Global Customer Experience Director

Become an Oriflamian

Stockholm, Sweden

Share

The Global Customer Experience Director is a leadership role, reporting directly to the Group Management Member. The role is required to drive and oversee the CX strategy, to own the overall customer journeys and to engage and support the different functions, regions and markets to ensure an excellent and seamless end to end customer experience across all touchpoints. The position also includes the Global Customer Service function to ensure direct impact on some crucial touchpoints and direct feedback loops. The Global CX Director and his/her team of Customer Experience Insights, Global Customer Service and Regional CX Champions will work highly cross companywide to achieve their goals and targets, which requires excellent direct and indirect leadership.
  • ​CX Vision and Strategy and implementation
    • Establishing the overall customer experience vision and strategy for Brand Partners and Consumers
    • Ensure the strategy is known and driven throughout the company
    • Establish clear roadmaps together with all stakeholders with activities and follow up on KPIs to ensure the governance of implementation
    • Partner effectively with other experience /functional areas, regional and market teams to create same vision, goals, ownership and ensure implementation
  • Customer Journeys
    • Own overall customer journeys for Brand Partners and Consumers – whereas ownership of touchpoint improvements lies with functions/regions/markets
    • Identify journeys across touchpoints, recommend and implement improvement areas together with respective functions/regions/markets to develop excellent end to end customer experience
    • Provide direction for excellent customer experience throughout the journey: Ensuring that the organization continuously closes identified pain points and creates moments of delight in line with the brand experience
    • Frequently report gaps and improvements to Senior Management
    • Partner effectively with all involved teams
  • Customer centricity, Voice of Customer:
    • Ownership of Voice of Customer programme. Ensure customer feedback on all relevant touchpoints is fed back to respective functions and/or markets/regions
    • Drive and establish customer centric thinking throughout organization by working together with markets, regions and functions and creating space for sharing ideas to ensure efficient implementation and growth
    • Be a speaking partner and give input for how to enhance Customer Experience in different areas within organization
    • Ensure and act as centre of excellence, establishing, and evaluating a clear and aligned expression of our customer experience
  • Global Customer Service
    • Identify improvements within global customer service to ensure more efficient and delightful experience
    • Increase self-service and usage of customer feedback coming through Contact Centers
    • Implement identified efficiency and saving potentials through platform usage
    • Day to day customer service process and system support through team and deliver on clear KPI targets
  • Team and leadership
    • Lead and manage team of 5-8 people including Customer Experience Insights, Global Customer Service and Regional CX Champions
    • Indirect leadership of many functions and markets/regions during Customer Experience work
  • Excellent direct and indirect leadership and interpersonal skills in different roles
  • Ability to inspire cross functional teams and drive customer centric thinking through the organization
  • Strong conceptual and communication skills as well as project management skills
  • Business acumen and commercial understanding, working towards clear set KPIs and targets
  • Awareness and constant willingness to learn about current trends in customer experience
  • Self-starting attitude and an open outlook, liking to work in a very dynamic environment
  • Resilience under pressure and against deadlines
  • Knowledge of tools involved in customer experience
  • Skills in managing people, project’s and resources
  • Minimum 8 years experience in Customer Experience positions
  • Successful implementation of end to end customer journey mapping and delivering excellent customer experience
  • Enhanced experience in Project Management and Leadership
  • Experience in selling ideas and projects to senior management and an organization
  • Experience in eCommerce customer journeys
  • Work experience in FMCG, retail or management consultancy
  • University degree
  • Fluent in English and good skills of Microsoft Office
With us you get the opportunity to work in an international and diverse environment with top level experts and professionals. The position is based in our headquarters in Stockholm and reports directly to the Member of Group Management.
The Global Customer Experience Director is a leadership role, reporting directly to the Group Management Member. The role is required to drive and oversee the CX strategy, to own the overall customer journeys and to engage and support the different functions, regions and markets to ensure an excellent and seamless end to end customer experience across all touchpoints. The position also includes the Global Customer Service function to ensure direct impact on some crucial touchpoints and direct feedback loops. The Global CX Director and his/her team of Customer Experience Insights, Global Customer Service and Regional CX Champions will work highly cross companywide to achieve their goals and targets, which requires excellent direct and indirect leadership.

Share