Head of eCommerce Customer Experience
- Hiring Organisation
- Central Employment
- Location
- Stockton-on-Tees, County Durham, UK
- Employment Type
- Full-time
essential Experience in a fast-paced e-commerce and omnichannel retail environment. Proven success implementing a customer experience strategy. Board-level reporting and stakeholder management experience. Demonstrable improvements in customer satisfaction and operational performance. Technical & Professional Skills Expert knowledge of NPS, CSAT, CES and Voice of Customer programmes. Customer … journey mapping. CRM systems and customer analytics. KPI and dashboard development. Customer service leadership. Change management and continuous improvement. Leadership Competencies Strategic thinking Commercial acumen Inspirational leadership Customer focus Analytical decision-making Stakeholder management Change leadership Key Performance Indicators NPS improvement CSAT improvement Customer Effort Score ...