Job Specification

Job Title: Customer Experience Director
Job Reference: SM 7744
Job Location: Milton Keynes, England
Salary: £80000 - £100000 per annum
Sector: Marketing
Job Type: Permanent
Date Added: 30/03/2018

Job Details

Customer Experience Director The Customer Experience Programme is a new undertaking and coincides with the introduction of the Customer Satisfaction Survey and the use of NPS. The role will be responsible for developing the methodology, processes and structures for the programme, as well as the development of the actual strategy and activity plan. Whilst the role is stand-alone in this aspect the Director will be able to call on a matrix-team of individuals to assist. These will form the Customer Experience Team and will be Customer Champions for the business in general and for their specific areas and teams. Furthermore, the Customer Experience Director will also work with the ELT to formulate cultural change towards a more customer-centric culture which will include developing training so that non-customer-facing and customer-facing staff can provide a great experience for our customers. *To lead and deliver the development from concept to execution, the Customer Experience Programme across the whole business. *To have responsibility and accountability for customer reporting and the management of the CRM systems and Customer data *To lead, and shape and manage the process and outcomes of all customer Bids and Tenders and to line-manage the associated team The role will work both nationally and internationally to create exciting new opportunities to create new jobs and businesses for the UK economy by securing both Government funding and winning commercial bids and proposals that deliver new Intelligent mobility solutions in the form of research, services, products and proofs of concept. The role will require additionally some public speaking, virtual networking and use of social media as a means of influencing public opinion therefore the ability to maintain a credible and authoritative public face is key. Customer Experience Director Responsibilities: *To provide, create, lead and manage the Customer Experience Programme. *To lead and manage all bid and tender activity *To manage and maintain the CRM and customer data so it is effective and compliant *To assist in creating a customer facing culture Customer Experience Director Essential Skills and Experience: *Qualified to degree level *Successful Customer Experience Management experience in a B2B environment *Marketing and / or Sales experience *Excellent written and verbal communication skills *People management experience *Proven successful Customer Strategy development *Extensive experience of commercial bids, proposals and tenders *Presentation and customer facing activities *Experience of using CRM Desirable Skills and Experience *Some knowledge of new and emerging technologies *Some knowledge of SME and Academia as a potential audience *Some knowledge of working with and for Government organisations


Contact: Stuart Middleton
Telephone: 0845 6000 965