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Customer Experience Strategy Lead

2 months ago

London, Greater London, United Kingdom M&S Full time

About the Role

Purpose


To support the development and leadership of the future customer experience strategy for M&S stores, ensuring the effective use of customer insight across the business.

  • Develop and oversee the implementation of customer experience strategies to enhance customer service, loyalty, and retention.
  • Design and implement customer experience initiatives, such as personalized services, customer engagement programs, and feedback mechanisms.
  • Monitor and report on the effectiveness of customer experience strategies, making data-driven recommendations for enhancements.
  • Stay up-to-date with industry best practices and emerging technologies that can improve the customer experience.
  • Design and manage the customer experience proposition across M&S stores and contact centres, influencing organizational design and other people elements.
  • Strategic thinking to define and lead the customer experience strategy.
  • Collaboration and stakeholder management to work effectively with various teams and leaders.
  • Leadership and team management to guide and inspire direct reports and cross-functional teams.
  • Analytical skills to interpret data and make informed decisions.
  • Innovation to continuously improve and evolve the customer experience.

About M&S

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to achieve our goals.