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- Tasks: Lead EMEA Customer Engagement & Experience, orchestrating strategies and enhancing customer journeys.
- Company: RS Group is a global leader in engineering solutions, serving over 1.2 million customers across 135 countries.
- Benefits: Enjoy hybrid work options, a focus on wellbeing, and opportunities for personal development.
- Why this job: Join a dynamic team dedicated to innovation and making a positive impact in the world.
- Qualifications: Experience in Customer Experience, CRM, and eCommerce; strong leadership and strategic thinking skills required.
- Other info: Be part of a diverse and inclusive culture that values curiosity and collaboration.
The predicted salary is between 43200 - 72000 £ per year.
Location: London, ENG, GB, N1C 4AG; Corby, ENG, GB, NN17 5JF; Manchester, ENG, GB, M2 3AA
Brand: RS Group
Function: Marketing
Work Location: Hybrid (UK - London, Manchester, or Corby; France - Beauvais)
Work Pattern: Hybrid / Virtual
Across the industrial design, manufacturing, and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair, and operation of their businesses. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory, and maintenance. We strive to provide the best service and a seamless procurement experience. We are one team. We deliver brilliantly. We do the right thing. We make every day better. Our values unite our c.9,000 global colleagues and differentiate us from our competition. They shape how we work today and how we must step up for the future, created by our people, for our people. Together, we can make great things happen. Aim for amazing and beyond.
What you will be doing:
- Lead the operational delivery of EMEA Customer Engagement & Experience, orchestrating Go-To-Market activities and customer journeys.
- Determine deployment approaches that enable the delivery of the EMEA Go-To-Market plan, connecting sales, service, marketing, and digital channels to achieve customer and commercial outcomes.
- Collaborate with the Group CX organization to develop the group customer strategy, segmentation, and Voice of the Customer (VOC) program, representing EMEA.
- Deliver and deploy customer segmentation, testing, and validating data models, ensuring regional engagement and understanding.
- Work with markets to operationalize strategy, define outcomes, and relevant customer engagements across channels.
- Implement experimental use cases using sales, marketing, and digital channels on targeted customer segments, engaging market teams for quick wins.
- Align initiatives across the customer lifecycle stages—acquisition, awareness, development, retention.
- Ensure large-scale delivery programs and technology products (CRM, CDP, CDM, Digital Commerce) are utilized effectively to meet outcomes.
- Coordinate with all EMEA go-to-market functions to deliver a seamless customer experience across channels.
- Use customer insights to improve the EMEA customer experience across go-to-market channels.
Responsibilities:
- Lead a virtual team in a matrix structure to improve Customer Experience.
- Represent EMEA markets in the Global Customer Experience Community of Practice.
- Design an EMEA Customer Engagement approach using internal and external metrics.
- Collaborate with Marketing, Sales, Service, and Digital teams to build a holistic customer engagement strategy.
- Lead customer workstreams for EMEA M&A activities, including journey mapping and integration.
- Leverage group CX tools to incorporate external sentiment analysis.
- Partner with digital and behavioral teams to enhance CX across channels.
- Monitor local market CX activities, track improvements, and identify large-scale trends.
What we are looking for from you:
- Experienced Customer Experience practitioner with matrix team leadership across multiple geographies.
- Experience with CRM and eCommerce platforms in a Sales, Marketing, or CX environment.
- Strategic thinker with the ability to identify trends and align internal processes.
- Risk-aware, data-driven decision-maker with insight into customer journeys and strategic change projects.
- Ability to work across teams to drive change and capitalize on commercial opportunities.
We are RS Group. We’ve been solving engineering problems for over 80 years, turning challenges into opportunities. Our purpose? Making amazing happen for a better world. We serve over 135 countries with a vast product range, supporting over 1.2 million customers worldwide. We value curiosity, innovation, and a human, empathetic approach. We invest in your development and wellbeing, committed to diversity, inclusion, and ESG principles. Join our 9000 employees worldwide to think big, do more, and unleash your brilliance. Are you ready to explore the possibilities?
Director of Customer Experience & Engagement - EMEA employer: Rsgroup
Contact Detail:
Rsgroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Experience & Engagement - EMEA
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and engagement, especially within the EMEA region. Understanding regional nuances can help you tailor your approach and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the customer experience field, particularly those who have experience in matrix team leadership. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented customer engagement strategies in previous roles. Highlighting measurable outcomes will showcase your ability to drive results in a similar position.
✨Tip Number 4
Research RS Group's values and recent initiatives in customer experience. Being able to align your personal values with theirs and discussing how you can contribute to their mission will make a strong impression.
We think you need these skills to ace Director of Customer Experience & Engagement - EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience and engagement, particularly in a matrix team leadership role. Use specific examples that demonstrate your strategic thinking and ability to drive change across multiple geographies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how your background aligns with the responsibilities outlined in the job description. Mention your familiarity with CRM and eCommerce platforms, and provide insights into how you can contribute to RS Group's goals.
Showcase Your Achievements: When detailing your previous roles, focus on quantifiable achievements related to customer engagement and experience. Highlight any successful projects where you improved customer journeys or implemented effective strategies that led to measurable outcomes.
Research RS Group: Familiarise yourself with RS Group’s values, mission, and recent initiatives. Understanding their approach to customer experience will allow you to tailor your application and demonstrate how you can align with their goals and contribute to their success.
How to prepare for a job interview at Rsgroup
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with the company's values and mission. RS Group emphasises teamwork, innovation, and making a positive impact. Be prepared to discuss how your personal values align with theirs.
✨Showcase Your Experience
As a Director of Customer Experience & Engagement, your experience is crucial. Prepare specific examples from your past roles that demonstrate your ability to lead teams, implement customer engagement strategies, and utilise CRM and eCommerce platforms effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about how you would handle various customer journey challenges or improve customer engagement across different channels.
✨Ask Insightful Questions
At the end of the interview, have a few insightful questions ready to ask. This could include inquiries about the company's future CX initiatives or how they measure success in customer engagement. It shows your genuine interest in the role and the company.
