CX Director Europe

4 weeks ago

London, Greater London, United Kingdom Rentokil Initial Full time
About Us

Rentokil Initial is a global support services company that delivers services that 'Protect People, Enhance Lives'. We protect people from the risks of pest-borne disease, the risks of poor hygiene or from injury in the workplace. We aim to enhance lives with services that protect the health and wellbeing of people and the reputation of our customers' brands.

Our company operates in all of the major economies of Europe, North America, Asia Pacific and Africa, with revenues of over £3bn and a presence in 80 countries. We are a 'people business' with over 40,000 colleagues.

Job Description

The Customer Experience Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy across the region. This includes improving customer satisfaction, retention, and commercial performance for Rentokil Initial.

The role holder will own the blueprint for what we want it to be like to an RI customer, now and in the future, in all of our 19 European markets. They will deliver this vision through annual action plans set in partnership with the countries and relevant suppliers.

The Customer Experience Director will play a key leadership role in our mission to implement consistency and best practice across the Region. They will be accountable for measuring and reporting on CX KPIs, including NPS and C-SAT programmes, and the associated supplier relationships.

Key Responsibilities
  • Ensure that all Programme deliverables and approaches are aligned with the CX Blueprint and three-year CX Strategy for the region.
  • As the senior CX expert for the region, sign off relevant Programme documentation that drive key deliverables, such as PIDs, benefits, change requests, etc.
  • Where risks and issues arise, support the Programme to define solutions that take account of the Blueprint as well as current challenges/constraints within markets.
  • Be the Voice of the Customer in our business, raising awareness and securing buy-in at all levels for the target experiences we want to give our customers.
  • Update and re-baseline the Blueprint as necessary, including taking account of market and technology developments and opportunities.
  • Work with markets and regional/group partners to set and then coordinate the delivery of annual business plans that make the Blueprint real and enhance the experience we are giving to our customers.
  • These plans will need to include (but are not limited to) enhancements to: processes, technology, ways of working, colleague skills and performance, and the use of data and insights.
  • Work with CX leaders across our markets to build a thriving and effective cohort of colleagues with a shared focus on transforming the experience that we give our customers. Use community forums to share best practice and solve issues together.
  • Set relevant targets and measure progress across the region.
  • Work with relevant suppliers to improve our data and insight capability, and drive adoption of new insights across the region.
  • Take a strategic view and use data to identify long-term and cross-cutting issues and opportunities in the experience we give our customers.
Requirements
  • Experienced CX/customer service leader at a senior level.
  • Implemented numerous transformations in the field of CX, with tangible benefits, preferably covering a broad range of initiatives such as: processes, CRM, CCM, and other systems, customer contact channels, workforce, OD, culture.
  • Experienced in promoting CX and being accountable for delivery to C-Suite executives.
  • Good understanding of key transformation and change management approaches.
  • Proven experience of skills in setting multi-year business strategies.
  • Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit. A strong foundation in data and business numeracy.
  • A relationship builder, able to build alliances across geographical and functional boundaries.
  • Experience in working in large multinationals and across country boundaries would be beneficial.

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