The Customer Experience Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy across the region, with a focus on improving better customer satisfaction, retention, and stronger commercial performance for RI.
They will own the blueprint for what we want it to be like to an RI customer, now and in the future, in all of our 19 European markets, and will deliver this vision through annual action plans set in partnership with the countries and relevant suppliers.
They will play a key leadership role in our mission to implement consistency and best practice across the Region.
The role holder will also be accountable for measuring and reporting on CX KPIs, which includes being the owner of our NPS (c.500k customer surveys per year) and C-SAT programmes, and the associated supplier relationships.
Their focus will be as follows:
Ensure that all Programme deliverables and approaches are aligned with the CX Blueprint and three year CX Strategy for the region.
As the senior CX expert for the region, sign off relevant Programme documentation that drive key deliverables, such as PIDs, benefits,change requests etc.
Where risks and issues arise, support the Programme to define solutions that take account of the Blueprint as well as current challenges / constraints within markets.
Be the Voice of the Customer in our business, raising awareness and securing buy-in at all levels for the target experiences we want to give our customers
- Update and re-baseline the Blueprint as necessary, including taking account of market and technology developments and opportunities.
Work with markets and regional / group partners to set and then coordinate the delivery of annual business plans that make the Blueprint real and enhance the experience we are giving to our customers.
These plans will need to include (but are not limited to) enhancements to: processes, technology, ways of working, colleague skills and performance, and the use of data and insights.
Work with CX leaders across our markets to build a thriving and effective cohort of colleagues with a shared focus on transforming the experience that we give our customers. Use community forums to share best practice and solve issues together. Ensure that market leaders understand, can influence, and are aligned with the future direction of customer experience in the region.
Set relevant targets and measure progress across the region.
Work with relevant suppliers to improve our data and insight capability, and drive adoption of new insights across the region.
Take a strategic view and use data to identify long-term and cross-cutting issues and opportunities in the experience we give our customers.
Company Description
Are you looking to make your mark in a challenging new role in an international company, using your experience in CX management?
We are hiring a CX Director for our Europe team
This person can work from any of our Europe offices, in a hybrid environment
This opportunity brings with it a wide range of opportunities for growth and development in the CX space.
If you have a great understanding of the increasingly complex world of customer experience and the drive to help others succeed then this could be the role for you!
About us
Rentokil Initial plc
Rentokil Initial (RI) delivers services that ‘Protect People, Enhance Lives’. We protect people from the risks of pest-borne disease, the risks of poor hygiene or from injury in the workplace. We aim to enhance lives with services that protect the health and wellbeing of people and the reputation of our customers’ brands. Throughout the world, demand for higher standards of public health, stricter food safety legislation and compliance with workplace safety regulations are driving demand for our service expertise.
Rentokil Initial is a global support services company, operating in all of the major economies of Europe, North America, Asia Pacific and Africa:
- Rentokil Initial is a FTSE 60 company and operates in 80 countries with revenues of over £3bn.
- We are a ‘people business’ with over 40,000 colleagues.
- We offer a wide range of services to businesses, the public sector and residential customers.
- Our core market categories are Pest Control and Hygiene/Washroom services.
- Market leading positions in major markets - UK, US, Australia, France and emerging Asian and Latin American markets.
- Contract based businesses with >85% retention rates.
Rentokil Initial has identified three core values that underpin our business - Service, Relationships and Teamwork. By living our values, we are better placed to offer consistently outstanding customer service.
Rentokil Initial Europe
The Europe region spans 19 countries and over 30 businesses. We offer Pest Control, Hygiene & Wellbeing, Dental, Ambius and Textile services to over 200,000 customers. We have ambitions to grow our business strongly over the coming years and have identified that CX is a critical element of our plans. Consequently we are looking for a CX professional to help work with our country teams to deliver strong performance across all CX channels.
Qualifications
Experienced CX / customer service leader at a senior level
Implemented numerous transformations in the field of CX, with tangible benefits, preferably covering a broad range of initiatives such as: processes, CRM, CCM and other systems, customer contact channels, workforce, OD, culture.
Experienced in promoting CX and being accountable for delivery to C-Suite executives
Good understanding of key transformation and change management approaches
Proven experience of skills in setting multi-year business strategies
Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit. A strong foundation in data and business numeracy
A relationship builder, able to build alliances across geographical and functional boundaries
Experience in working in large multinationals and across country boundaries would be beneficial
Additional Information
Rentokil Initial is home for everyone: feel free to come as you are
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