An opportunity has arisen working for a mobile telecoms company in London as the Head of Customer Experience, leading a team of 3 Customer Experience Managers, prioritising and managing the division's workflow, identifying priority needs based on what the future customer experience vision is, and what will deliver the most significant and business critical impact.
- Location: London jobs
- Salary: £70000 - £80000 per annum + £7k car allowance, Bonus & blue chip bens
- Date posted: 29/06/2011 11:03
- Company: Blue Pelican Group
- Contact: Colin Doree
You will be responsible for shaping and prioritising the 18 month customer experience vision and plan. Your team will be responsible for the deployment of that plan, ensuring the vision becomes a reality.
Being this is a FTSE top 100 company, you can this means a complex programme of and lots of projects to successfully deliver to meet customer experience objectives. It will be down to you to prioritise your teams workload to ensure the vision is successfully delivered.
At the moment the team of 3 are leading on 6 major projects, whilst consulting on around 20 others. So it is critical, as the functional Head of Dept, you ensure your team optimise and appropriate their efforts to best effect.
This role requires someone with experience in the Customer Experience programmes, preferably within a large, service orientated company. But more importantly, is able to demonstrate a solid ability to manage and prioritise high volumes of work. Someone who has owned a portfolio of projects and is used to prioritising them against business and departmental goals.
Stakeholder management skills will also be high on the agenda. Once you've built the CE plan, you will need to feed this back into the wider business, gaining their buy-in to both the objectives and how they will impact them, as well as managing their expectations on the delivery.
This will also be a position requiring highly tuned commercial and analytical skills. You will be taking in data from across the business. Looking at things like quantitative trackers, operational insights from things like call centre data, data from retail channels, feedback data direct from customers on how they feel about the current experience delivered over certain channels. The decisions you take from these insights must be commercially viable and represent sound business sense.
This opportunity is going to be unique. The influence you and your function will hold over the company's entire consumer business space will be immense. So it requires a suitably credible individual with a solid track record of delivery to take control of the reigns.
Role: Head of Customer Experience - Implementation and Evaluation
Location: London
Salary: £70,000 to £80,000
Benefits: Car allowance, good bonus, pension, healthcare, life assurance, etc.
EXPERIENCE NECESSARY
- Demonstrable experience in being able to prioritise large workloads effectively. Identifying which projects will have the most significant positive impact and can also present the best commercial outcome for an organisation
- You must be a senior leader who has a proven track record of delivering projects in large businesses which enhance the customer experience
- Competent leader, with solid stakeholder management skills
- Able to get buy in from senior leaders, up to board level.
- Experience working for a large, preferably service based operation, in a B2C capacity, who have multiple channels of interaction with their customers (online, retail, call centres, etc. Industries of interest (but not limited to) include retail, financial services, retail banking, insurance, utilities, technology, telecoms
- Have owned the delivery of a large portfolio/programmes of work (preferably in the customer experience domain), and it's deployment through a team of direct reports.
TO APPLY
For further information on this please contact:
Colin Doree
Blue Pelican Marketing
01892 507 100
colin.doree@bluepelicangroup.com
For more vacancies which may suit your needs, please visit us at www.bluepelicangroup.com
