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Job Description
Why Ocado?
Here at Ocado Logistics it's our mission to provide an outstanding customer experience for our partners, developing ground-breaking technology, opening multiple sites at an accelerating rate and engaging in exciting new business partnerships around the world - changing the way the world shops, for good.
We are the beating heart of our UK business and comprise a network of cutting edge warehouses and offices across the country that ensure that we optimise the experience and use our proprietary technology across the supply chain to deliver an exceptional shopping experience. At the same time delivering bags of possibilities for our employees and a career that will ensure no two days are ever the same.
As Head of Customer Experience, you will be responsible for driving a customer-centric culture and mindset across Ocado Logistics by shaping our customer service strategy and leading and overseeing all aspects of the customer journey to ensure a seamless and outstanding customer experience. You will act as a strategic partner to the Ocado Logistics leadership team and be responsible for developing and delivering strategies to enhance customer satisfaction, loyalty and retention.
You will be
- Act as the voice of the customer across our organisation and drive a customer-first culture through the design and delivery of a comprehensive customer experience strategy
- Shaping customer service strategy and overseeing the customer journey ensuring outstanding customer experience
- Review the current "as-is" end to end customer experience and develop and execute the "to be" vision in line with our retailers' ambitions.
- Establish key performance indicators (KPIs) to measure and track customer satisfaction, loyalty, and other relevant metrics.
- Use relevant data and insight to drive action which is aligned to retailer strategy and keeps our customer service agenda at the forefront of our minds at all times.
- Evaluate the current performance and recognition framework we have in place for our employees to manage and reward excellent customer service.
- Use customer insight and root cause analytics to gain insights into customer behaviour and preferences and drive continuous improvement in our customer proposition to improve our customer KPIs.
- Present recommendations for improvements to our customer proposition and staying abreast of emerging market trends in customer experience
- Review our contingency plans and retailer communications to ensure we engage early and often on any customer escalations.
- Develop and deliver training programmes for employees at all levels to enhance customer service skills and awareness.
About you
- Significant leadership experience in customer service within a business of a similar scale.
- Proven track record of designing and delivering a customer service strategy that returns business and commercial objectives.
- Track record in building 'best-in-class' customer service strategies grounded in data and digital insights and delivering commercial value to the business.
- Demonstrable experience in setting new strategies to drive cultural change across organisations.
- Ability to work strategically and collaboratively across different departments and teams - adept at articulating a vision and translating/delivering it into practical outcomes which deliver operational excellence and outstanding results.
- Experience within Logistics/Retail and proven track record of representing the function with external clients.
- Leadership skill set, influencing the Operations teams and working alongside them.
- Possesses strategic clarity - has a clear external focus (understands the market and own business within it); thinks holistically, integratively and imaginatively to generate a real vision for the business and strategies that outperform the competition
- High level of data literacy to ensure we make insight-driven decisions to solve critical business challenges. Using data from NPS scores.
What you can expect to receive in return
At Ocado we believe in a workplace where everyone feels valued and supported, so you'll find a safe and collaborative atmosphere that is as fresh as our produce as well as an award winning recognition programme and benefits package that includes includes a healthy work-life balance, extensive healthcare coverage, competitive salaries, and exclusive employee discounts.
We operate a hybrid model and flexible on location but there would be a requirement to be in our Hatfield office twice a week on average.
Join Ocado Logistics today and become a part of a culture that wholeheartedly values and supports your well-being throughout every stage of your career.
Ocado Group is an equal opportunities employer and as such makes every effort to ensure that all potential employees are treated fairly and equally, regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion or belief, age or disability or union membership status.
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