Regional CX Transformation Leader

vor 2 Wochen

Wien, Wien, Österreich DS Smith Vollzeit
About The Role:

As a key member of the DS Smith team, you will drive the delivery of a strategic transformation to build a more customer-centric business, achieving greater customer satisfaction and efficiency, in line with the global CX strategy and standards.

You will play a hands-on role in outlining and achieving how customers perceive the company, driving higher customer satisfaction, net promoter score, customer retention, new business growth, and profitable turnovers.

With the overall objective of making DS Smith the easiest and preferred company to do business with, you will have the unique opportunity to drive an extensive regional change program across the organisation, embedding new processes, tools, and technologies, establishing best practice to be scaled, and ensuring the right capabilities are in place to deliver this best-in-class experience.

This role will require strong stakeholder management to help influence the coordinated and consistent changes that will deliver the right CX activities that are fit for the future across all markets.

Responsibilities:Customer Experience

Champion the Customer Experience vision and transformation across DS Smith X Region and our move to a more customer-centric organisation.

Align the customer experience transformation program deployment roadmap and implementation approach to regional strategy and priorities.

Work with regional and local management teams to use CX as a strategic tool in achieving business objectives.

Work closely with local markets to support integrating CX initiatives on their agenda by aligning to their capabilities, priorities, and strategy.

Ensure consistent and seamless customer experience across all stages of our customers' journeys across different markets based on DS Smith experience standards.

Initiate and track CX innovation pilots in markets, and rollout global scalable CX innovations.

Track, monitor, and follow-up market CX performance and activity.

You will play an active role in defining global CX standards, definitions, management systems, tools, and reporting cycles.

Do regular best practice assessment in markets to identify CX initiatives for potential global scaling.

Customer Journey

Identify required CX improvements or potential innovations opportunities to customer journeys that would unlock business opportunity.

Develop CX improvement/innovation solutions with global frameworks and in line with the CX vision.

Responsible to manage the local variation to the global Customer journey required in markets.

Input and support VoC measurement systems to identify pains, gains, 'moments of truth,' and opportunities for 'moments of magic.'

The ROI of CX

Accountable for CX performance and returns at regional level.

In collaboration with CX Insights Analyst, lead data-driven and customer-centric decision-making in regional and local management teams.

Prioritise projects and work streams based on ROI and value to customers, evaluate ROI during project closure, and create business cases.

Regular measurement and reporting on KPIs and targets to measure performance effectively, including customer satisfaction.

Enablement and Systems

Together with CX Enablement, the Customer Data Analyst, and IT, map existing tools, systems, and capabilities within the region and understand development opportunities to equip customer-facing employees better, driving a higher CX performance.

Work with CX Enablement and HR to identify and develop improved customer experience capabilities across our people.

Identify opportunities in the region to embed new or progress digital solutions throughout the customer journey with the ambition to become the easiest company to do business with and deliver differentiating customer moments of magic.

Change Management

Work across business functions and all layers of the organisation to create awareness for end-to-end customer experience innovation and build customer experience champions across the business to spark the change.

Rigorous project management, aligning work and leading collaboration across functions and regions.

Map stakeholders and create and deliver on a targeted communication strategy, supported and aligned to the global CX approach.

Be hands-on in stakeholder management and engagement, using your strong influential skills.

Work closely with the regional CX programme delivery lead to coordinate cross-functional/cross-regional teams to deliver and embed a complex change management programme, supported by the global Change Manager.

Embed cultural and behavioural change in (HR) management systems and develop the customer capabilities of people across our organisation.

Qualities and Attributes:
  • Strategic thinking and foresight
  • Excellent interpersonal communication skills. Values co-operation and enjoys working in teams with other talented people but is also capable of working independently. Ability to work with all levels internal and external partners.
  • Highest levels of customer focus – always has a customer-centric approach
  • Ability to understand business objectives and align CX accordingly
  • Working backwards from the end-user experience to shape the services, processes, and technology required
  • Data-driven mindset and an aptitude for technology – plus how to combine digital with people for hybrid/virtual experiences
  • Networker, with strong stakeholder management skills
  • A resilient and persuasive change agent with brilliant influencing and communication skills and strong personal impact and integrity
  • Creative, innovative, and long-term visioning a must
  • Entrepreneurial – belief in one's ability to take on new and difficult challenges and takes risks
  • An analytical, independent international people leader
  • Dynamic, energetic, and proactive, with an open, authentic, and to-the-point personality
  • The highest standards in terms of ambition, performance, integrity, and ethics
  • A person with high levels of resilience, a holistic, and positive attitude that embodies the desire to manage, develop, and work in an ambitious organisation
  • Ability to think both high-level strategy and roadmaps, as well as diving into the (data) details of customer experiences and how we deliver them
  • Hands-on approach to initiate and manage pilot and implementations in markets, and map requirements from the field in terms of enablement.
Qualifications and Experience:
  • It is not required for the ideal candidate to have experience from the Packaging industry but B2B manufacturing is preferred.
  • Bachelor's or master's degree in business/commercial/data background
  • 5+ years of CX, Customer Service, and/or sales experience, 2 years' experience at management level.
  • Proven ability to drive customer-facing optimisation projects
  • Proven experience in a modern automated, data-driven, and agile organisation
  • Proven ability to intelligently operate and navigate in a multinational matrixed corporation
  • Experience and demonstrated results impacting business performance
  • Proven track-record in change management

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