Global Customer Experience Strategy Manager
Location: Central London, twice a week
Salary: Up to £50,000 base or contractual equivalent
 

What are the different drivers which influence consumer buying behaviours and brand preference at a global, regional and country level for luxury clothing brands?

Are expectations and motivations for consumers different in the UK, Germany, UAE or Singapore, for example?

You’ll be joining the global function for one of the world’s biggest names in luxury retail and fashion. The team is responsible defining and implementing global strategic initiatives which drive enhancements of customer experience and engagement, which in turn drives revenue by retaining customers and increasing lifetime value.

You’ll be joining a team who are responsible for overseeing global customer experience strategy. Defining key strategic and operational roadmap projects which get executed through regional teams.

Your role will be aligned to overseeing research and insight projects covering both qual and quant studies. Using a panel of agencies who execute voice of the customer projects, NPS and CSAT studies.

You will be looking to give these research projects meaning. Identifying the key insights and narratives within. Translating them into meaningful stories and insights which translate targeted strategies to drive engagement and grow customer value.

You’ll be working closely with regional teams who ultimately deliver and activate on your strategic recommendations. So in addition to the research side, you’ll also be working in a project management capacity to oversight on the translation of your strategy into action by those teams. Ensuring timelines are met and the proper outcomes achieved.

To make things effective, the strategies you create need to be both actionable and measurable.

For example, the global team have recently implemented a new global customer experience measurement programme. If you were part of the team, you would have supported on the creation of the strategy behind this programme, and overseen regional engagement in how it was being rolled out.

Ensuring its adoption and effectiveness in day-to-day usage by the regional teams. Measuring the impact of change the programme is supporting the regional teams to achieve. As well as ongoing business communications which support embedding the programme by sharing best practice, regional level wins, etc. too.

About the business

The business you’ll be joining is a high profile luxury brand. One which extends beyond clothing lines and into lifestyle, home and more. Despite their distinctive image, their brand holds a broad appeal which connects with most consumer segments. Including aspirant but value driven consumers, right through to super wealthy.

The global customer experience team is also quite lean, just five in total and this is a new headcount for the team. Yet the business itself is massive and very complex. So your wider stakeholder network is going to be diverse, and matrix in nature. With colleagues based all over the world which you’re going to be engaging with regularly when executing strategic initiatives.

How this role is being engaged

This is a permanent headcount requirement and the hiring process will reflect that of a permanent position. But it’s worth noting the initial engagement will be handled by a contract basis, until such time as the company is able to transition you across to permanent headcount.

Interview process

There will be three stages, the first two being 1-2-1 via video link.

The third stage will be in person, and will require a presentation as well a meeting with the global team leader for this function.

Key Experience Needed

• A background in customer experience based research projects. Including things like journey mapping, segmentations, voice of the customer, NPS, CSAT studies
• Evidenced ability to translate research data into actionable insights which you’ve helped evolve into customer experience strategic initiatives
• Project management skills – overseeing the deliver of strategies, creating timelines and project documentation for this
• Experience in the above has largely been for B2C or D2C businesses
• Agency, consultancy or client side experience is all similarly relevant and transferable

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment, Marketing, Digital & Data
Blue Pelican
01892 507122
colin@bluepelican.com