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Director EMEA Customer Experience

RS Group
Corby, GB
Closing date
22 Apr 2024

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Customer Services
Contract Type
Full Time

Job Details

Director EMEA Customer Experience

Hybrid working.

RS Group is a global omni-channel provider of product and service solutions for designers, builders and maintainers of industrial equipment and operations. It looks to provide an unrivalled choice of industrial and electronic products, to help its customers solve problems with innovative solutions.

RS Group is committed to creating an inclusive environment where people thrive, recognising that a diverse and representative workforce is critical to its success, and its aim is to create a business where people can be their best selves. The Group recruits and develops employees who are the best suited to the requirements of their job role, regardless of gender, ethnic origin, age, religion, sexual orientation, gender identity or disability.

The role (snapshot)

The purpose of this role is to lead the delivery of the EMEA Customer Experience. This person will orchestrate the delivery of Go-To-Market activities, customer journeys and experiences that deliver and are aligned to the EMEA Business Strategy and Group Customer Strategy. This person will have the opportunity to build an EMEA CX approach that will guide the delivery of all go-to-market activities to drive the desired customer & commercial outcomes. You will work with the Group CX organisation to provide an EMEA voice. You will represent the development of the group customer strategy, definition, segmentation, high level journeys and Voice of the Customer (VOC) program.

Key responsibilities:
  • Lead an engaged, aligned and effective Customer Experience team in a matrix structure.
  • Play a vital role in the Global Customer Experience Community of Practice, representing all EMEA markets across customer journeys & commercial engagement.
  • Design an EMEA Customer Experience approach, which uses internal and external measurement to understand customer sentiment and improve experience, building the customer into our EMEA Go-To-Market Strategy.
  • Work across Marketing, Sales, Service & Digital teams to build a holistic customer engagement approach across all EMEA markets.
  • Lead on developing all customer associated workstreams for EMEA M&A integration activity including mapping as-is customer journeys through designing to-be proposition & integrations journeys.
  • Utilise group CX Tools which help best to leverage external sentiment in a complex B2B organisation.
  • Work with digital and behavioural teams to improve CX across on and offline channels - to drive personal & relevant experiences for EMEA B2B customers.
  • Govern local market CX activity tracking improvements and identifying trends for large scale improvements.
  • Commission and / or leverage customer research to inform optimal customer experience delivery across EMEA.
We would love you to have:

Demonstratable experience of driving performance through the delivery of Customer Experience

Experience of Customer Management and eCommerce platforms

Demonstrable experience of leading a matrix team across multiple geographies.

Experience of working in a sales / marketing or service environment focused on delivery of Customer Experience

Project management and Lean / Six Sigma qualifications and experience an advantage.

A Customer Experience practitioner

Core leadership competencies:

Strategic thinking - scans the external landscape, identifying future trends and implications, and joins things up internally to simplify and align our business to pursue opportunity.

Managed risk taking - Data rational and mines data for insight, seeks diverse perspectives, and uses that insight combined with sound judgement and to inform decisions and action that balance risk and reward

Collaboration and influencing - a team player, works well across a matrix, identifying and listening to all key stakeholders, building trust, and engaging in open dialogue and constructive debate

Strong people management - builds engaged and inclusive teams who have clear expectations and the capabilities and resources to deliver

The extras you'll get:
At RS, as well as the usual employee benefits you'd expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we've just introduced a number of new Family Friendly Policies including:
  • Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation.
  • Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette's syndrome.
  • 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, including voice coaching, facial surgery, and gender confirmation surgery.
  • Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS:

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 we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.


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Learn more about this company

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