Deputy Head, Customer Experience

We are seeking for a Deputy Head, Customer Experience for our client, a market leader in the consumer business space. In this senior leadership role, you will be responsible for defining the vision, strategy, and execution of customer experience initiatives to ensure exceptional, consistent, and personalized interactions for both online & offline channels. You will collaborate closely with cross-functional teams and is expected to have strong stakeholder & people management to be at the forefront of project execution. This is the role for you if you are a strategic decision-maker fueled by the passion to spearhead organizational change.

Responsibilities

• Lead the development and evolution of the loyalty and rewards strategy to drive customer engagement.
• Oversee and enhance engagement with top-tier customers.
• Offer strategic guidance on how the Digital Rewards program can recognize, reward, and nurture the organization's most loyal and valuable customers.
• Collaborate closely with the Insights team to segment customers based on preferences and needs, enabling a more personalized digital rewards experience.
• Use the digital rewards program to support the Customer Lifecycle Management (CLM) team in achieving KPIs related to churn, cross-sell, and upsell.
• Define reward and incentive structures, source appropriate rewards, and form partnerships that align with customer needs.
• Manage the loyalty platform provider and continuously explore ways to improve the program's capabilities.
• Create memorable experiences for top-tier customers through exceptional service and delightful surprises.
• Advocate for the top-tier customers to ensure they receive preferential treatment across all channels and touchpoints.
• Develop engagement strategies for top-tier customers to reduce churn and increase ARPU
• Design best-in-class frameworks to ensure an optimal customer experience across all touchpoints
• Partner with Product and Channel teams to identify and resolve customer pain points, driving continuous improvements.
• Advise Go-To-Market teams on customer experience and journey strategies when launching new products.
• Mentor, develop, and retain the team, focusing on empowering them and enhancing their capabilities.
• Foster a culture of continuous improvement and innovation within the team.
• Contribute to the CLM leadership team, providing insights and value across Data Science, Customer Insights, Campaign Strategy, and Digital Rewards.
• Continuously assess and optimize the performance of the Loyalty Platform provider.
  
  

• Degree in Marketing, Business, or similar field
• Minimum of 12 years of work experience in a related role with 3 years in a leadership position
• Exceptional leadership and team management skills, with the ability to inspire and develop a team.
• Strong strategic thinking and problem-solving abilities, with a track record of executing successful customer experience initiatives.
• Excellent communication skills, with the ability to collaborate with cross-functional teams and influence internal & external stakeholders.
• Proficient in data analysis and customer insight tools, with the ability to turn customer feedback into actionable strategies.
• Experience with digital and omnichannel customer experience strategies, including e-commerce platforms, mobile apps, and social media engagement.
• Customer-focused mindset, with a passion for creating exceptional experiences.
• Empathetic, with strong interpersonal skills and the ability to connect with customers and internal teams alike.
• Proactive and results-oriented, with a drive to continuously improve processes and outcomes.
• Highly organized, detail-oriented, and capable of managing multiple priorities.