Cx Enablement Manager

2 weeks ago

Altrincham, Trafford, United Kingdom Experis LTD Full time

CX Enablement Manager

Hybrid Remote based in London

Permanent

Competitive Salary and Benefits Dependant on Experience


We are currently looking for a Customer Experience Enablement Manager to join DS Smith, a global leader in sustainable packaging solutions, in their brand new CX team.

Whilst they are already a market leader in sustainable packaging, they are aiming to completelyredefine how the business interacts with customers, to set them apart from the competition.

If you want to join a team where you will help to reinvent and deliver exceptional customer experience, then we would love to hear from you.


This role is perfect for someone who has managed customer experience programs and now wants to enable rather than manage them to help support with growth and make sure the team can achieve its full potential.


You will be joining the team tasked with designing, developing, and delivering customer experiences that will redefine packaging for a changing world.

They are a leading provider of sustainable packaging solutions worldwide, operating in more than 30 differentcountries and employing over 30,000 people.

DS Smith has several programmes that will be delivered over the next 3+ years to support an ambitious agenda and global CX strategy will be at the centre of delivering regional benefits for the business.

You willbe a part of defining the global CX Strategy for the business and be hands-on in implementing this in overseas customer markets.


What will you be doing?

  • One of the main responsibilities of this role is to create the conditions in which every employee can deliver the stateoftheart customer experience that DS Smith are looking to achieve.
  • You will be supporting the change project at an employee level by making sure the relevant teams have everything they need to deliver, by reviewing processes and systems, and upskilling through development programs.
  • Alongside this you will be implementing new processes and testing customer feedback against these processes before creating action plans.
  • A key element of this role is having good stakeholder management skills. You will need to find common ground with employees in various departments within the business to allow for growth and change.

What are we looking for?

  • DS Smith are looking for someone who has experience in building and delivering effective training programs, as you will be supported by the Training and Development specialist.
  • You will be able to put yourself in the shoes of the employees who deal directly with clients to make sure training and development is focussed on providing the best customer journey possible.
  • This is an exciting opportunity to help shape the new CX team by growing and developing as you go; this will be achieved by being a creative and collaborative team player.

Company Values


DS Smith has around 30,000 talented individuals working across three Continents - from China to North America - and they are growing every day.

Together they are working to build a more sustainable world.

To make that possible, they are creating a cultureof inclusion, where everyone is respected and valued - and where everyone has a voice and can thrive.


Sustainability sits at the heart of their business model and is core to their Purpose of 'Redefining Packaging for a Changing World'.

They are already keeping valuable resources in use, designing waste out of customer supply chains, and protecting naturalresources too.

Their aim is simple:
to make the packaging industry more sustainable.

They believe corrugated packaging is a sustainable alternative to problem plastics, and their entire business is built on the circular model.

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