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Head of Customer Experience

Ref: 9220482

  • Highly Competitive
  • 18 Feb 2020
  • Dublin (South)
  • Perm

Head of Customer Experience | FMCG Brightwater Executive has been retained to appoint a Head of Customer Experience for a global, market leading food organisation. With overall responsibility and accountability for the Customer Service Centre, and working cross functionally with other key stakeholders, delivering the best in class experience for their customers through various channels.

Responsibilities:

Customer Experience • Liaise with internal and external stakeholders to foster an effective customer focus / ethos, and develop new and innovative ways to create and maintain long term relationships and ensure that every customer is serviced consistently and according to their individual needs. • Understand customer key growth drivers and ensure full service committment to these opportunities to maintain the position as partner of choice. • Identify, develop and drive continuous improvement initiatives, across all platforms including digital.

Commercial

• Review and develop sales methodologies, processes, tools and capabilities aligned to company strategy to deliver sustainable and strong revenue growth. • Work cross functionally with relevant departments to identify, track and support achievements of functional and day to day KPI’s, goals and objectives in line with strategic and commercial objectives. • Provide clear direction, guidance and support to the Customer Service team in order to achieve daily KPI’s on every customer and sales call.

People

• Lead and take accountability with internal stakeholders for all people and onboarding management • Proactively engage with other key stakeholders as part of Employee Engagement and Culture Journey for the business and to build greater employee appreciation • Develop and embed competency framework as a platform to identify role requirements/performance expectations and provide for structures which provide for clear talent, development and career paths. • Build upon a coaching culture as part of delivering results, improving performance, sales capability development and maximising individual potential

Qualifications

• Business / commercial degree • Significant knowledge of the FMCG/Retail sector • 8+ years experience within a customer service centre environment • Technology and process change and implementation • Strong people management experience • Strategic and commercial acumen • Effective leadership and influencing skills For further details on this appointment please contact o.brennan@brightwater.ie ref. 9220482