Customer Experience Team Lead

3 days ago

London, Greater London, United Kingdom Marks & Spencer Plc Full time
About the Role

We are seeking an experienced Customer Experience Team Lead to join our team at Marks & Spencer Plc. As a key member of our customer experience team, you will be responsible for developing and implementing customer experience strategies to increase and deliver exceptional customer service, loyalty, and retention.

Key Responsibilities
  • Develop and Oversee Customer Experience Strategies: Design and implement customer experience initiatives, such as personalized services, customer engagement programs, and feedback mechanisms to enhance customer satisfaction and loyalty.
  • Monitor and Report on Customer Experience: Analyze data to measure the effectiveness of customer experience strategies and make data-driven recommendations for enhancements.
  • Stay Abreast of Industry Trends: Stay up-to-date with industry best practices and emerging technologies that can improve the customer experience.
  • Lead Cross-Functional Teams: Collaborate with various teams and leaders to design and manage the customer experience proposition across our stores and contact centers.
Requirements
  • Strategic Thinking: Develop and lead the customer experience strategy/proposition to drive business growth and customer satisfaction.
  • Collaboration and Stakeholder Management: Work effectively with various teams and leaders to achieve customer experience goals.
  • Leadership and Team Management: Guide and inspire direct reports and cross-functional teams to deliver exceptional customer experience.
  • Analytical Skills: Interpret data to make informed decisions and drive business growth.
  • Innovation: Continuously improve and evolve the customer experience to stay ahead of the competition.

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