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Customer Experience Director

£80,000 to £100,000
Job Type
6 Sep 2022
This is a new and exciting opportunity to join us as our Customer Experience Director, which will be focused primarily on delivering Inchcape's end-to-end customer experience. Within this role you will co-create the strategy, planning and execution of Inchcape s overall customer experience, focussing on our ambition to become the UK s best automotive retailer. This includes championing the entire breadth of the customer experience across the organisation both physically and digitally. On a day to day basis you will have the oversight of all our current customer contact centres and digital sales teams, and will be pivotal in expanding our online and offline contact capabilities. We truly support a hybrid working model, so you can work from the comfort of your home or your nearest Inchcape site the choice is yours. There will also be a requirement to travel to our Inchcape sites in the UK when needed. Package DescriptionAs our Customer Experience Director, you will receive a competitive basic salary as well as some amazing company benefits, including; Company Car A pension that pays Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis Life Assurance we give you the peace of mind when you need it most Health Shield Cash Plan Supporting your health and your wallet, this benefit reimburses you the cost of everyday health care from prescriptions to dental work Employee Discounts with The Showroom make your salary go further with the discounts and cashback offers available at over 1000 retailers Employee Assistance Programme We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year And much more .Main Responsibilities Ensure that the customer experience teams work in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey Enabling a two-way stream with customer facing teams in Inchcape through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the wider customer experience strategy Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys Encourage problem-solving, strategic thinking and customer-orientation amongst the team Liaise with directors or heads of other teams such as Sales, Aftersales, Marketing, to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channelsThe Ideal Candidate Experience in leading strategy on customer experience with strong business acumen and general pragmatism Strategic thinking and foresight - able to foresee market changes, dynamism in customer expectations and strategise to guide the company to live up to those expectations in the fast-evolving digital world Expertise in planning and organisational skills managing and prioritising business objectives Interpersonal, networking and influencing skills to nurture great relationships internally with their team and company leadership teams, also understand the pulse of customers and external stakeholders such as OEM s Problem-solving and analytical skills adept at interpreting and leveraging data insights for constantly enhancing customer experience. Ability to understand data analytics and extract useful or actionable information from it along with strong problem-solving skills to ensure customer experience gaps do not occur or are resolved efficiently Ability to understand business objectives and align customer experience accordingly Data-driven mindset and an aptitude for technologyAt Inchcape we are dedicated to building a diverse, inclusive and authentic workplace, and believe that Inchcape is for Everyone. So if you re excited about this role and you share our values to deliver great experiences through fresh thinking and working better together, we encourage you to apply. You may be just the right person for this or other roles
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  • Job Reference: 705691684-2
  • Date Posted: 6 September 2022
  • Recruiter: Inchcape
  • Location: Derby
  • Salary: £80,000 to £100,000
  • Bonus/Benefits: Up to £100,000 depending on experie
  • Sector: Transport & Logistics
  • Job Type: Permanent