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Director of Customer Experience
2 months ago
Director of Customer Experience
Are you passionate about delivering exceptional client experiences in the sporting goods industry?
Do you have the strategic vision and leadership skills to drive global customer relationship management initiatives?
Are you ready to lead a world-class team in creating a 360-degree client strategy that sets industry benchmarks?
MacGregor Black is partnering with a leading international sporting goods brand to find a Director of Customer Experience. This is a permanent position based in London.
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. Your leadership will be critical in delivering a seamless and elevated client experience across all touchpoints, supporting the company's long-term commercial objectives.
We are looking for a visionary leader who can combine strategic thinking with operational expertise to transform our CRM initiatives on a global scale.
Key Responsibilities
- Lead, mentor, and inspire cross-functional teams to deliver a consistent and elevated CRM 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.
What we're looking for?
- 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.
Competitive salary + benefits.
We are committed to delivering exceptional client experiences and driving business growth through innovative CRM initiatives.
