Posted: | 16/04/24 | |
Recruiter: | DS Smith | |
Reference: | 2748144562 | |
Type: | Permanent | |
Industry: | Sales | |
Salary: | Competitive | |
Location: | London | |
Description: | About us DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society - replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions. Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people. About the role We are currently embarking on a Customer Experience transformation journey. An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future. Our aim is simple - to become our customers partner of choice by enhancing their experience and gaining their loyalty. To do this, we require a CX Performance Manager, who will work closely with local and global stakeholders to embed a customer insights driven continuous improvement cycle along the entire customer journey and across all DS Smith markets. In this role, you will lead the development and deployment of a Customer Experience performance management solution. You will define business requirements along the different customer facing functions, like metrics, insights, process, frequency, channels, visibility etc., you will set up the right supplier partnerships and design and develop a CX solution, that you will then deploy across all markets and continue to support and develop. You will work closely with the business to use the CX management solution strategically to drive value and capture best practices. You will share those best practices and report on CX performance across the business, leveraging customer insight from all channels to better understand customer needs and amplify the Voice of the Customer. Your remit will include but not limited to:
About you
Benefits
Location: London (Paddington) - hybrid | |