Customer Experience Director, Europe
hace 2 semanas
The Customer Experience Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy across the region, with a focus on improving customer satisfaction, retention, and stronger commercial performance for Rentokil Initial.
Key Responsibilities- Own the blueprint for what we want it to be like to a Rentokil Initial customer, now and in the future, in all of our 19 European markets, and deliver this vision through annual action plans set in partnership with the countries and relevant suppliers.
- Play a key leadership role in our mission to implement consistency and best practice across the Region.
- Be accountable for measuring and reporting on CX KPIs, which includes being the owner of our NPS (c. 500k customer surveys per year) and C-SAT programmes, and the associated supplier relationships.
- Experienced CX/customer service leader at a senior level.
- Implemented numerous transformations in the field of CX, with tangible benefits, preferably covering a broad range of initiatives such as: processes, CRM, CCM and other systems, customer contact channels, workforce, OD, culture.
- 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.
Rentokil Initial is home for everyone: feel free to come as you are.
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