Director of Customer Experience

3 days ago

London, Greater London, United Kingdom Macgregor Black Full time

Job Summary

MacGregor Black is seeking a visionary leader to drive our global customer relationship management strategy as the Director of Customer Experience. This is a permanent position based in a dynamic and innovative environment.

About the Role

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. You will lead cross-functional teams to develop and implement CRM, clienteling, and customer engagement initiatives that drive customer loyalty and business growth.

Key Responsibilities

  • Lead and Inspire Teams
    • Lead, mentor, and inspire cross-functional teams to deliver a consistent and elevated CRM experience across all regions and channels.
  • Strategic Planning
    • Utilize data-driven insights to craft strategies that enhance client engagement, retention, and lifetime value (LTV).
  • Thought Leadership
    • Act as a thought leader, fostering a culture of innovation in CRM practices and setting new standards in the sporting goods industry.
  • Stakeholder Management
    • Work closely with internal and external stakeholders, including high-net-worth prospecting partners, to drive bespoke CRM activation plans.
  • Financial Management
    • Lead budget planning and reporting for CRM initiatives, ensuring fiscal responsibility while driving high-impact outcomes.

Requirements

  • Leadership Experience
    • Proven experience in leading global CRM initiatives within the sporting goods or retail sector.
  • Leadership Skills
    • Strong leadership skills with a track record of managing cross-functional teams and delivering complex projects.
  • CRM Expertise
    • Deep understanding of CRM systems, clienteling strategies, and customer data analytics.
  • Strategic Thinking
    • A strategic thinker with the ability to translate vision into actionable plans.
  • Communication Skills
    • Excellent communication and collaboration skills, capable of engaging with stakeholders at all levels.
  • Industry Knowledge
    • Passion for sporting goods and a commitment to delivering the highest standards of client service.

What We Offer

Competitive salary + benefits.

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