Global Customer Experience Leader

2 weeks ago

London, Greater London, United Kingdom Infopro Digital Full time
Job Title: Global Customer Experience Leader

We are seeking a highly skilled Global Customer Experience Leader to join our team at Infopro Digital. As a key member of our Consumer Automotive division, you will be responsible for developing and implementing a comprehensive CRM and customer experience strategy that aligns with our consumer-centric vision.

Key Responsibilities:
  • Develop a customer-centric strategy that drives exceptional customer experiences across multiple touchpoints
  • Implement a single view of the customer using our customer data platform (CDP)
  • Ensure a comprehensive first-party data strategy throughout our touchpoints
  • Develop an effective customer segmentation program & data collection program to improve advertising effectiveness, customer engagement opportunities, personalisation, product use, sales funnel impact and customer lifetime value
  • Implement an effective customer relationship management (CRM) program through Bloomreach using various engagement segments, event triggers, and touchpoints
  • Ensure pre/post purchase and ongoing product usage programs are implemented to identify how to maintain customer net promoter scores & satisfaction
  • Implement an effective framework for conversion rate improvement for primary conversions on our website (eg a sale) and secondary conversions (eg actions that show high conversion potential or intent to do so such as newsletter sign-up, add to cart, account creation etc)
Requirements:
  • Bachelor's degree in business administration, Marketing, or a related field. Masters degree is a plus.
  • Globally oriented Customer-focused mindset with a passion for delivering exceptional CRM and customer experiences across many touchpoints.
  • Proven experience in CRM, customer experience, product or service experience design, or related roles.
  • Strong customer improvement analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and interact with customers in a fast-paced, dynamic environment.
  • Ability to brief and project manage 3rd party and/or internal agencies to deliver projects on-time and in budget.
  • Proficiency in Bloomreach Customer Experience Platform or equivalent
Benefits:
  • Hybrid working – ideally commuting distance from either London Maidstone or Sparkford.
  • 25 Days Holiday (rising to 30 days)
  • Day off for your birthday
  • Life Assurance
  • Group personal pension scheme
  • Employee Assistance Program
  • Employee Referral Scheme
  • Referral programme

Infopro Digital is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace and are proud to be an employer of choice for people from all backgrounds.

We are a global company with a presence in 18 countries and 4,000 employees of 55 nationalities. Our business and consumer-facing brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.

We are passionate about delivering exceptional customer experiences and are looking for a talented individual to join our team and help us achieve our goals.

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