Regional CX Transformation Leader

vor 4 Wochen

Wien, Wien, Österreich DS Smith Vollzeit

About the Role:

DS Smith is seeking a highly skilled CX Transformation Leader to drive the delivery of a strategic transformation for the company. The ideal candidate will have a customer-centric approach and be able to build a customer-centric business that continually achieves greater customer satisfaction and increased efficiency and profitability.

Key Responsibilities:

Champion the Customer Experience vision and transformation across DS Smith X Region

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

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

Requirements:

Strategic thinking and foresight

Excellent interpersonal communication skills

Highest levels of customer focus

Ability to understand business objectives and align CX accordingly

Data-driven mindset and an aptitude for technology

Networker, with strong stakeholder management skills

A resilient and persuasive change agent with brilliant influencing and communication skills and strong personal impact and integrity

Qualifications and Experience:

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 optimization projects

Proven experience in a modern automated, data-driven, and agile organization

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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