Job Description: Head of Online Customer Experience, Welwyn Garden City
This role reports to the Online Customer Director and is part of the Online Customer Department within the Customer function. It is a hybrid position based in Welwyn Garden City, requiring 3 days onsite, with a contract duration of 6 months via an umbrella company.
About the Client: A well-known FMCG and retail brand serving millions globally, with over 6 stores internationally, committed to delivering exceptional digital and online customer experiences.
Job Summary: The Head of Online Customer Experience will lead the digital customer experience strategy, working closely with senior stakeholders across various functions to enhance online services and customer satisfaction.
Key Responsibilities:
1. Lead a team to improve the online customer experience, focusing on key metrics like NPS and CSAT.
2. Identify and implement optimizations based on customer insights.
3. Champion personalization across all online touchpoints.
4. Collaborate with insight and analysis teams to understand customer behaviors and market trends.
5. Balance commercial objectives with customer satisfaction in retail media initiatives.
6. Manage incident planning and recovery, ensuring effective communication.
7. Work with agile squads and set clear OKRs.
8. Represent the Customer function in strategic forums, especially in Grocery Home Shopping and Marketplace initiatives.
Key Stakeholders: Customer Insight, Communications, Online Development & Operations, Tech/Product teams, Personalization squad, Customer Engagement Centre, Finance and Legal teams.
Skills and Experience:
* Proven ability to develop and execute customer experience strategies with measurable outcomes.
* Expertise in eCommerce and personalization, understanding online customer behaviors.
* Strong project and stakeholder management skills.
* Excellent communication and presentation skills, with experience engaging senior leadership.
* Leadership experience managing cross-functional teams.
* Experience in incident management and recovery planning.
* Knowledge of agile methodologies and UX/UI principles.
About Pontoon: An employment consultancy committed to diversity and inclusion, helping candidates showcase their talents and thrive in the workplace.
Interested candidates should demonstrate relevant experience in their CV. Applications not responded to within 48 hours are considered unsuccessful, but details may be retained for future opportunities. Pontoon is an equal opportunities employer.
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