Head of Customer Experience

2 weeks ago

London, United Kingdom Cazoo Full time

**About Cazoo and our culture**:
In just four years, we've transformed the car buying experience in the UK and we're seeking the best talent to push us onwards and upwards.

Our mission is to transform the car buying experience across the UK by providing better selection, flexibility, transparency, convenience and peace of mind. Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for delivery or collection in as little as 72 hours.

Right now, we are looking for people who want to maximise their impact - for their careers, colleagues and our customers. We're looking for someone who wants to learn with the best, take the initiative and love the challenge of working in a constantly evolving organisation. You will also be driven to make a positive impact on others and want to be part of building a strong community at work.

**About this role and the impact you will have**:
We're looking for an exceptional Head of Customer Experience (FTC), to help transform the way people buy used cars and make buying a car no different to buying any other product online today.

The Head of Customer Experience will be responsible for, CRM & Customer Experience Management (CXM) functions, leading the teams to deliver market leading experience, while driving towards profitability for the business.

You'll be responsible for the Cazoo customer at every stage of a customers life cycle, to build and develop the relationship between Cazoo and our customers from the moment they visit the website, to a customers car ownership experience.

You will lead the CRM pillar of this team to deliver marketing-led customer communication strategies which seamlessly integrates an omnichannel experience for the customer, while driving commercial goals.

The CXM team are responsible for guarding the Customer Experience Cazoo have developed, and delivering change programmes to ensure optimisation, business efficiencies is delivered by all customer facing teams including; Customer Support, Customer Centres and Delivery Specialists.

You will lead the strategic vision of the business area by creating and developing short to medium term action plan, through to long term goals, measuring and evaluating progress and ensure successful delivery.

This role gives you a unique opportunity to connect the digital experience with the in person experience, owning the omnichannel journey for a customer.

**What you will be doing**:

- Manage and develop world class talent, leading a CRM team of 6 and a Customer Experience Management (CXM) of 4, with 5 direct reports.
- Work with the Customer Experience Director, and wider Customer & Operational teams to ensure that a consistent brand experience is delivered across every customer touch point.
- Create an omni-channel contact strategy to lead the CRM team to deliver against commercial goals.
- Own and develop a customer retention programme which converts and then retains customers throughout their life cycle; from research, through to after sales care and repeat purchases. This should address reach, engagement and relevant commercial metrics.
- Create a culture of test and learn to optimise our approach on an ongoing basis.
- Report on CRM performance over time, identifying further opportunities for improvements.
- Responsible for leading the CXM team on customer journey transformation and executing complex change programmes.
- Owner for the design, development and delivery of all customer journey improvement activity.
- Support the Customer Experience Director, in shaping, defining and building an effective improvement delivery capability and operating model.
- Work cross functionally across a variety of business, operational and technology teams to design and shape the customer experience journeys.
- Keep the team focused on commercial objectives, while striving for market leading customer experience, ensuring that decisions are made in conjunction with operating efficiencies and business profitability.
- Be a strong advocate for the customer across the organisation and act as the "voice of the customer", driving customer-obsessed decisions based on deep customer insight.
- Measure and report to stakeholders on the success of the implementation in a data based way. Ensuring learnings are documented for future reference.

**We're looking for some with**:

- Strong passion and empathy for the customer.
- Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations.
- Proven CRM leadership capability, with a demonstrable track record in shaping and delivering a brand's CRM strategy, with hands on experience across various elements of the CRM process (e.g. data, static and dynamic asset creation, execution and reporting).
- Commercially savvy, with a bias for action.
- Proven experience of

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