Digital Creative

2 weeks ago

East Anglia, United Kingdom Autoglass Full time

Head of Digital Bedford / Hybrid
Competitive + £7,000 car allowance, 30% annual bonus, private medical cover, competitive pension
We are transforming our business through improved processes, flexible ways of working and a greater use of technology to make a difference to our customers and our people. Your leadership in driving digital solutions to optimise the online customer journey will be integral to our success, allowing us to deliver seamless, data driven experiences that make a lasting impact on our customers. You will shape the future of Belron UK's digital online landscape and play a vital role in bringing our transformation vision to life.
In this newly created role, the Head of Digital is responsible for leading the creation and implementation of Belron UK's Online Digital Strategy, aligning it with the overall business strategy to drive growth and enhance customer experience.
Acting as a strategic bridge between customer experience and IT, this role ensures that our digital online solutions, combined with Salesforce optimisation, are innovative, user friendly and impactful, simplifying online interactions to enhance usability for end users.
This role will spearhead the development and execution of a data-led user experience roadmap, leveraging customer insights to continuously refine our online platforms and streamline complex processes. A key objective of this role is to increase online conversion, ensuring digital channels are optimised to drive measurable improvements in customer satisfaction, conversion, VAPS sales and margin growth.
Drive the creation and implementation of Belron UK's digital strategy ensuring alignment with the business strategy and a seamless integration of customer experience with IT capabilities to deliver meaningful, user-friendly digital solutions.
Collaborate with senior leaders, including the Head of Customer Experience, IT, and corporate stakeholders, to deliver a unified approach to digital transformation and drive strategic business growth.
Serve as a thought leader in digital, identifying and supporting the delivery of innovative solutions that enable our business strategy and enhance the customer experience.

Bridge the relationships between IT and customer-facing departments, ensuring that user friendly, innovative digital solutions are designed to enhance the customer journey by simplifying interactions across digital platforms.

High-Level Collaboration and Stakeholder Management
Build and maintain strategic relationships with senior stakeholders across Belron UK, Belron International Group, and corporate partners, ensuring digital initiatives align with business needs and objectives.
Partner with customer-facing and operational departments to understand customer requirements and deliver optimised, high-converting digital experiences.
Collaborate with IT and the Enterprise Web Platform team to ensure platform performance and reliability meet high standards and support the user experience roadmap.

Lead the creation, implementation, and refinement of a data-driven customer experience roadmap using customer insights to shape an optimised digital journey.
Drive conversion rate optimisation (CRO) through innovative strategies, continuously monitoring and enhancing customer engagement, retention, and satisfaction.
Promote digital as the default customer channel, ensuring that digital interactions are seamless and fully integrated across the customer journey.
Collaborate with the UK and Global VAPS team to optimise our online VAPS offer to drive additional sales

Advocacy for Digital Transformation and Cross-Functional Collaboration
Act as an advocate for digital initiatives within the organisation, promoting understanding and alignment from all business functions.
Engage with the Senior Leadership Team (SLT) to position digital as a core part of strategic planning and resource allocation.
Foster a collaborative environment that encourages knowledge sharing, learning, and alignment with digital best practices across teams.

Lead, mentor, and develop a high-performing digital team, to achieve excellence in all areas.
Set clear objectives, ensure Personal Development Plans (PDPs) are in place, and support team members in professional development, upskilling, and engagement with digital best practices.
Commercially astute, with demonstrable experience of setting and implementing a broad digital strategy that has driven e-commerce revenue growth and customer engagement.
Experienced in leading cross-functional digital initiatives that align with organisational goals and deliver measurable impact.

High-Level Collaboration and Stakeholder Management Skills:
Proven success in building and managing strategic relationships with senior stakeholders, both internally and with corporate partners.
Ability to influence and align senior leaders, ensuring digital initiatives are fully supported and resourced.

Data-Led, Customer-Centric Mindset:
Expertise in data-driven decision-making, leveraging customer insights and analytics to design high-converting digital experiences.
Promotes continuous learning and best practice sharing to achieve high standards across digital initiatives.

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