Customer Experience Director
Greater Manchester (office based, full time) · Senior leadership package, C£110,000 + Benefits
Lead the customer function for a large multi-brand retailer, at the point where the whole operation is being rebuilt around the customer and run as a commercial contributor rather than a cost to manage.
Retail customer functions carry more moving parts than most: high volumes, seasonal peaks, returns and refunds, and customers who compare and switch in seconds. This is a transformation post. The contact centre is moving off an outsourced model, new technology is coming in, and the function is being redesigned from the ground up. It suits a customer leader who wants the room to build, not a narrow slice of an operation that already runs itself.
What you'll own
- The design of the customer operating model, and the commercial case for what the function becomes and where it sits
- The move of the contact centre from an outsourced model, one of the largest and most complex decisions in the role
- The technology agenda: choosing what comes in, and getting the business to adopt it and use the data properly
- Service design across the moments that carry the most weight in retail, including returns, refunds, peak trading and the balance of automated and human channels
- Retention and the commercial numbers behind loyalty and repeat purchase, and the plan to move them
- Building and coaching the team, setting clear measures and lifting capability across managers and agents
You'll sit on the senior leadership team with direct access to the CEO, work closely with Trading, Operations, Marketing and Technology, and be trusted to make the calls that decide what this function becomes.
Our ideal applicant
- A customer leader who has owned a customer function end to end in a high-volume, multi-channel retail or consumer business
- Has led real transformation of a customer operating model, ideally including a move from outsourced delivery to in-house
- Has brought in technology and knows the difference between buying it and getting a business to use it
- Runs the function commercially, with retention and cost numbers you can talk to
- Comfortable with the pace and complexity of retail, and drawn to building something rather than maintaining it
The package
- Competitive senior leadership package, C:110,000 full details shared on application
- Full time, office based in Greater Manchester
