JOB DESCRIPTION

Purpose of the role

Reporting to the Commercial Director, the Customer Experience Director will create and lead the implementation of an innovative and exciting strategy that delivers a consistent and trusted brand experience on a multi-site, multi-channel basis, to create competitive advantage and ultimately drive revenue growth.

Key Accountabilities

Define and communicate the new Customer Experience vision by fully engaging with and inspiring direct reports, The Board and other key stakeholders.

Outline “the journey” to achieve the customer experience vision including key landmarks and measures of success.

Undertake an extensive programme to build a first-hand understanding of the current customer experience as seen through shoppers’ eyes, across all touch points. Overlay this with research insight to draw conclusions.

Identify and evaluate internationally renowned retail experiences and work with external brand/experiential agencies to build a new repertoire of theatrical, leisure orientated and experiential based shopper propositions designed for the short, medium and long term on a multi-channel basis.

Evaluate the current digital marketing strategy and the organisations current technology capability in collaboration with Central Marketing Manager and the CIO, to increase relevant and value-adding customer engagement as part of the overall customer experience.

In collaboration with General Managers, direct reports, IT & other relevant departments lead the efficient introduction of new propositions, whilst minimising the disruption to the existing business.

In collaboration with the Head of Commercialisation, identify & maximise the commercialisation revenue opportunities of new propositions.

Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience. Furthermore, encourage, recognise & reward the contribution of new ideas generation at every level.

Lead, manage, coach, develop and inspire direct reporting team of 3, with an additional 8 indirects

Present progress and measureable objectives & achievements on a timely basis to Board members and other key stakeholders.

Constantly build knowledge of thought leading customer experiences of UK brands and on an international basis to ensure the organisation becomes the reputed leader in creating the best & most consistent shopping centre customer experience.

CANDIDATE PROFILE

The ideal candidate is likely to be working in a dedicated senior leadership role with specific responsibility for a brand’s “customer experience.” Furthermore, expertise of delivering an integrated customer experience across multi-channel touch points is essential.

Candidates working for brands already renowned for delivering an excellent customer experience, or those who can demonstrate contributing to improving a customer experience will be most suitable.  We will consider candidates working in the following sectors; Retail, Shopping Centres, Hotels/Leisure/Entertainment, Airlines, Airports, Financial Services, Automotive, Mobile Telecoms.

Essential Experience

• A minimum of 15 years’ experience in a consumer marketing/commercial leadership role with a minimum 3 years’ experience with direct responsibility for delivering exceptional “customer experience.”
• Experience of operating in a multi-channel customer facing environment is essential
• Strategic planning & delivery leadership.
• Experience of operational management would be desirable.
• Management and leadership of teams
• Project leadership on a multi-site, multi-stakeholder level
• ·         Financial and budget accountability.

Advanced Competencies

• Strategic thinking & planning
• Creativity to innovate
• Analytical, research orientated
• Commercial acumen – justifying investment
• Customer engagement/focus
• Project management – delivery focussed
• Change orientated
• Influencing skills
• Attention to detail
• Communication & presentation skills
• Decisive leadership
• Inspirational
• Results orientated

Personal style and values

• Integrity
• Sincerity
• Humility
• Team orientated
• Responsible
• Challenging
• Ambassadorial
• Motivational
• Collaborative
• Inspiring
• Committed and dependable – Does what he/she says he/she will do.