Finance Director - Customer Experience

Finance Director – Global Customer Experience

Location: London hybrid

As the Finance Director (Global Customer Experience) you will be responsible for providing financial insight, challenge and support for the Group Chief Customer Experience Officer and their respective teams.  They will work alongside them in developing their ongoing strategy.

You will pay an active role in the respective leadership team with a very strong link into the regional Chief Financial Officers, their teams, and the functional finance representatives.  This role will have ultimate financial oversight for Customer Experience, Customer Data and Insights and Group Brand together with Marketing and Sales Excellence.

What you will be doing: 

• Partner with the Chief Customer Experience Officer to develop and implement financial strategies that support the achievement of business objectives and enhance the overall customer experience.
• Define and monitor key performance indicators (KPIs) and financial metrics across the whole RS Group to track the effectiveness of customer experience programs and initiatives and provide actionable recommendations for improvement.
• Provide financial analysis and insights to support decision-making related to customer experience initiatives, including product/service enhancements, process improvements, and customer engagement strategies.
• Build global community of practice working with the Finance Business Partners supporting Digital and Marketing in the Regional Finance teams to develop capability, share best practice and support the CCXO.
• Lead financial planning and budgeting for the Customer Omnichannel Engagement Programme (COEP) ensuring, investment proposals are completed in line with Group policy and tracking of progress of both costs and benefits is in place.
• Lead transformation efforts and change management within areas of responsibility to drive continuous improvement and adapt to market dynamics.
• Regularly report to the ExCo on financial performance, market dynamics, strategic plans and risks associated with Customer Experience.

About you: 

• Proven experience in a senior finance business partnering role within a sizable organisation preferably digitally enabled (web platforms), supporting a Customer Experience or Marketing function
• Strong financial modelling, analysis, and forecasting skills, with the ability to translate complex financial data into actionable insights and recommendations.
• Advanced proficiency in financial software and tools (e.g., One-Stream, PowerBI, Excel, SAP, ) and familiarity with Omnichannel platforms and technologies (CRM, CDP, CDM)
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities with a high degree of accuracy and attention to detail.
• High energy and the right mentality to drive change and collaborate.
• Culturally aware and confident in working within a diverse finance team.
• Strong professional impact – credibility and integrity are key.  Maintains a reputation for high standards of business conduct.
• Challenge the status quo by offering alternative perspectives and innovative solutions in an appropriately framed way.

RS – who we are.

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We want people like you, as you are curious about things, you like doing things differently and in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.

 We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.

Come and join us and over 2000 colleagues here in the UK – and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.

Rewards

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, we’ve just introduced several new Family Friendly Policies including:

• Help for people to take control of ongoing Health conditions such as diabetes or asthma.
• Support for Neurodiverse colleagues and families with neurodiverse members.
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause.
• Helping our LGBTQ+ community through enhanced coverage for trans colleagues.

Are you ready to explore the possibilities?