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Customer Experience Management Lead

2 months ago

Addlestone, Surrey, United Kingdom Brambles Full time

About the Role

This is a critical position within Brambles' transformational journey to elevate the Customer Experience across the enterprise. The successful candidate will play a key role in influencing how we measure and impact the customer experience across all touchpoints of the customer journey.

Key Responsibilities

  • Develop and maintain metrics used to measure the Customer Experience across the Brambles Group.
  • Influence key decision-making to evolve the strategic goals of the customer experience function, ensuring alignment with the wider Brambles strategy.
  • Establish and execute KPIs and CPIs that measure customer experience, requiring a comprehensive understanding of multiple program groups and their interactions.
  • Create leading and lagging indicators to predict churn and provide insights useful for all business units.

Accountabilities

  • Establish the baseline for current measures and perform gap analyses to identify needs for additional data points and performance tracking.
  • Establish primary and secondary metrics used to track progress towards realizing the CX Vision.
  • Utilize external benchmarks and best practices to evolve CX metrics.
  • Engage and influence regional stakeholders to create alignment.
  • Establish global/regional ownership of measures as applicable.
  • Lead the building of analytic systems (diagnostic, proactive, and predictive) and optimization models based on business drivers to support CX strategy.
  • Work closely with CX and commercial leads in each regional BU and with other Group teams to prioritize goals and activities on a Group-wide basis and manage stakeholder engagement.
  • Build, lead, and develop the team focused on delivering dashboards and systems required to compile metrics.
  • Own CX metrics in terms of definition and alignment to customer pain points, developing and communicating new metrics that provide proof points on progress against key customer pain points.
  • Assist with setting global goals and future ambitions to reach high-performing norms.

Requirements

  • 4-year degree in Business, Finance, Marketing, Accounting, or a related field.
  • Strong commercial/market knowledge.
  • Demonstrated proficiency in managing analytically rigorous initiatives.
  • Proven ability to flex between tactical execution and strategic implementation.
  • Demonstrated analytical (industry, market, and business) and quantitative skills.
  • Proven ability to build strong, trusted working relationships with internal and external business partners and executive-level management, influencing without authority.
  • Strong knowledge of data modeling concepts and experience designing and implementing data models for applications and/or reporting.
  • Ability to manage multiple projects and priorities in a fast-paced, deadline-driven environment.
  • Prior experience working in either Data Warehousing or Business Intelligence background.
  • Expertise with Business Intelligence/Data Visualization tools.
  • Expertise in building proactive metrics and leading indicators.

Experience

  • 7+ years of business/industry work experience.
  • Experience with project management and PMO processes.
  • Experience in delivering complex projects and business outcomes in Brambles or a comparable matrix organization.
  • People leadership, ideally of global teams comprising a mix of subject-matter experts and more generalist profiles.

Skills and Knowledge

  • Proven ability to work independently and as a team member.
  • Demonstrated learning agility.
  • Curiosity and drive to bring evolving external modeling techniques to uplift capabilities.
  • Excellent organizational skills.
  • Excellent oral and written communication skills.
  • Strong attention to detail.
  • Ability to extract insight from data and adjust messaging appropriately for stakeholders, executives, and BU leaders.
  • Passion for changing CX and willingness to challenge established ways of thinking.
  • Ability to collaborate, influence, and gain commitment from multiple stakeholders.
  • Organization, problem-solving, leadership skills, and influencing capabilities.

Languages

  • English
  • Other EU Language