Regional Head of Customer Experience

vor 1 Tag

Wien, Wien, Österreich DS Smith Vollzeit

About The Role:

You will be pivotal in driving the delivery of a strategic transformation for DS Smith, focusing on building a more customer-centric business and enhancing customer satisfaction and efficiency, in line with the global CX strategy and standards.

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

With the objective of making DS Smith the easiest and preferred company to do business with for customers, you will have the opportunity to drive a regional change program across the organisation, embedding new processes, tools, and technologies, and ensuring the right capabilities are in place to deliver a best-in-class experience.

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

Responsibilities:

CUSTOMER EXPERIENCE

Champion the Customer Experience vision and transformation across DS Smith X Region and move to a 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 to achieve business objectives.

Work closely with local markets to support integrating CX initiatives into their agendas, aligning to their capabilities, priorities, and strategy.

Ensure consistent and seamless customer experience across all stages of customer 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.

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

Do regular best practice assessments 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 opportunities.

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

Responsible for managing local variations 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 the 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 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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