Skip to main content

This job has expired

Head of Customer Experience

Employer
The Scout Association
Location
Lancing, West Sussex, United Kingdom
Salary
£46910/annum
Closing date
17 May 2019

View more

Sector
Business
Contract Type
Permanent
Hours
Full Time
We have an exciting opportunity for a Head of Customer Experience to join our team based in Lancing on a full time, permanent basis. As Scouts, we believe in empowering young people with skills for life. We encourage our young people to do more, learn more and be more. We believe in bringing people together. We celebrate diversity and stand against intolerance, always. We’re a worldwide movement, creating stronger communities and inspiring positive futures. About the Head of Customer Experience role: Reporting into the General Manager the main responsibilities of this role will be accountability for delighting our customers and ensuring technical service excellence at all customer support touch points. They will ensure that our customers are happy and that we are engaging with them at all levels. They will ensure that adequate measurement and regular reviews of the delivered services are being undertaken. They will develop and implement a compelling marketing strategy to extend our reach, connect with our customers and drive traffic to all of our ecommerce platforms. What will you be doing as a Head of Customer Experience? - Responsible for delighting our customers with excellent service and be the champion of the customer in the  senior management team. - Develop our technical excellence across all customer touch points. - Keep Scout Store and World Scout Shops customer service satisfaction levels at 90% or higher on Zendesk. - Identify key opportunities with the business to further improve our service proposition. - Keep our ecommerce platforms customer focused at all times and look for ways to innovate and improve the experience. - Introduce a more agile way of working to react to the changing landscape in the retail industry. - Develop our team to delivery truly exceptional service - Create a compelling marketing strategy for SSL, WSSL and SSL Wholesale eccomerce platforms to extend our reach, connect with our customers and drive traffic. - Deliver updates at the trade meetings and some board meetings on our peroformance versus key marketing KPI’s. - Manage the marketing budget and increase the ROI of our campaigns. - Work closely with the comms team in HQ and foster a collaborative approach to connect better with customers. What we can offer you as our Head of Customer Experience: - 25 days holiday per annum + bank holidays - Additional holidays between Christmas & New Year - Life Assurance - Simply Health Scheme - Generous Pension Scheme What we are looking for in our Head of Customer Experience: - Faultless stakeholder management skills. The ability to get not only senior team on board with your vision but also your peers and the wider association. - Experience of innovative methods such as design thinking and customer journey mapping. - Demonstrable experience of coaching and mentoring an entire organisation to work together in design thinking and an agile approach. - A creative mind to inspire and drive an energetic team to do better and continuously improve. - Educated to Degree level or equivalent level of experience. - Proven experience in a similar role. - Experience of leading the implementation of successful customer experience and marketing strategies. - Experience with analytics and customer insights. - Experience with negotiating contracts. - Ability to conduct and present research into new customer experience solutions. -  Arrange and participate in cross functional working groups across whole organisation. - Retail background, ideally a wholesale or ecommerce environment. - Experience of driving agile and creating a truly agile culture. - Track record of delivering successful customer experience focused projects/improvements Don’t miss out on the opportunity to join our fantastic team! Click ‘Apply’ now to become our Head of Customer Experience Term: Permanent Hours: 35 hours per week Salary: £46,910 per annum Closing date: 30th April 2019 at 23.59 The Scouts is an equal opportunity employer and we are committed to diversity and actively seeking applicants from a wide range of backgrounds. Strictly no agencies

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert