Job DescriptionOur client are a household name with a strong stable of brands operating at a global scale. At a really exciting point in their evolution, this business unit operating within the Wholesale / HORECA Channel have created a new, omnichannel role aimed at delighting customers along their path to purchase journey and beyond.
Key responsibilities include:
- Developing and implementation of a customer journey strategy that aligns with our client overall business objectives, accelerating business growth.
- Lead the focus on customer centricity across the business and create a marketing culture that prioritises the importance of understanding the customer experience and journey.
- Collaborate with cross-functional teams to identify customer pain points and develop innovative solutions to enhance the overall customer journey.
- Conduct in-depth customer research and analysis to gain insights into customer needs, preferences, and behaviours.
- Turn feedback into action by gathering customer insights and translating them into strategies for continuous improvement.
- Implement and monitor key performance indicators (KPIs) to measure, adjust and improve the effectiveness of customer experience initiatives and drive regenerative performance and growth at scale.
Key experience required:
- Strong track record in delivering customer journey / CX within a multi-layered, matrix organisation;
- Exemplary CX understanding within an omnichannel environment, with a strong bias toward digital / D2C environments;
- Exceptional influencing & gravitas with great exposure to working with C level stakeholders both in the UK & Internationally;
This is an exciting role based on the outskirts of London (c.2 days a week in the office) that offers great development scope alongside a 6 figure package.