Head of Customer Experience (Retail)
Michael Page
- United Kingdom
- £70,000 per year
- Permanent
- Full-time
- Develop and implement customer experience strategies and initiatives.
- Lead and motivate all retail departments to deliver excellent customer service.
- Lead the mission to achieve a seamless customer experience using highly developed influencing skills
- Collaborate with other departments to improve the customer journey.
- Evaluate customer feedback and utilise data to enhance customer experience.
- Leverage the power of data to ensure all interactions are tailored and where possible anticipated and personalised.
- Identify opportunities for growth and innovation in the retail sector.
- Manage relationships with key stakeholders.
- Ensure compliance with industry standards and practices.
- Contribute to the company's strategic planning and development.
Key requirements for this role are:
- A degree in Business, Marketing, or a related field.
- Proven experience in successfully leading change and transformation in Contact Centres for Retail Products
- Proven experience in a customer-focused role within the FMCG industry.
- Ideally operating at currently or previously in a Head Of role.
- Significant experience not only in building business proposals, delivering change to develop and improve operating practices, but also being able to engage the wider business and bring them along with you
- A blend of both the strategic and the operational as its crucial to success.
- Extensive knowledge of best-in-class customer service practices
- Demonstrated leadership skills and the ability to motivate a team.
- Be customer-centric with a commercial focus
- Proven experience in business process improvement methodologies would be advantageous
- Have an established track record of exceeding targets, KPI's in a fast-paced environment
- Excellent communication and interpersonal skills.
- Strong analytical skills and a data-driven approach.
- A competitive salary package
- A hybrid work arrangement to support work-life balance.
- A stimulating work environment that fosters innovation and growth.
- A generous holiday leave package.
- A chance to shape the customer experience strategy of a leading company in the drinks industry.