Customer Experience Director – Clientside Consumer Electronics

The Customer Experience (CX) & Omni channel Team is a new function within the European Marketing team with the core belief that both the consumer and shopper should be at the heart of the planning and decision making across the key accounts and all consumer touch-points – maximising the lifetime value of the consumer.

Customer Experience (CX) Director to deliver this vision we have the following objectives:

Pioneer Customer Experience initiatives  by implementing a net promoter system to drive behaviours.

Transform our relationships with our strategic international partners to collaborate on breakthrough shopper programs that produce market leading results.

Spearhead  the category drivers and own international account strategy to exceed the financial

targets outlined in the annual operating plan.

Purpose of the Role

The role will be responsible for the development and delivery of the Customer Experience improvement initiatives for all customers, across all touch points, ultimately to help the Company realise the ambition of becoming number one for customer experience in the mobile industry.

Director of Customer Experience Improvement is accountable for setting the Customer Experience Strategy, designing the service outcomes and prioritising the Customer Improvement agenda on behalf of the business, in order to improve the Organisation’s NPS score.

The role holder will do this in a way that builds sustainable customer satisfaction and advocacy, through leadership of

3 key areas:

  • Strategy and planning – setting the customer experience improvement strategy and defining and managing the overall prioritisation and roadmap of CI change
  • Customer Experience – designing the CX improvement initiatives and outcomes
  • CI implementation – co-ordinating and monitoring the work of teams across geographies to ensure consistent delivery

The role will be responsible for utilising an insight led approach, setting direction and prioritisation ultimately across the continuous improvement agenda. Success will be measured through a combination of commercial KPIs for the business and the customer NPS metric.