Senior Customer Engagement Manager

London (Greater)
10 Oct 2018
14 Oct 2018
Contract Type
Full Time
We currently have an exciting opportunity for a Senior Retail Customer Engagement Manager to manage the development and delivery of the Retail Customer Strategy as part of the Retail plan, to step-change Customer Experience on the High Street.

Senior Customer Engagement Manager (Retail)

London based

12 Month FTC

All aspects of the Retail Customer Experience are designed and delivered by the Customer Engagement team, from our Customer journey, through to a range of operational and technology improvements designed to make the customers lives easier and the Retail stores more engaging and efficient.

Role purpose:

Key Responsibilities & Accountabilities:

* To lead and develop a small team of Customer Experience Managers to deliver best in class Customer Experience within our Retail channel
* To own and develop components of the Retail strategy and plan to move us to market leading and #1 for Service.
* To own and develop our In-store Customer Journey and ensure that our Retail format strategy is clearly aligned to support our Customer ambition
* To ensure that our sales and service models facilitate and encourage easy cross- channel/, Omni channel customer movement.
* To develop concepts and lead the introduction of new capabilities to our Retail Estate to improve the experience that we offer to our customers
* To work cross-functionally with stakeholders across the business to ensure that policies, processes and product launches are fit for purpose for our Customers engaging with the Retail channel
* To continually review the customer experience of our competitors and other relevant organisations, ensuring that our ambitions deliver a market differential
* To support and challenge the Retail organisation in the cultural transformation to become customer – obsessed ,continually championing the voice of the customer
* To represent the Customer Engagement team and steer Customer Experience decisions through Retail Leadership and outside channel forums

Key Challenges:

* Ensuring consistent delivery of Customer Experience within our Retail Estate
* Launching new Customer Experience initiatives right first time with high engagement
* Influencing strategy and direction to ensure ideas and concepts become a reality

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