Customer Journey / Experience Manager – UHNW / HNW
A rare role to impact on the DNA of a luxury lifestyle brand. You will oversee and optimise the UNHW end-to-end journey across brand awareness through to loyalty. By streamlining these processes, you will enhance the omni-channel experience for their valued clients and play a crucial role in establishing a cross-functional team approach on a global level.
This role is written for an experienced manager and you must be able to demonstrate best practice from either a consultancy or global luxury product / brand. Data-driven, with an understanding of CRM (Salesforce) and a strong track record of managing client journeys, then this role is for you.
The role:
* Spearheading a network of key stakeholders from around the business to develop and share an understanding of client behaviour, preferences and needs at each stage of the journey.
* Through analysis, create / optimise journey maps to identify opportunities for improvement, potential pain points and touchpoints for further engagement.
* Analyse data and metrics to track KPIs related to the journey, using insights to inform decision-making and prioritisation.
* Identify and track client experiences across online and offline channels, devices, and touchpoints.
You will need to demonstrable success in enhancing the client experience, have a passion for client-centricity that translates into commercial deliverables with exceptional project management (agile preferred) and stakeholder management skills.