Marketing Operations Director

3 days ago


Birmingham, Birmingham, United Kingdom CV-Library Full time

We are looking for a Head of Customer Experience Manager to take charge of our in-store customer experience. As a key member of our New Marketing team, you will be responsible for developing and implementing exceptional in-branch customer journeys.

As a full-time Head of Customer Experience Manager, you will lead a talented team of four, including a Branch Merchandising Manager, Branch Planning Lead, Local Marketing Lead, and an Apprentice. Your primary focus will be on creating seamless, omni-channel experiences that connect online and offline touchpoints.

You will work closely with stakeholders to educate them on the benefits of digital solutions and advocate for their implementation. Additionally, you will foster third-party and local partnerships to enhance customer value and support commercial offers.

The estimated salary for this role is £45,000 - £65,000 per year, depending on experience. Benefits include 33 days annual leave, comprehensive health & wellbeing support programme, long service awards & key milestones, enhanced family leave benefits, agile working, training academy, buy and sell annual leave, free virtual GP service, accessible 24/7 & staff discount on webshop & discounts in high-street stores.

Key Responsibilities:
  • Customer Experience: Develop and map exceptional in-branch customer journeys.
  • Branch Merchandising: Lead creative and effective branch merchandising strategies.
  • Omni-Channel Integration: Seamlessly connect the digital and in-branch experience for our customers.
  • Partnerships & Offers: Foster third-party and local partnerships to enhance customer value and support commercial offers.
  • Data-Driven Insights: Improve our Net Promoter Score (NPS) through actionable insights and customer feedback.
  • Stakeholder Education: Advocate for digital solutions and educate stakeholders on their benefits.


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