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- Tasks: Lead a team to enhance online customer experience and implement optimisations.
- Company: Join a renowned FMCG brand serving millions globally, focused on exceptional digital services.
- Benefits: Enjoy a hybrid work model with flexibility and a commitment to diversity and inclusion.
- Why this job: Shape the future of online customer experience in a dynamic, agile environment.
- Qualifications: Experience in customer experience strategies, eCommerce, and strong leadership skills required.
- Other info: 6-month contract via umbrella company; opportunity for future roles if not selected.
The predicted salary is between 43200 - 72000 £ per year.
Location: Hybrid (3 days onsite in Welwyn Garden City)
Contract Duration: 6 months via umbrella company
About My Client: My client is a blue chip FMCG and retail brand serving millions of customers weekly worldwide. With over 6,000 stores internationally, they are a well-known household name committed to delivering an exceptional customer experience with a focus on digital services and online presence.
Job Summary: The Head of Online Customer Experience will shape the digital offerings, ensuring customer experience is prioritized. This role involves engaging with senior stakeholders across Customer, Online, and Technology functions within an agile environment.
Key Responsibilities:
- Lead a team to enhance the online customer experience, focusing on metrics like NPS and CSAT.
- Identify and implement optimizations based on customer insights.
- Champion personalization across online touchpoints.
- Collaborate with insights, analysis, and other teams to understand customer behavior and market trends.
- Balance commercial goals with customer satisfaction in retail media initiatives.
- Manage incident planning and recovery, communicating effectively with customers and stakeholders.
- Work with agile squads and set clear OKRs.
- Represent the Customer function in strategic forums, especially in Grocery Home Shopping and Marketplace initiatives.
Skills and Experience Required:
- Experience in crafting and executing customer experience strategies with measurable results.
- Expertise in eCommerce and personalization, understanding online customer behaviours.
- Strong project and stakeholder management skills.
- Excellent communication and presentation skills, with experience engaging senior leadership.
- Leadership experience managing cross-functional teams.
- Experience in incident management and recovery planning.
- Familiarity with agile methodologies and UX/UI principles.
About Pontoon: Pontoon is an employment consultancy committed to diversity and inclusion, showcasing talents in an environment that fosters growth and success. We value all ethnicities, generations, religions, sexual orientations, and gender identities.
Applicants should demonstrate the above skills and experience in their CV. If you haven't heard from us within 48 hours, your application was unsuccessful, but we may consider your details for future roles. Pontoon operates as an equal opportunities employer.
For more information, contact Simon Garside.
Head of Online Customer Experience employer: Adecco
Contact Detail:
Adecco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Online Customer Experience
✨Tip Number 1
Familiarise yourself with the latest trends in online customer experience, especially in the FMCG and retail sectors. Understanding how leading brands enhance their digital offerings can give you valuable insights to discuss during interviews.
✨Tip Number 2
Network with professionals in the eCommerce and customer experience fields. Attend industry events or webinars to connect with potential colleagues and learn about best practices that you can bring to the role.
✨Tip Number 3
Prepare to showcase your leadership skills by thinking of specific examples where you've successfully managed cross-functional teams. Highlighting your ability to drive results through collaboration will resonate well with hiring managers.
✨Tip Number 4
Brush up on agile methodologies and UX/UI principles, as these are crucial for the role. Being able to speak confidently about how you've applied these concepts in past projects will set you apart from other candidates.
We think you need these skills to ace Head of Online Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer experience strategies, eCommerce, and project management. Use specific metrics to demonstrate your impact, such as improvements in NPS or CSAT scores.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing online customer experiences. Mention how your leadership skills and experience with agile methodologies align with the company's goals.
Showcase Relevant Skills: Emphasise your expertise in incident management and recovery planning, as well as your ability to collaborate with cross-functional teams. Provide examples of how you've successfully engaged with senior stakeholders.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Adecco
✨Understand the Company Culture
Before your interview, take some time to research the company's culture and values. Since this role focuses on enhancing customer experience, understanding how the company prioritises customer satisfaction will help you align your answers with their expectations.
✨Prepare for Stakeholder Engagement Questions
Given the importance of engaging with senior stakeholders, be ready to discuss your previous experiences in managing relationships and leading cross-functional teams. Use specific examples that highlight your communication and project management skills.
✨Showcase Your eCommerce Expertise
As the Head of Online Customer Experience, you'll need to demonstrate a strong understanding of eCommerce and online customer behaviours. Prepare to discuss trends you've noticed in the industry and how you've applied insights to improve customer experiences in past roles.
✨Highlight Your Leadership Style
This position requires leadership experience, so be prepared to talk about your leadership style and how you've successfully managed teams in an agile environment. Share examples of how you've motivated your team to achieve customer satisfaction metrics like NPS and CSAT.
