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Customer Experience Business Partner (Lifecycle - EMEA)

Location: 

Corby, ENG, GB, NN17 9FH

Brand:  RS
Function:  Marketing
Work Location:  Hybrid

About the role:

 

The Customer Strategy & Experience has end to end ownership of our customers; designing an approach for Customer Segmentation, Customer Lifecycle Management, Service Propositions, and associated Customer Journeys (across Products & Solutions) and informs our approach to measuring our Customer Experience via an omnichannel Voice of Customer programme; driving pain point identification & improvement agenda.

 

You will create an approach to customer segmentation which builds understanding of customers profile, needs and the associated commercial opportunities. Develop a strategy for creating views & groups of customers & the contacts within them which enables the development of segmented lifecycle management programmes, service propositions & customer journeys.

 

Define customer lifecycle stages and align strategic initiatives for each stage of the customer journey, which include acquisition, awareness, development, and retention. Build these by customer and contact segments.

 

Understanding customer need to build a standardised, segmented Service Proposition. Designing cross channel customer journeys which build out our desired Service Proposition into experiences, ensuring improvements maximise lifetime value. Informing the brief and structure of Voice of Customer programme to ensure we are actively measuring customer sentiment and channel effectiveness.

 

Key accountabilities:

 

  • Apply an insight led but action orientated approach to understanding and defining customer and contact segments, working with Commercial Insight & UX to use an appropriate mix of quantitative and qualitative measurement and data analysis.
  • Own and drive a regular cross functional schedule of reviewing key customer lifecycle management activity and/or touchpoints with business owners.
  • Lead the development of a Customer Lifecycle Management approach. Define the lifecycle stages & appropriate channels, propositions & journeys by customer & contact type. Influence business owners (across digital and in market sales/service teams) to amend their processes as needed
  • Represent the customer experience team with key stakeholders, being a driving force behind the implementation and application of customer segmentation approach. Engage local markets to ensure buy-in & local requirements, needs & customer perceptions are accounted for. 
  • Form and maintain a network of stakeholders, business owners and subject matter experts who are critical in the improvement of the customer lifecycle management.
  • Working across Customer Strategy team, using customer research & operational knowledge to support the development of Customer Journey & Voice of the customer programmes approaches, combining with Service Proposition, Segmentation & Lifecycle Management to create a holistic Customer Strategy which drives CX & commercial return.
  • Designing, owning & ensuring cadence around a consistent, segmented Service Proposition. Ensuring implementation roadmap & action are driven through relevant digital, sales, service & marketing teams.
  • Support the development and rollout out of key commercial programmes. Being the customer lifecycle voice to ensure tooling & technology is fit for purpose. Developing use cases & capability for MDM, CRM, Customer Contact Tools & CDP.
  • Work with Commercial Insight teams to inform the brief of key data science models in order to support the development of customer and contact segmentation.
  • Use a range of analytical techniques to understand the demographic & behavioural makeup of our customer base, and how these characteristics shape their needs, the channels they use & the commercial opportunity.
  • Be the voice of the customer within the business, working across markets, matrix & to senior stakeholders to ensure customer centricity and understanding of our customer & contact types.
  • Build applicable processes to ensure customers move through lifecycle stages effectively, with on and off-boarding. Shape the structure of customer facing messaging that articulates our Service Proposition offerings.

 

What we’re looking for:

 

  • Experience and understanding of Customer lifecycle management (CLM) for large, global organisations
  • Ability to influence and drive change through customer experience principles and tools.
  • Experience in a highly matrixed environment and delivering a roadmap of activity that delivers a balance of short-term improvements and medium to long term differentiation.
  • Experience in driving performance through the delivery of CLM
  • Experience of working in across digital, sales, marketing & customer service environment focused on CX & CLM
  • Experience of Customer Service, Sales, CRM and eCommerce platforms
  • Good negotiation and influencing skills in dealing with competing priorities
  • Forms positive relationships, strives for high performance and is focussed on their own personal development

 

We are RS Group.

 

RS Group is a global integrated omni-channel solutions partner for industrial B2B customers who design, build, and maintain industrial equipment and operations.  We are a FTSE 100 company with £2 billion in revenue, operating in 32 countries, shipping 60,000 parcels a day to over 1.2 million customers worldwide.

 

Our Vision is to be first choice for all our stakeholders, and we know that starts with our people. At RS we want everyone to show up to work as themselves and know that they will be supported and encouraged to develop and grow. We want work to be a place that excites and empowers, a place where you can be passionate and challenge people to think differently. 

 

We want to hire the best talent, people who share our values and understand that when we act with respect and humility, we can do great things. That’s why we’ve put our purpose at the heart of our organisation, we want to make amazing happen for a better world. We empower our people to make a difference, innovate to make more possible and deliver to make it happen.

 

Are you ready to explore the possibilities?

Apply now »