Accountancy & Finance

Head of Customer Experience

  • Location: Leeds
  • Salary: £70000 - £80000 per annum + Benefits
  • Type: Permanent
  • Job Ref: FMSH-35424
Click to Apply

This vacancy is managed by:

Sarah-Lee Neesam

Sarah-Lee Neesam

07967 644 005 / 01924 635 007 / 01709 723 248

[email protected]

Join my network on LinkedIn

Job Description


Head of Customer Experience (Yorkshire)

Elevation Recruitment are excited to be the Exclusive Retained Partner to ITW Fluids Europe in the recruitment of a new Head of Customer Experience. 2-3 Days in the office with travel internationally when required

They have been on an exciting journey executing a strategy centred squarely on their commitment to leveraging the differentiated performance capabilities of the ITW Business Model to full potential across the company. Through the execution of this strategy, their aim is to position the company to deliver top-tier industrial sector performance over any five-year period regardless of the environment.

This role is responsible for a team of circa16 across Divisional units in the UK, Denmark, France, and Germany.

This role will include

• Own the entire customer experience strategy, putting in place strategic frameworks to reduce friction and inefficiencies in existing customer journeys and make them future-ready by gaining alignment on the digital infrastructure that will support future customer needs
• Ensure all executives have a clear understanding of the company’s vision and goals for customer experience excellence, and of the role each leader and their team play in delivering on this outcome
• Establish clear performance metrics for the cross functional teams that ensure alignment to the customer vision and goals.
• Develop and maintain a comprehensive portfolio of customer insights and analytics that provide an integrated single view of each customer, 360-degree view of customer experience for each segment and reports that compel strategic action systematically across the company.
• Provide overall leadership to Customer Service Representatives in service and delivery to all customers meeting Market Rate of Demand (MRD) and ITW revenue forecasts.
• Position, plan, organise, assign, and direct all Fluids customer service and support department operations
• Build a complementary, proactive customer success strategy, proactively initiating contact with customers around Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, upsell etc.) to alert the business to opportunities (not just problems) and ultimately support Sales in influencing an aggressive Fluids growth agenda.

Skills and Experience:

• Bachelor’s degree in Operations Management, Business Management, Marketing or related field (or significant relevant experience).
• Significant experience and demonstrable success in customer experience and functional transformation, including customer journey mapping, sales, marketing and customer service / success processes and best practices.
• Experience of successfully leading and developing culturally and geographically dispersed teams.
• Comprehensive understanding of the customer experience digital ecosystem (CRM, DXP, Marketing Automation, plus ERP systems).
• Desire to understand customer pain points and feedback to develop actionable improvements.
• Advanced knowledge of Customer Experience best practices and how to implement them founded on customer service management experience (preferably in a manufacturing B2B environment).
• Demonstrated Change Management and Business Process Reengineering expertise, demonstrating an ability to challenge, build credibility and work collaboratively with colleagues at all levels, across functions and geographical boundaries to deliver goals and influence behaviour change.
Click to Apply

This vacancy is managed by:

Sarah-Lee Neesam

Sarah-Lee Neesam

07967 644 005 / 01924 635 007 / 01709 723 248

[email protected]

Join my network on LinkedIn


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