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- Tasks: Lead innovative projects to enhance customer experiences in a luxury retail environment.
- Company: Join a global luxury retail powerhouse focused on customer experience strategy.
- Benefits: Enjoy a hybrid work setup, competitive salary, and opportunities for professional growth.
- Why this job: Be part of an innovation hub that creates memorable customer journeys and drives loyalty.
- Qualifications: Experience in proposition development and customer journey mapping is essential.
- Other info: Work with a small, dynamic team in a supportive UK HQ environment.
The predicted salary is between 42000 - 77000 £ per year.
Location: Central London
Working set up: Hybrid, 2 days in office a week
Salary: £50,000 to £55,000 (experience dependent) plus benefits
You’ll be joining a team responsible for the customer experience strategy behind a global luxury retail powerhouse. This involves looking for opportunities within existing customer journeys and experiences, creating improvements to the customer experience through the introduction of new innovations. These could be:
- via technology led solutions
- through complete overhauls of current journeys and experiences
- through the creation of completely new propositions
The output is centred on driving enhancements to both CSAT and NPS scores, as well as initiatives which drive repeat purchase intent, loyalty and bottom-line commercial results too. It’s essentially an innovation hub, utilising what they know about the customer at both a regional and global level, to identify opportunities within the array of potential journeys a customer can take and creating moments of WOW.
As the Customer Experience Strategy & Innovation Manager, you’ll own your own roadmap of projects, typically 2 to 3 at a time; starting from the ideation and what you understand of the customer as well as wider marketplace. You will identify where the pain points lie in customer journeys and come up with ideas to help solve them. This includes translating these into commercial business cases, which may involve sourcing vendors, pulling together pilots, and overseeing the projects with a view to getting things scaled up and rolled out globally.
At the point of roll out, projects will move out of your control and take on a life of their own, as they become adopted by regional teams and pushed into GTM plans. This role requires a decent degree of resilience, as not everything you touch will turn to gold. There are occasions when projects will look promising but end up being paused in favour of other priorities.
Some projects this team have looked into in the past have included:
- Scoping out a global loyalty programme – what was the opportunity? How should it look and feel for the dynamics of their customer base? Who would be the best tech vendors, etc?
- How would you enrich customer lifestyle data in new and innovative ways to help enrich customer understanding? Going beyond just preferences, and getting deeper insights to help profile customers in more meaningful ways – how could that be gamified?
- How can new mobile platforms be used in VIP customer service channels at scale, yet maintain the VIP experience? So adoption of AI tools, and how and where they could be used, over what mediums, and for what goals and benefits in the customer journeys?
The team you’ll be joining is relatively small, but that’s only because the global functions are principally strategy led teams. Operations are taken care of at regional levels, and those teams are typically much larger. It’s also part of a wider customer experience matrix which takes care of customer insight, data science and CRM as well. So you’ll be in good company, and they’re all principally based in the UK HQ in London.
Experience Needed:
- Proposition development experience – putting the customer at the centre of thinking and coming up with clever ideas which connect to those needs and interests.
- Experience in customer journey mapping and working with customer experience data (research and insight), leveraging it to identify innovative opportunities which enhance customer experiences as well as create value for a company.
- Ability to create a business case and present it.
- Experience within a consumer facing industry – retail, telco, luxury goods, or similar experience from a management consultancy environment.
- Track record of initial idea creation through to delivery, with good evidence of project management skills, running pilots and getting things off the ground.
Want to Apply? Here’s how:
You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward. Or, for a chat and more information please contact me on:
Colin Doree
Head of Recruitment, Marketing, Digital & Data
Blue Pelican
01892 507122
CX Proposition Innovation Manager employer: Blue Pelican
Contact Detail:
Blue Pelican Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Proposition Innovation Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience innovation, especially within luxury retail. Understanding what competitors are doing can help you identify gaps and opportunities that you can discuss during your interview.
✨Tip Number 2
Prepare to showcase your experience in customer journey mapping. Think of specific examples where you've successfully identified pain points and implemented innovative solutions, as this will demonstrate your ability to drive enhancements in customer experience.
✨Tip Number 3
Network with professionals in the luxury retail sector or related fields. Engaging with others in the industry can provide insights into current challenges and innovations, which you can leverage to make a strong impression during your application process.
✨Tip Number 4
Be ready to discuss how you would approach creating a business case for a new customer experience initiative. This role requires a blend of creativity and analytical skills, so demonstrating your thought process in this area will be crucial.
We think you need these skills to ace CX Proposition Innovation Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer journey mapping and proposition development. Use specific examples that demonstrate your ability to enhance customer experiences and drive commercial results.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the luxury retail sector and your innovative ideas for improving customer experiences. Mention how your previous projects align with the responsibilities of the CX Proposition Innovation Manager role.
Highlight Project Management Skills: In your application, emphasise your project management experience. Detail how you've successfully taken ideas from conception to delivery, including any challenges you faced and how you overcame them.
Showcase Data-Driven Insights: Demonstrate your ability to leverage customer experience data in your application. Provide examples of how you've used insights to identify opportunities for innovation and improve customer satisfaction scores.
How to prepare for a job interview at Blue Pelican
✨Understand the Customer Journey
Before your interview, take time to research and understand the customer journey in the luxury retail sector. Be prepared to discuss how you would identify pain points and propose innovative solutions that enhance customer experiences.
✨Showcase Your Proposition Development Skills
Be ready to share examples of how you've previously developed propositions centred around customer needs. Highlight any clever ideas you've implemented that connected with customer interests, as this is crucial for the role.
✨Demonstrate Project Management Experience
Prepare to discuss your project management skills, particularly how you've taken initial ideas through to delivery. Share specific examples of pilots you've run and how you ensured their success, as this will be key to impressing the interviewers.
✨Be Resilient and Adaptable
Given the nature of the role, it's important to convey your resilience. Be ready to discuss times when projects didn't go as planned and how you adapted to new priorities. This will show your ability to handle challenges and keep moving forward.
