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Head of Customer Experience - London - London

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Head of Customer Experience - London

Head of Customer Experience required for a growing retailer, based in central London, this newly created role will construct and implement a pioneering, commercial integrated marketing strategy. Reporting directly to the Commercial Director, the Head of Customer Experience will deliver a dependable brand experience across multi-channel and multi-site customer touch points.

Key Responsibilities:

Leveraging customer insight to develop treatment- and communication strategies for each customer segment. Closely collaborate with the CRM Manager and Heads of Departments to translate them into processes and rules that define how interactions across various channels throughout a customer's journey should be handled.

To create integrated, multi-channel marketing strategy for the business and oversee the implementation by the marketing team.

Providing input to the annual marketing budget and marketing costs. To analyse marketing performance by channel and adjust marketing plans accordingly. Reporting against KPIs at board level.

Supporting the company's expansion and growth by supporting and informing the search for and selection of new store locations and channels; to support newly opened stores with marketing activity to achieve the budgeted growth trajectory.

The ideal candidate will possess the following skills and experience:

Minimum of 2 years' experience within a of Head of Marketing or Head of Customer Experience role, ideally within retail or an fast paced SME environment.

Proven track record of delivering an integrated and multi-channel customer experience and introducing changes that contributed positively to a customer experience as well as the bottom line

Confident, personable character capable of building productive relationships throughout the organisation and externally

Having a strong track record of working for retailers or worked within a fasted paced SME environment is a distinct advantage.

Experience across a broad range of marketing activities and disciplines

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