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For Companies At a Glance
- Tasks: Lead customer experience initiatives and enhance satisfaction across all branches.
- Company: Join Duncan & Todd, Scotland's top sight and hearing care specialists with over 50 years of service.
- Benefits: Enjoy flexible working, travel opportunities, and the chance to shape customer experiences.
- Why this job: Be part of a growing team making a real impact in local communities.
- Qualifications: Experience in customer experience roles, strong CRM skills, and teamwork abilities required.
- Other info: Opportunity to work closely with marketing and clinical teams for a holistic approach.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
About Duncan & Todd
Duncan and Todd are the leading sight and hearing care specialists in Scotland. In operation for over 50 years, the Group encompasses over 40 retail branches, a multi-million pound ophthalmic lens manufacturing laboratory, and a corporate eyecare provision. The group is committed to providing the very best of care and service to its communities.
Our aim since day one has always been to provide accessible, professional, quality eye and hearing care to local communities – irrespective of whether you live in a city or rural location, and with 43 practices across Scotland there will be one near you.
About the role
We are looking for a Head of Customer Experience who will work closely with the Marketing team and be tasked with building a customer centric culture, ensuring that every interaction with the company contributes to a positive and profitable relationship. You will focus on understanding customer’s needs, gathering feedback and identifying strategies to optimise their experience. The role reports into the Chief Commercial Officer.
Key responsibilities
- Create a customer journey that is consistent and aligned across the business and leads to higher customer satisfaction and increased profitability.
- Develop and create the customer experience standards and ways of working that are then rolled out across the business.
- Responsibility for creation of training and coaching content for delivery of these standards across the group and ensuring controls are in place to ensure adherence to the standards, identifying areas of improvement.
- Champion the customers voice, working to improve satisfaction, loyalty and retention while reducing the churn and generating new customers across the group.
- Work with other teams to drive cross functional collaboration (marketing, sales & product) to ensure a consistent and positive customer experience in unison with clinical excellence.
- Utilise customer insights, personas, and feedback to understand expectations, identifying and championing continuous improvement opportunities.
- Use data and analytics to make informed decisions about creating and improving the customer experience.
You are likely to be already working in a Head of Customer Experience or CX Manager role in either a retail or clinical retail setting. You will have strong CRM experience and a good track record of working with multiple teams across a business. Sector experience is not essential.
This is an exciting time to join D&T as we go through huge growth and transition, and you will have the opportunity to really make an impact and be part of our journey.
You will spend time in the field, travelling across our national branch network. Location is flexible, with at least 1 day a week required in our Aberdeen HQ.
Head of Customer Experience employer: FWB
Contact Detail:
FWB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarise yourself with Duncan & Todd's customer service philosophy and values. Understanding their commitment to community care will help you align your vision for customer experience with theirs, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of Duncan & Todd to gain insights into their customer experience strategies. This insider knowledge can provide you with valuable context that you can reference during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully improved customer experiences in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive results in a similar environment.
✨Tip Number 4
Stay updated on the latest trends in customer experience management, especially within retail and clinical settings. Being able to discuss innovative strategies will show that you're proactive and ready to contribute to Duncan & Todd's growth.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements for the Head of Customer Experience position. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer experience roles. Use specific examples that demonstrate your ability to create customer-centric strategies and improve satisfaction.
Write a Tailored Cover Letter: In your cover letter, express your passion for customer experience and how you can contribute to Duncan & Todd's mission. Mention any relevant achievements and how they relate to the role, showcasing your understanding of their business.
Highlight Data-Driven Decision Making: Since the role involves using data and analytics, include examples in your application that illustrate your experience with data-driven decision making. This could be through previous projects where you improved customer experience based on insights.
How to prepare for a job interview at FWB
✨Understand the Customer Journey
Familiarise yourself with the customer journey specific to Duncan & Todd. Be prepared to discuss how you would create a consistent and aligned experience across all branches, and share examples of how you've improved customer satisfaction in previous roles.
✨Showcase Your Collaboration Skills
Highlight your experience working cross-functionally with teams like marketing, sales, and product development. Prepare to discuss specific instances where your collaboration led to enhanced customer experiences or operational improvements.
✨Data-Driven Decision Making
Be ready to talk about how you utilise data and analytics to inform your strategies. Bring examples of how you've used customer insights and feedback to drive continuous improvement in customer experience.
✨Championing the Customer's Voice
Demonstrate your passion for customer advocacy. Discuss how you have previously championed customer feedback within an organisation and the impact it had on customer loyalty and retention.
