and use data to identify long-term and cross-cutting issues and opportunities.
Requirements:
- Experienced CX/customer service leader at a senior level.
- Implemented numerous transformations in CX, with tangible benefits.
- Experienced in promoting CX and being accountable for delivery to C-Suite executives.
- Good understanding of key transformation and change management approaches.
- Proven experience of skills in setting multi-year business strategies.
- Good understanding of common CX data sources and KPIs.
- A relationship builder, able to build alliances across geographical and functional boundaries.
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