Group Customer Portfolio & Success Director
Can be based in London, Essex, Paris or Madrid (open to other locations)
We are currently working with a market leading business services company, Private Equity backed and operating across multiple countries in Europe, who are currently going through an interesting and high profile Customer and Product focused transformation. The company are looking for an ambitious and impact-oriented Group Portfolio & Customer Experience Director to become part of the Commercial core leadership team, which will be a newly created appointment for them.
As Group Customer Portfolio & Experience Director you will oversee strategy and execution for group Customer Success programmes. This will encompass working closely with the CMO, the broader Group Executive Team, and each of the operating countries to create a cohesive and collaborative approach to customer experience, portfolio development and loyalty, as well as ensuring that these ideas are brought to fruition and implemented into the local regions. You will offer a blend of thought leadership and execution for group Customer Experience, helping to identify opportunities, solutions and ideas for improvement as well as delivering significant improvements in this area through key initiatives.
You will have the opportunity to work across different geographical markets to drive change and implement new ways of working related to customer experience including looking at impactful ways to achieve positive results in upsell, cross sell and customer retention within an international organisation. By building a clear understanding of the business and customers relating back to the group strategy, then working to implement this successfully, this is an exciting position within the business where you will be very visible and an important part of the customer strategy.
Your work will involve collaborating with our functional leaders (Sales, Marketing, Operations), the broader group marketing team and country Marketing and Operations Managers to ensure that the right tools are built and, more importantly, adopted in a way that enables our growth.
A key focus area early will be developing and implementing a customer experience NPS program in close cooperation with the CMO and the country marketing and ops leads.
You will also be leading the development and implementation of best practices to improve cross- and upsales, other value enhancements and customer retention.
You will work directly with and report to our Group CMO, becoming a part of the CMOs leadership team.
This role will ideally be based out of London, Paris or Madrid, and will involve regular travel within Europe.
Collaboration and teamwork: We work across our European and international markets, and very closely with our top 6 markets, so your ability to collaborate and engage successfully with the markets is a key determinant of success.
Communication: You have the ability to structure thoughts and presentations in a way that resonates with local audiences, and to drive adoption of your ideas towards outcomes.
Customer experience and portfolio experience: You will be working across markets to implement customer experience and value development of our customer portfolio. Experience from implementing customer experience programs, NPS, cross- and upsell and retention is key to your role and your skills in systematically achieving impact in these areas is essential. Experience setting up Customer Experience an NPS programs is a significant advantage, either as a consultant or a company employee.
Data-driven: We are en-route to becoming a data-driven organization and have begun an ambitious Enterprise Resource Planning project; being comfortable with data is a key skill to succeed in this role as we frequently base our decisions on data from trials.
Willingness to learn: We believe strongly that personal growth and development drives employee engagement, and therefore our performance as a team; a willingness to learn and adapt is a key enabler of your success.
If you think this could be relevant or of interest for you and would like a confidential discussion, please apply with your CV and we will get in touch.