Assignments

Propositions & Customer Experience Director

Introduction

A specialist omni-channel retail and service giant in the UK with a product and service offering second to none. Culturally, it’s a hard-working, grounded business with passion and pride woven through it’s colleague’s DNA.

Context of this role within the organisation

  • A new role which will lead a further transformation in customer for the group
  • Significant progress over last few years in creating a strong foundation within data, insight, customer experience measurement and CRM
  • An ambition now to become a truly customer-centric organisation with customer at the heart of all decision making
  • An opportunity to join a new chapter within the business and lead this step change in customer platform, a deeper relationship with our customers to deliver lifetime value and move the business from customer aware to customer obsessed
  • The Propositions Team will know and be connected to the customer more than anyone else in the organisation. They will be a true ‘Voice’ / ‘Champion’ of the customer, ultimately ensuring customer satisfaction and experience are woven deeply into the business culture

The Role

End-to-end accountability for the development of Group Services propositions, a key strategic growth priority for the group. Working collaboratively with colleagues across the organisation to bring concepts and services to life through physical and digital customer experience.

Accountability and deliverables:

  • Setting end-to-end experience vision, championing delivery and executional excellence of customer journeys relating to Services
  • Leading and developing strategy – customer promise, brand, solution and guardian of keeping business true to delivery against these strategies
  • Category management – customer evaluation / market assessment / mapping, gap analysis / range, brand, price hierarchies / architecture reviews / services promises / capacity building / solution outputs
  • Creating end-to-end customer and solution propositions for Services over multi-year horizons both the tactical, day-to-day as well as the strategic / differentiators
  • Market expert and predictor of trends / uses data sets to ensure we lead first
  • Customer voice / advocate and knowledge lead – understands customer groups inside out – leads all change to keep these customers loyal and to acquire more / leads narrative internally to galvanise customer first culture and growth
  • Business case development and ownership
  • Seeking Stakeholder expertise and engagement
  • Accountable for all customer change, all customer propositions / solutions and journeys within the group – new and existing to lead our market uniqueness and deliver our financial, strategic and customer KPIs
  • Set annual sales budget with customer led approach to financial planning
  • Create a persistent focus on customer so it is at the heart of all decision making – bring the customer to life, constantly sharing evidence why the customer matters
  • Lead and own a reorientation and a reprioritisation across the business around customers – engage the front line colleagues through to the Executive Team
  • Deliver actionable insight from all data points to anticipate customer needs and to drive business change, influence strategic vision and investment
  • Drive brand equity and a competitive edge by consistently delighting customers
  • Optimise emerging technology (AI, machine learning, personalisation) and understand how this can accelerate growth and foster better innovation
  • Develop and engage a high performing team, creating a strong talent pool and clear succession plan
  • Set and measure customer return on investment whilst tangibly improving cash ROI’s and create a framework to support acquisition and retention with clear competitor goals to support business strategy

You must be able to demonstrate

  • Senior leader of proposition development within a customer-focused, B2C omni-channel environment
  • Experience within a service-led business is key
  • A champion of customer with a natural ability to connect with customers – using insight and deep understanding to intuitively lead change for the good of customers
  • Commercial acumen with a track record for translating actionable insight into creating and developing customer propositions to differentiate and lead market
  • A strategic leader who has a futuristic thought leadership to bring vision but is grounded in pragmatism to influence the operational delivery execution to deliver the ambition
  • Skill set to be able to develop selling journeys across touch-points for customers to compliment buying function
  • Adept at breaking down organisational silos to create a customer-first mentality across physical and digital channels – experience of a digital-first environment/UX model would be highly desirable
  • A talented and experienced leader operating with vision, clarity and care
  • An analytical driven approach to decision balanced with rooted with common sense and customer intuition – ability to understand and interpret information from varying and complex data set, bring together different channels and platforms, derive meaning from it and make decisions at pace to optimise
  • A customer experience expert who understands and champions customer service excellence
  • A creative and innovative mind – generating new, actionable and relevant ideas to drive growth
  • Gravitas, energy and ambition to lead the charge – impact and influence skills which ability to lead with clarity and conviction, to bring all levels of the organisation with them
  • Strength of stakeholder management with high collaboration and cross functional expertise at all levels of the organisation
  • Curious, tenacious, driven and a change catalyst

Interested candidates should apply below.

Due to the high volume of applications we receive, we are unable to respond to everyone individually. If you have not heard back from us within 7 days, please assume that we will not be progressing your application on this occasion.

Apply for this role

Apply for this role

Interested candidates should apply using the form below or email Rob Hill quoting job reference BPE 51607 RH


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