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Customer Experience Manager

VALLUM ASSOCIATES LIMITED
Job LocationLondon
EducationNot Mentioned
Salary45,000 - 55,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Our client is a Global Digital Media Advertising Agency, thye build campaigns. Shops. Robots. One-of-a-kind-experiences. Anything that will help transport people, brands and products. And always rooted in digital innovation. Its an approach thats seenus partnering with the likes of Samsung, Absolut, Coca-Cola and Jaguar Land Rover, creating enduring ideas for any marker - and within any medium.As a full service agency weve got plenty of experience in shopper marketing, experiential, traditional advertising, social, retail design and sponsorship - awards to show for it, too. In the past few years weve earned our share of Cannes Lions, Clios,POPAIs and Kinsale Sharks.Your Key Responsibilities: The role of Customer Experience Manager is to support European eStore teams to ensure the the end to end Experience for our direct to consumer customers is best in class.We believe that the best way for us to deliver against our $1.7bn revenue target in 2022, and build a solid foundation to achieve a 10% share of business target is through our customer - If we deliver the best experience, they will come back time and timeagain.This role will focus on:

  • Driving positive eCommerce NPS across Europe.
  • Supporting our subsidaries to launch a consumer forum in each market.
  • Succesfully integrate all DTC touchpoints across our departments, teams and divisions
  • Make the necessary changes to how we operate as a business
  • Share best practice from our markets to ensure we deliver better than best in class.
  • Influence the CRO roadmap based on consumer feedback and insights
  • Work closely with the Data team to deliver the right insights to the business
  • Contribute best practice from the eyes of the consumer to the business across all European eStore leads.
Key Responsibilities...
  • Own the Customer and ensure the entire DTC business starts with their needs and insterests.
  • Deliver improvements in processes and services to consumers
  • Bring a Consumer first mindset to our clients Teams across Europe.
  • Work with Subsidaries to align Consumer plans as part of their broader strategy and approach
  • Ensure that we deliver a customer first strategy across Europe to grow and develop B2B, EPP, Finance and others
  • Work with the the wider team to ensure the future roadmap for Samsung.com is delivering for the Customer
  • Work alongside the DTC Leadership team to ensure that we have insight from our consumers at the heart of everything we do.
What we need for this roleTo be successful, you will possess the following skills and attributes:
  • Customer Experience ownership in you last 2 roles
  • Empathetic in Character to consider the Customer First
  • Succinct and clear communication style
  • Self-reliant - takes accountability and responsibility
  • Comfortable working in a fast moving environment
  • Authenticity, integrity and transparency in the way they operate
  • Succinct and clear communication style
  • Self-reliant - takes accountability and responsibility

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