Business Transformation Senior Programme Manager

2 weeks ago

London, Greater London, United Kingdom DS Smith Full time
Global Programme Manager - CX Transformation page is loaded Global Programme Manager - CX Transformation
Apply locations London time type Full time posted on Posted Yesterday job requisition id R-6050 Permanent, full time 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 FMCG and e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular and innovative solutions for our customers and wider society – replacing plastics, taking carbon out of supply chains and providing new recycling solutions .

Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people .

We have embarked on a significant customer experience transformation journey.

An essential part of our strategic plan, this transformation will be at the heart of DS Smith's future, delivering new and improved capabilities to ensure we remain a market leader in the experience we deliver for our customer s .

To do this, we need a n experienced CX Programme Manager, who will lead and oversee the planning and execution of our global CX t ransformation programme.

You will work closely with the Head of Customer Experience and senior functional regional, local, and global leaders, driving CX projects and programmes to deliver our strategic customer experience transformation agenda.

D efine a transformation roadmap and programme of work to deliver the business objectives and future states
Establish and lead a multi-dimensional programme across all areas , markets and functions including insights and analytics , new solution development, digital & data, process improvement, new skills & capability, organisational re - design and people-centred change
Lead, connect and motivate the programme team to achieve the programme objectives including project managers , regional programme managers , subject matter experts , business leaders and external partners

Define and execute the programme's implementation plan; ensuring the programme's efficient design and execution, and proactively monitor its overall progress, identifying emerging issues and managing and resolving risks to the programme's success
Identify , engage and influence the programme's key stakeholders to contribution to the business objectives
Adopt and promote the DS Smith Programme/Project Delivery Framework principles and standardisation, driving the implementation and improvement of the Framework

Work with IT to embed new digital technologies as part of new business solutions to deliver transformed customer experiences.

Deep experience of defining, leading and delivering multi-dimensional international programmes including Customer Experience Transformation
Delivery/Programme/Project experience, with preference to those with Marketing/Sales and B2B / B2C manufacturing experience
Excellent stakeholder management and communications skills – proven ability to deal with stakeholders from the senior management level to the shop floor
Strategic and Commercial Acumen, with excellent leadership, management and influencing skills
Development of transformation roadmaps and deployment of execution frameworks
Good working knowledge of Agile delivery techniques, frameworks and mechanisms
Degree or equivalent work experience, preferably with business and technical background
Certification in Project Management (Prince 2, MSP, and PMP) (desired).
Competitive salary
25 days holiday plus bank holidays
Car Allowance
Pension scheme , life assurance and income protection
Employee Assistance Programme
Employee Discounts
Cycle to work scheme

Location:
UK or Belgium - remote with travel (c.

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and paper making operations.

We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials.

Through our purpose of 'Redefining Packaging for a Changing World' and our Now and Next sustainability strategy, 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.

Our bespoke box-to-box in 14 days model, design capabilities and innovation strategy sits at the heart of this response.

Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people and we are a Strategic Partner of the Ellen MacArthur Foundation.

Our history can be traced back to the box-making businesses started in the 1940s by the Smith family.
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