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Customer Experience Director for Digital Transformation

1 month ago

Nottingham, Nottingham, United Kingdom Fashion Jobs Full time

We are Fashion Jobs, a leading fashion retailer with a passion for delivering exceptional customer experiences. As our new Customer Experience Director for Digital Transformation, you will be responsible for driving the strategic development and implementation of an efficient CRM strategy aimed at retaining and growing our customer base while achieving profit growth.

Job Description

You will lead a dedicated team, nurturing talent and managing performance, while also acting as the GDPR expert for our marketing team. Your leadership will encompass enhancing our Net Promoter Score (NPS) program and elevating our digital reputation metrics.

About Us

We are a fashion retail company with over 550 stores across the UK and Ireland, dedicated to providing exceptional eye care and eyewear solutions. As part of the EssilorLuxottica family, we leverage global expertise to deliver unparalleled service with a portfolio that includes some of the world's most loved eyewear brands like Ray-Ban and Oakley.

Key Responsibilities
  • Drive the strategic development and implementation of an efficient CRM strategy aimed at retaining and growing our customer base while achieving profit growth.
  • Oversee continuous improvement strategies for our NPS program and digital reputation metrics.
  • Mentor and develop a talented marketing team, managing performance effectively.
Requirements
  • Strong commercial B2C experience, with at least multiple years in retail and CRM/data management.
  • Proven track record in customer experience and customer journey management, particularly in print and CRM mediums such as email and data analytics.
  • A natural leader with excellent project management, interpersonal, and team development skills.
What We Offer
  • An estimated salary of £65,000 - £85,000 per annum, depending on experience.
  • A competitive benefits package, including private medical cover, pension scheme, and access to lifestyle benefits.
  • The opportunity to work with a leading fashion retailer and contribute to our mission of delivering exceptional customer experiences.