Customer Experience Director, Europe

3 semanas atrás


Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

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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