CX Director, Europe
2 giorni fa
We are seeking a highly experienced Customer Experience (CX) professional to lead our European region. As the CX Director, Europe, you will be responsible for setting and implementing the CX strategy across the region, driving customer satisfaction, retention, and commercial performance.
Key Responsibilities- Develop and execute a comprehensive CX strategy for the European region, aligned with the company's overall goals.
- Lead cross-functional teams to deliver customer-centric initiatives, improving customer satisfaction and loyalty.
- Collaborate with country teams to develop and implement annual business plans, enhancing the customer experience.
- Measure and report on CX Key Performance Indicators (KPIs), including Net Promoter Score (NPS) and Customer Satisfaction (C-SAT) metrics.
- Build and maintain relationships with suppliers to improve data and insight capabilities.
- Identify and address long-term and cross-cutting issues and opportunities in the customer experience.
Rentokil Initial is a global support services company, operating in 80 countries with revenues of over £3bn. We offer a wide range of services to businesses, the public sector, and residential customers. Our core market categories are Pest Control and Hygiene/Washroom services.
We are a 'people business' with over 40,000 colleagues, operating in all major economies of Europe, North America, Asia Pacific, and Africa. Our company values are Service, Relationships, and Teamwork, which underpin our business and enable us to offer consistently outstanding customer service.
Requirements- Experienced CX / customer service leader at a senior level.
- Implemented numerous transformations in the field of CX, with tangible benefits.
- Proven experience of skills in setting multi-year business strategies.
- Good understanding of key transformation and change management approaches.
- Proven experience of skills in setting multi-year business strategies.
- Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit.
- A relationship builder, able to build alliances across geographical and functional boundaries.
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