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For Companies At a Glance
- Tasks: Lead the charge in redefining customer experience across multiple brands.
- Company: Join a premium, multi-brand group poised for growth and innovation.
- Benefits: Executive-level visibility, significant influence, and a chance to shape strategy.
- Why this job: Be a key player in building a customer excellence function from scratch.
- Qualifications: Proven experience in senior customer experience or transformation roles.
- Other info: Confidential search with potential for long-term legacy impact.
The predicted salary is between 72000 - 108000 £ per year.
We’re supporting a premium, multi-brand group entering a pivotal phase of growth and integration. As part of this evolution, a newly created role has been established to define and embed a best-in-class, post-sale customer experience across the Group. This is a highly visible, Board-facing leadership role with a mandate to shape strategy, drive operational excellence, and lead large-scale change while respecting the individuality and positioning of each brand.
The Opportunity
- Define and lead a Group-wide Customer Excellence strategy, focused on post-sale experience and long-term customer value
- Redesign and optimise end-to-end customer journeys across multiple brands
- Harmonise and scale post-sale processes to support growth, quality and consistency
- Identify and implement automation and digital solutions to improve efficiency and customer outcomes
- Act as a trusted partner to senior leaders and Board stakeholders, influencing across complex, matrixed environments
- Lead cultural and behavioural change, embedding a customer-first mindset across the organisation
About You
- Proven experience in a senior, Group-level customer experience, operations or transformation role
- Strong track record of leading complex, multi-brand change programmes
- Deep understanding of post-sale customer journeys and operational excellence
- Experience leveraging technology, automation and systems to drive tangible improvement
- Credible, influential leader with exceptional stakeholder management skills
- Commercially astute, strategic, and delivery-focused
Why This Role?
- Rare opportunity to build a Group-wide customer excellence function from the ground up
- Significant influence over strategy, operating model and customer outcomes
- Executive-level visibility and long-term legacy impact
This is a confidential search. Further details will be shared with shortlisted candidates. Apply directly or get in touch for a discreet discussion.
Group Customer Excellence Director in Manchester employer: Advocate Group
Contact Detail:
Advocate Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group Customer Excellence Director in Manchester
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, especially those who might know about the Group Customer Excellence Director role. A friendly chat can open doors and give you insider info that could set you apart.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and customer experience strategies. We want to see how you can align your vision with theirs, so come armed with ideas on how to enhance their post-sale processes.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss past experiences where you’ve led change in complex environments. We love hearing about how you’ve influenced teams and stakeholders to embrace a customer-first mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re always looking for passionate candidates who are ready to make an impact.
We think you need these skills to ace Group Customer Excellence Director in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer excellence and transformation. We want to see how your skills align with the Group's vision for a best-in-class post-sale experience.
Showcase Your Leadership Skills: This role is all about leading change, so don’t hold back on sharing examples of how you've influenced stakeholders and driven multi-brand initiatives. We love seeing those leadership stories that demonstrate your impact!
Be Data-Driven: When discussing your achievements, use metrics and data to back up your claims. We’re looking for tangible results that show how you’ve improved customer journeys and operational excellence in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Advocate Group
✨Know Your Customer Excellence Strategy
Before the interview, dive deep into the company's current customer experience strategies. Understand their brands and how they approach post-sale interactions. This will help you articulate how your vision aligns with theirs and demonstrate your expertise in shaping a customer-first mindset.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led complex, multi-brand change programmes in the past. Be ready to discuss specific challenges you faced, the strategies you implemented, and the outcomes achieved. This will highlight your credibility as a leader and your ability to influence stakeholders.
✨Emphasise Technology and Automation
Since the role involves leveraging technology for efficiency, come equipped with insights on digital solutions you've implemented before. Discuss how these innovations improved customer outcomes and operational excellence, showcasing your forward-thinking approach to customer experience.
✨Engage with Stakeholder Management Scenarios
Think of scenarios where you've had to manage diverse stakeholders in a matrixed environment. Prepare to share how you navigated differing opinions and built consensus. This will illustrate your exceptional stakeholder management skills and your ability to act as a trusted partner to senior leaders.
