Customer Experience Strategy Director

5 days ago

London, Greater London, United Kingdom Motorway Online Ltd Full time
Job Title: Customer Experience Strategy Director

About the Role:

Motorway Online Ltd is seeking a seasoned Customer Experience Strategy Director to develop and execute our customer experience strategy. As a key member of our team, you will work closely with the Head of CRM to deliver exceptional customer experiences across all touchpoints.

Key Responsibilities:

  • Develop and execute a strategic customer experience vision, aligning with various teams and stakeholders.
  • Define and implement data-informed customer experience strategies, leveraging data and insights for segmentation, targeting, messaging, and campaign adaptation.
  • Manage and execute lifecycle journeys and marketing campaigns that deliver excellent customer interactions across multiple touchpoints.
  • Identify and implement high-impact customer experience initiatives to drive sales and customer engagement.
  • Collaborate with internal teams to develop impactful, targeted, personalised, and brand-consistent messaging and creative.
  • Analyse data and reports to identify trends and opportunities to improve customer experience and product discoverability.
  • Embrace and champion a test-and-learn approach to drive engagement and increase performance across all customer experience communications.

Requirements:

  • Experience in customer marketing and CRM, with a track record of successfully developing and executing highly impactful CRM programmes and initiatives.
  • Strategic and analytical mindset, with a focus on understanding customer behaviour and planning around data-driven insights and strategy development.
  • Strong commercial acumen, brand appreciation, and a good creative eye.
  • Ability to adapt priorities quickly in response to in-market changes.
  • Experience collaborating with product and engineering teams.
  • Analytical mindset with the ability to articulate the quantitative and qualitative impact of our efforts.
  • Deep understanding of CRM tools and how to execute multi-channel lifecycle journeys.
  • Strong verbal and written communication skills, capable of building trust and influence with peers and stakeholders.

What We Offer:

  • A competitive salary of £85,000 per annum.
  • Stock options.
  • Annual learning budget.
  • BUPA health insurance.
  • Discounted dental and gym membership through BUPA.
  • OnHand volunteering membership and one paid volunteering day per year.
  • Hybrid working from home.
  • Pension scheme.
  • Motorway car leasing scheme.
  • Enhanced parental leave.
  • Cycle to work scheme.

Equal Opportunities Statement:

We are committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where people can maximise their full potential.

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