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An established yet growing retail business in the luxury market on a global scale are looking for a Head of Customer Experience/ Customer Optimisation Manager to own the entire customer journey within their rapidly expanding and changing customer base. Reporting directly into the MD, you will play a crucial role as the business goes through a digital transition.
You’d get the excitement of a young business with the security of a privately owned business with a new board of directors who are fully investing into tech and innovation. Their ecommerce sales have grown from £2m in 2019 to a forecast of £8m this year.
They are a fully remote business, so you’d be home based and only need to come to meet the wider team for collaborative and to be social.
The Head of Customer Experience/ Customer Optimisation Manager will:
*Develop and implement the customer experience and journey in line with the business strategy.
*Build and maintain a solid communications channel with customers and stakeholders.
*Establish reporting and performance metrics to measure the customer journey, capture customer behaviour.
*Analyse customer data and understand what improvements can be made to optimise the customer journey.
*Shape development of the customer experience by monitoring client feedback.
The Head of Customer Experience/ Customer Optimisation Manager must have:
*Have a strong background within customer experience in any consumer sector, such as eCommerce or marketplaces
*Functional experience working with CRM and ERP solutions and supporting with software implementation.
*Have the ability to break down complex problems and communicate effectively across different functions to identify potential solutions
*Highly capable communicator and collaborator with the ability to work cross functionally at all levels.
This in an excellent opportunity to join a growing business during a heavy growth period and come in at a senior level within the business.
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