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A leading retail group is looking for a visionary Customer Experience (CX) Transformation Lead to revolutionise how we engage with their customers. This is a unique opportunity to shape the future of customer interactions across all touchpoints, driving customer loyalty and satisfaction in a dynamic retail environment.
The Customer Experience Transformation Lead will play a pivotal role in transforming the customer journey across our retail brands. The successful candidate will be responsible for designing and implementing innovative strategies that enhance the overall customer experience, both online and in-store. This role will work closely with senior management, marketing, and operations teams to ensure that every customer interaction reflects the company’s commitment to excellence.
Key Responsibilities:
Lead the development and execution of a comprehensive CX transformation strategy that aligns with the retail group’s business objectives.
Analyze customer data and feedback to identify pain points and opportunities for improvement across all customer touchpoints.
Collaborate with cross-functional teams to redesign customer journeys, ensuring seamless and engaging experiences across channels.
Implement new technologies and processes to enhance the customer experience, including CRM systems, personalization tools, and customer service platforms.
Drive change management initiatives to ensure successful adoption of new CX practices across the organization.
Monitor and measure the impact of CX initiatives, providing regular reports and insights to senior leadership.
Requirements:
Proven experience in leading customer experience transformation projects, ideally within the retail or consumer goods industry.
Strong understanding of customer behavior, journey mapping, and experience design.
Expertise in utilizing data analytics and customer insights to drive decision-making.
Excellent project management skills with the ability to manage multiple initiatives simultaneously.
Exceptional communication and leadership skills, with the ability to influence and inspire teams across all levels of the organization.
A passion for creating memorable customer experiences and a deep understanding of the retail landscape.
About the Company:
This major retail group is known for its wide range of high-quality products and exceptional customer service. With a strong presence across multiple regions, the company is dedicated to continually enhancing the shopping experience for its customers. The successful candidate will join a forward-thinking organization that values innovation and places the customer at the heart of everything it does.
Why Join:
Lead a transformative initiative that will redefine customer experiences across a major retail group.
Work in a fast-paced, collaborative environment that values creativity and innovation.
Enjoy a competitive salary and benefits package, along with opportunities for professional growth and career advancement.
Make a significant impact within a company that is committed to delivering the best possible experiences for its customers.
Interested candidates are encouraged to apply by sending their resume to resumes@aequalisconsulting.com.au