Director of Customer Experience

7 days ago

London, Greater London, United Kingdom MacGregor Black Full time
About the Role

We are seeking a visionary leader to join our team at MacGregor Black as a Director of Customer Experience. This is a permanent position based in a leading international sporting goods brand.

As the Director of Customer Experience, you will play a pivotal role in shaping and executing our global customer relationship management strategy, ensuring that every interaction with our brand reflects excellence and innovation.

Key Responsibilities
  • Lead, mentor, and inspire cross-functional teams to deliver a consistent and elevated customer experience across all regions and channels.
  • Utilize data-driven insights to craft strategies that enhance client engagement, retention, and lifetime value (LTV).
  • Act as a thought leader, fostering a culture of innovation in CRM practices and setting new standards in the sporting goods industry.
  • Work closely with internal and external stakeholders, including high-net-worth prospecting partners, to drive bespoke CRM activation plans.
  • Lead budget planning and reporting for CRM initiatives, ensuring fiscal responsibility while driving high-impact outcomes.
Requirements
  • Proven experience in leading global CRM initiatives within the sporting goods or retail sector.
  • Strong leadership skills with a track record of managing cross-functional teams and delivering complex projects.
  • Deep understanding of CRM systems, clienteling strategies, and customer data analytics.
  • A strategic thinker with the ability to translate vision into actionable plans.
  • Excellent communication and collaboration skills, capable of engaging with stakeholders at all levels.
  • Passion for sporting goods and a commitment to delivering the highest standards of client service.
What We Offer

Competitive salary and benefits package.

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