Global Programme Manager - CX Transformation

TN United Kingdom; London; Remote; GBP 60,000 - 100,000; Full time

Job description

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Client:

DS Smith

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0ba309956e39

Job Views:

4

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Permanent, full-time position.

About us

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, supported by recycling and papermaking operations. We play a central role in the value chain across sectors including FMCG and e-commerce. We are committed to leading the transition to the circular economy, delivering more circular and innovative solutions for our customers and society—replacing plastics, reducing carbon in supply chains, and providing new recycling solutions.

Headquartered in London, and a member of the FTSE 100, DS Smith operates in 34 countries with around 30,000 employees.

About the role

We are undertaking a significant customer experience transformation. This strategic initiative aims to enhance our capabilities and maintain our market leadership by delivering an industry-leading end-to-end customer experience, increasing customer satisfaction and loyalty. We seek an experienced CX Programme Manager to lead and oversee this global transformation.

You will collaborate closely with the Head of Customer Experience and senior leaders across regions, managing CX projects and programs to realize our strategic goals. Your role will be both strategic and hands-on, leading the program centrally and regionally.

Your responsibilities include:

1. Building and leading the program to deliver a transformed end-to-end Customer Experience.
2. Establishing program objectives, targets, and benefits.
3. Defining a transformation roadmap and work plan aligned with business objectives.
4. Leading a multi-dimensional program covering insights, analytics, new solutions, digital & data, process improvements, skills development, organizational redesign, and change management.
5. Motivating and managing the program team, including project managers, regional managers, SMEs, business leaders, and external partners.
6. Implementing and monitoring the program plan, proactively managing risks and issues.
7. Engaging stakeholders to contribute to business objectives.
8. Promoting DS Smith’s project delivery frameworks and standards.
9. Collaborating with IT to embed digital technologies for customer experience enhancements.

About you

1. Extensive experience leading international, multi-dimensional programs, including Customer Experience transformation.
2. Proven delivery, program, and project management skills, preferably with marketing, sales, and B2B/B2C manufacturing backgrounds.
3. Strong strategic, customer-centric, and commercial acumen.
4. Ability to operate effectively within complex, multinational, matrix organizations and with external partners.
5. Excellent stakeholder management and communication skills across all levels.
6. Leadership qualities with strategic and influencing skills.
7. Experience developing transformation roadmaps and deployment frameworks.
8. Knowledge of Agile delivery methods.
9. Degree or equivalent experience, preferably with a business and technical background.
10. Excellent verbal and written communication skills.
11. Project management certifications (Prince2, MSP, PMP) are desirable.

Benefits

• Competitive salary
• Discretionary bonus
• 25 days holiday plus bank holidays
• Car allowance
• Pension scheme, life assurance, and income protection
• Employee Assistance Programme
• Employee discounts
• Cycle to work scheme

Location: UK or Belgium - remote with approximately 30% travel.