Senior Director Global Customer Experience

We Make Life More Rewarding and Dignified Location: Winnersh

Department: Marketing

Summary

At Hollister, our Mission is to make life more rewarding and dignified for those who use our products and services. The Sr. Director, Global Customer Experience will have a significant impact on fulfilling our Mission by designing and implementing superior customer experiences for those who use our products and services. In this role, the candidate is responsible for the strategy, defining and directing the implementation of a global, streamlined and superior customer experiences throughout the customer journey. The candidate will have a dual focus: 1) a passion for the customer and the customer journey and 2) a vision and plan for scalable, agile, standardized processes and systems. Through these two avenues, the candidate will lead the design and delivery of a best-in-class customer experience and help to fulfill our Mission and Vision as a Company.

Responsibilities

Define Strategy for Customer Experience

• Define and lead the strategy and vision for Global Customer experience, with a dual focus on the customer journey and designing global process & systems
• Set forward a transformational vision for customer engagement, including digital, product and service touch points
• Develop a best-in-class customer experience strategy that addresses the entire customer journey; Strategy must be aligned with and deliver for Hollister product line strategies
• Collaborate across organization, including products and services, to establish and maintain customer journeys, and to design and deliver a superior customer experience throughout the journey
• Oversee and provide vision for digital projects and concepts that impact customer experience, including ecosystem development, content strategy, branded and unbranded communications, search, and digital media
• Engage with key stakeholders across the organization to define and implement strategies
• Define KPIs and SMART metrics to track progress

Develop and Leverage Customer Understanding

• Set vision for ideal streamlined, data-driven, consistent Customer Experience at every stage of the customer journey, leveraging data, customer understanding and moments that matter
• Represent the voice of the customer and work cross-functionally to deliver a superior customer experience for each touch point across the journey
• Spend time in markets and with customers to better understand customer experience and moments that matter throughout the customer journey
• Leverage data-driven insights from the customer journey to design customer experience

Define Implementation Processes, Systems and Technology

• Establish a vision for key business processes that are critical to customer experience
• Guide and oversee implementation of globally consistent processes, systems, and tools needed
• Enable and clarify process flow, requirements, functional capabilities & systems roadmap; create roadmap to deliver Customer Experience strategy
• Collaborate with Commercial IT and business partners to implement processes and systems in-line with roadmap;
• Oversee implementation, focused on building implementable and scalable processes; Drive accountability and cross-functional execution with business partners to transform processes, systems and technology
• Establish automated utilization of customer data, enabling customer engagement to be sustainable

Communication and Change Leadership

• Communicate Customer Experience strategy and customer touch points across the organization
• Engage organization in how Customer Experience enables us to fulfill our Mission & Vision as a Company
• Champion a mindset-shift to standardized processes, systems and tools to deliver a superior customer experience that also brings value to the Company
• Be a champion for change for the organization, leading and supporting transformation and implementation of processes, systems and tools
• Enable effective customer communications strategy throughout the customer journey, working closely with the product line and country marketing teams
• Collaborate and communicate across the organization, including leadership, country teams, global teams, Commercial IT

People Leadership

• Directly lead the global customer experience team, and indirectly lead and influence the broader organization that touches customer experience, including country marketing, global marketing, Commercial IT, and other key stakeholders
• Assess structure and capabilities needed to best support the strategy
• Create and assist in managing departmental budgets.

Perform Other duties as assigned

Work Experience Requirements

• Number of Overall Years Necessary: 12-15

The Successful Candidate Will Have Experience In

• Designing for both product and service customer experience and touchpoints
• Setting vision for and executing technology-enabled, customer-centric experiences
• Human Centered Design, journey mapping, workshop facilitation and artifact creation.
• Driving global development, roll-out, and adoption of standardized and scalable processes and systems for developing and maintaining customer touchpoints
• Designing a customer experience strategy with supporting implementation plan
• Being role model in data-driven decision-making, using data to dissect and determine root causes of problems and implement solutions
• Implementing, or overseeing, technology transformation initiatives globally and cross-functionally in a matrixed environment;
• Roles in both the Corporate setting as well as consulting/design firm preferred
• Five or more years in roles with direct responsibility for customer experience strategies
• MedTech or other regulated industry strongly preferred
• 5+ years management and leadership experience required

Education Requirements

• Bachelor’s degree required
• Master’s degree preferred in business, marketing or design

Specialized Skills/Technical Knowledge

• Communication: Inspiring others with vision and strategy; influencing and driving results in a matrixed organization
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies
• Business Insight: Applying knowledge of business and the marketplace to advance the Company’s goals
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Plans & Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
• Customer Focus: Delivering customer-centric solutions; champion customer-centric mindset in the organization
• MedTech / Healthcare understanding, or similar regulated industry
• Understanding and awareness of Specific Systems and Tool that touch customer experiences, including CRM, social media design, mobile, web, SEO, and analytics tools
• Advanced computer knowledge; Microsoft Office Suite/Outlook
• Large project management capabilities
• Experience in vendor/agency management

Desirable But Not Required

• Work related experience in an end-user market
• SAP Experience
• CRM Experience

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Hollister is an EO employer – M/F/Veteran/Disability

Job Req ID: 32778