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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 company where your impact on customer care truly matters.
- Qualifications: Experience in customer experience roles, strong CRM skills, and teamwork are essential.
- Other info: Opportunity to work closely with marketing and clinical teams for a holistic approach.
The predicted salary is between 48000 - 72000 £ per year.
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 on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Head of Customer Experience role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully improved customer experience in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive results in line with Duncan & Todd's goals.
✨Tip Number 4
Stay updated on the latest trends in customer experience, particularly in retail and clinical settings. Being knowledgeable about innovative strategies will show that you're proactive and ready to implement fresh ideas at Duncan & Todd.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Head of Customer Experience. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience roles, particularly in retail or clinical settings. Use specific examples that demonstrate your ability to create customer-centric strategies and improve satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer experience and your understanding of Duncan & Todd's mission. Mention how you can contribute to building a customer-centric culture and improving customer satisfaction.
Highlight Data-Driven Decisions: In your application, emphasise your experience with data and analytics. Provide examples of how you've used customer insights to drive improvements in customer experience and how this has positively impacted business outcomes.
How to prepare for a job interview at FWB
✨Understand the Company Culture
Before your interview, take some time to research Duncan & Todd's values and mission. Understanding their commitment to customer care will help you align your answers with their culture, showcasing how you can contribute to building a customer-centric environment.
✨Prepare Customer Experience Examples
Be ready to discuss specific examples from your past roles where you've successfully improved customer experience. Highlight your strategies, the challenges you faced, and the measurable outcomes. This will demonstrate your capability and experience in a similar role.
✨Showcase Cross-Functional Collaboration
Since the role involves working with various teams, prepare to discuss how you've effectively collaborated with marketing, sales, and product teams in the past. Share examples that illustrate your ability to drive cross-functional initiatives that enhance customer satisfaction.
✨Emphasise Data-Driven Decision Making
Duncan & Todd value informed decision-making based on data and analytics. Be prepared to talk about how you've used customer insights and feedback to shape strategies in previous roles. This will show your analytical skills and your commitment to continuous improvement.
