Deputy Head Customer Experience

We are seeking for a Deputy Head Customer Experience for our client a market leader in the consumer business space. In this senior leadership role you will be responsible for defining the vision strategy and execution of customer experience initiatives to ensure exceptional consistent and personalized interactions for both online & offline channels. You will collaborate closely with crossfunctional teams and is expected to have strong stakeholder & people management to be at the forefront of project execution. This is the role for you if you are a strategic decisionmaker fueled by the passion to spearhead organizational change.

Responsibilities

• Lead the development and evolution of the loyalty and rewards strategy to drive customer engagement.
• Oversee and enhance engagement with toptier customers.
• Offer strategic guidance on how the Digital Rewards program can recognize reward and nurture the organization's most loyal and valuable customers.
• Collaborate closely with the Insights team to segment customers based on preferences and needs enabling a more personalized digital rewards experience.
• Use the digital rewards program to support the Customer Lifecycle Management (CLM) team in achieving KPIs related to churn crosssell and upsell.
• Define reward and incentive structures source appropriate rewards and form partnerships that align with customer needs.
• Manage the loyalty platform provider and continuously explore ways to improve the program's capabilities.
• Create memorable experiences for toptier customers through exceptional service and delightful surprises.
• Advocate for the toptier customers to ensure they receive preferential treatment across all channels and touchpoints.
• Develop engagement strategies for toptier customers to reduce churn and increase ARPU
• Design bestinclass frameworks to ensure an optimal customer experience across all touchpoints
• Partner with Product and Channel teams to identify and resolve customer pain points driving continuous improvements.
• Advise GoToMarket teams on customer experience and journey strategies when launching new products.
• Mentor develop and retain the team focusing on empowering them and enhancing their capabilities.
• Foster a culture of continuous improvement and innovation within the team.
• Contribute to the CLM leadership team providing insights and value across Data Science Customer Insights Campaign Strategy and Digital Rewards.
• Continuously assess and optimize the performance of the Loyalty Platform provider.

Requirements

• Degree in Marketing Business or similar field
• Minimum of 12 years of work experience in a related role with 3 years in a leadership position
• Exceptional leadership and team management skills with the ability to inspire and develop a team.
• Strong strategic thinking and problemsolving abilities with a track record of executing successful customer experience initiatives.
• Excellent communication skills with the ability to collaborate with crossfunctional teams and influence internal & external stakeholders.
• Proficient in data analysis and customer insight tools with the ability to turn customer feedback into actionable strategies.
• Experience with digital and omnichannel customer experience strategies including ecommerce platforms mobile apps and social media engagement.
• Customerfocused mindset with a passion for creating exceptional experiences.
• Empathetic with strong interpersonal skills and the ability to connect with customers and internal teams alike.
• Proactive and resultsoriented with a drive to continuously improve processes and outcomes.
• Highly organized detailoriented and capable of managing multiple priorities.