Customer Experience Director, Europe

6 days ago

Crawley, West Sussex, United Kingdom Rentokil Initial Full time
About the Role

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, with a focus on improving customer satisfaction, retention, and commercial performance for Rentokil Initial.

Key Responsibilities
  • Develop and Implement CX Strategy: Own the blueprint for what we want it to be like to a Rentokil Initial customer, now and in the future, in all of our 19 European markets, and deliver this vision through annual action plans set in partnership with the countries and relevant suppliers.
  • Lead CX Transformation: Play a key leadership role in our mission to implement consistency and best practice across the Region.
  • Measure and Report CX Performance: Be accountable for measuring and reporting on CX KPIs, which includes being the owner of our NPS (c.500k customer surveys per year) and C-SAT programmes, and the associated supplier relationships.
  • Collaborate with Markets and Suppliers: 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.
  • Develop and Lead CX Team: 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.
Requirements
  • Senior CX Leadership Experience: Experienced CX / customer service leader at a senior level.
  • CX Transformation Expertise: 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.
  • Business Acumen: Proven experience of skills in setting multi-year business strategies.
  • Data and Business Numeracy: Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit.
  • Relationship Building: A relationship builder, able to build alliances across geographical and functional boundaries.

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