28th August 2019

Head of Customer Experience

Reference: BBBH16796

Location: London Job Type: Permanent Salary: £65,000 - £70,000 Date Posted: 28/08/2019

Are you a senior customer service professional with a strong leadership background?

Do you have exceptional marketing and brand experience within a multi channel environment?

Would you like to work for a leading company with excellent career opportunities?

We have a very exciting role with a rapidly growing business as they are looking to add to their senior management team. If interested, or would like to discuss in confidence, call Alex on 02890 313157 or email [email protected]

The Job:

Using data and customer driven insights, the Head of Customer Experience will play an essential part in forming and driving strategies that enable personal, relevant customer experiences across all customer touchpoints (web, mobile, instore, on the phone), supporting local marketing and operations teams across all segments to optimise and drive business performance. As a key part of our marketing strategy, this centre of excellence role, will guide and inspire markets to maximise our opportunities for customer engagement.

What you will be accountable for:

  • Starting from the first touchpoint, through to successful leads and sales, through to reengaging; manage end-top-end customer experience projects.
  • Understand, develop and transform the customer experiences across all company customer touchpoints, including: B2B and B2C websites; mobile experience; instore experience; and digital and telephone servicing channels.
  • Continually optimise and improve the journeys using attribution models, data driven decision making and agile.
  • Examine and optimise the journey for our internal customers to inspire and empower them to serve better
  • Capturing and distilling customer insight, using tools and analytics to bring a thorough and detailed understanding of audiences across channels and throughout the customer journey – including their behaviours, attitudes, conversations, expectations and intentions, to deliver tangible benefits.

Assessing the capabilities required to deliver the future journey; building roadmaps articulating how future journeys will be implemented; working with colleagues from across markets, research & development, infrastructure, operations and others to deliver projects

The Person:

  • 8+ years’ experience working in roles spanning a range of marketing and brand, including developing strategy and delivering customer/user experiences across a variety of channels and touchpoints.
  • Wide experience and good knowledge of data and insight tools.
  • The ability to capture and distil customer insight – creative problem-solving ability, inquisitive mind-set, comfortable with working in ambiguity.
  • Up to date with how people are behaving and how marketing activity/content is performing across different digital platforms/networks/devices.
  • First-hand knowledge of onsite and instore merchandising, optimisation (SEO), and current usability best practice across a range of platforms and touchpoints.

Next Steps:

Please submit your application or speak to a specialist consultant in Abacus on 02890313157 for a confidential career discussion. Did you know? Abacus is NI’s only Highly Rated Recruiter with 4.5 Stars for customer satisfaction (Independent review site Feefo).

If you think you have the right skills to join our team, then get in touch. If you know someone returning/re-locating to NI then www.belfastforlife.com holds the information on quality of life, cost of living etc.

The team in Abacus manage a range of permanent, contract and temporary appointments throughout UK and Ireland. You can find our terms and conditions and Privacy Policy on www.abacus.careers

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