Senior Manager, Customer Experience & Marketing
- Location:
- City jobs
,
London jobs
- Salary:
- £80K + Bonus, Life, Medical, Pension, 28.5 days hols
- Company:
- MAPP LTD COMP CONSULTANTS
- Job type:
- Permanent jobs
- Date posted:
- 22/11/2009 22:00
- Job id:
- 45764924
- Contact:
- JULIE OR SALLY .
- Ref:
- Totaljobs/CW/SLD/JL /MARKETING/4666/TJ
Senior Manager - Customer Experience & Marketing, with a strong “hands-on” background in CX (i.e. NPS, Segmentation, etc.) MUST be showing in your CV.
Excellent opportunity to work for a large international company based in their London offices.
Main Purpose of the role
The successful candidate will function partly as a standalone contributor to the division’s customer experience and marketing programmes and initiatives whilst simultaneously leading cross-functional teams and using matrix management to achieve goals and objectives.
He/she will drive projects and identify new opportunities, and exercising personal initiative, under the direction of his/her Director, will analyze and pursue these opportunities. This team also looks after the regional Innovation programme. The successful candidate will form and lead multifunctional teams to deliver on these initiatives or sometimes formulate recommendations to management. Because this role relies upon a dotted line relationship with the country operations, this position requires strong leadership and communication skills.
Responsibilities:
In order to create, build and improve solutions for the customers, a key and essential aspect is to understand what they do and how the client can help them work better and serve their own clients or customers better. This is what the CX programme intends to achieve. This individual will have broad responsibility across the full range of CX programmes but also on Marketing and Innovation activities. Specific responsibilities include but are not limited to the following:
- Support Marketing & Customer Experience Director in developing and executing on the CX agenda for the client’s International group
- Manage Net Promoter Score (and possibly other surveys) surveying over the 10 countries including management of the agency
- Develop a strong knowledge of the individual country units in order to successfully understand analyse and challenge the client’s International business units CX action plans
- Work closely with CX Champions in each business unit to ensure successful implementation of action plans
- Report to CEO & top management on implications of CX action plans
- Project manage roll out of cross regional initiatives to improve CX
- Design new programmes to improve customer understanding across the region
- Design of training and change management plan needed to support the CX agenda
- Manage the delivery of improved segmentation
- Ensure that the CX learning and action plans cascade into a new customer centric web strategy
- Ensure Marketing Best Practice sharing between and across business units
- Manage in collaboration with Director the Innovation programme including the region’s Innovation projects portfolio, organisation of Innovation events & workshops and sharing of best practices with the group of Innovation Champions
- Suggest new ways to improve Innovation programme and support local project teams
PROFESSIONAL QUALIFICATIONS/BACKGROUND:
- Proven track record ofidentifying options, evaluating them both qualitatively and quantitatively (strong analytical skills) and making clear recommendations is required
- Advanced skills in Excel (incl. modelling and survey analysis) and Powerpoint are expected
- Effective communication skills in verbal and written form (e.g. presentations, memos) are also a fundamental prerequisite
- The ideal candidate would combine:
- A strong “hands-on” background in CX (i.e. NPS, Segmentation, etc.)
- Experience in a top-tier consulting firm and/or an MBA from a leading international business school (Top US school, INSEAD, LBS)
- Prior experience in information/media industry and B2B world is not required but is a plus
- Candidates with significant international work experience and European language skills (e.g. French, German, Dutch, Polish, etc.) will receive preference
Personal Characteristics:
This individual must enjoy working in a corporate role together with a broad cross section of management staff, as well as senior management and executives who manage large business units.He/she must be a team-oriented professional who can get things done.
- The role requires an enthusiastic professional who thinks and acts quickly and can prioritise
- A self-starter who will seek out opportunities to add value, rather than waiting for direction.
- The candidate will have the stature and presence to quickly establish personal credibility with corporate top executives, subsidiary and company management, and personnel at all levels – with the indispensable sensitivity, influencing skills and political awareness to operate in a matrix organisation (i.e. pull not push)
- Able to present effectively to small management groups and to the senior executive team.
- Able to multitask under pressure, with excellent prioritization and communications skills.
- Team participation and team leadership skills are critical, as is the ability to marshal and manage external resources.
- Must be impeccably honest and ethical
EDUCATION:
The successful candidate will bring strong academic credentials from a leading undergraduate institution in Europe or US.MBA (or equivalent degree) from leading institution also desirable.
COMPENSATION:
An attractive compensation package consisting of base salary and executive bonus based on performance will be structured for the right candidate.Benefits include 28.5 vacation days, life and medical insurance coverage, and a group personal pension scheme.
PLEASE EMAIL CV, QUOTING THE JOB REFERENCE IN CV.
