Location - UK (London, Manchester or Corby) or 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 consistently strive to deliver the best possible service to all our customers and challenge ourselves to provide a seamless procurement experience.
We are one team. We deliver brilliantly. We do the right thing. We make every day better.
These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.
Together, we can make great things happen. Aim for amazing and beyond.
What you will be doing:
- The purpose of this role is to lead the operational delivery of EMEA Customer Engagement & Experience; orchestrating the delivery of Go-To-Market activities and customer journeys.
- Utilising group frameworks, determine a deployment approach that enables the short- & long-term delivery of the EMEA Go-To-Market plan, connecting sales, service, marketing & digital channels to create the desired customer and commercial outcomes.
- Work with the Group CX organisation to provide an EMEA voice and representation in the development of the group customer strategy, definition, segmentation and Voice of the Customer (VOC) program.
- Working within the Group Customer Strategy and frameworks deliver and deploy customer segmentation, testing & validating data models, and ensuring regional engagement and understanding of segment definitions.
- Work with markets to help operationalise & deploy strategy on the ground. Work with local sales & marketing teams & channel owners, to define desired outcomes & relevant customer engagements across channels.
- Stand up experimental use cases, that use a combination of sales, marketing and digital channels on focused customer segments. Use critical thinking to take ideas to market quickly, engaging market teams and identifying quick wins and organisational requirements to deliver at scale.
- Align strategic initiatives & channel deployment across customer lifecycle & customer journey stages which include acquisition, awareness, development, and retention.
- Ensure large scale delivery programs & technology products (eg CRM, CDP, CDM, Digital Commerce) are utilised once delivered to achieve desired EMEA commercial outcomes.
- Work with all EMEA go-to-market functions to ensure delivery of end-to-end customer experience through their channels and customer contacts. Be the bridge between sales & marketing to achieve specific commercial outcomes per customer segment.
- Use customer insight to inform improvements to EMEA customer experience and delivery across go-to-market channels.
Responsibilities:
- Lead a virtual team in a matrix structure to engage, align and deliver initiatives that create an improved Customer Experience.
- Play a vital role in the Global Customer Experience Community of Practice, representing all EMEA markets across customer journeys & commercial engagement.
- Deliver iterative & experimental use case deployment across multiple markets in EMEA to deliver a segmented customer engagement approach.
- Design an EMEA Customer Engagement approach, which uses internal and external measurement to understand customer sentiment and improve experience, building the customer into our EMEA Go-To-Market Strategy.
- Work across Marketing, Sales, Service & Digital teams to build a holistic customer engagement approach across all EMEA markets.
- Lead on developing all customer associated workstreams for EMEA M&A integration activity including mapping as-is customer journeys through designing to-be proposition & integrations journeys.
- Utilise group CX Tools which help best to leverage external sentiment in a complex B2B organisation.
- Work with digital and behavioural teams to improve CX across on and offline channels – to drive personal & relevant experiences for EMEA B2B customers.
- Govern local market CX activity tracking improvements and identifying trends for large scale improvements.
What we are looking for from you:
- A passionate Customer Experience practitioner with demonstrable experience of leading a matrix team across multiple geographies.
- Experience of working in a Sales, Marketing or CX environment focused on delivery of CRM and eCommerce platforms.
- A strategic thinker and planner – scans the internal and external landscape, identifying trends and implications, and joins things up internally to simplify and align our business to pursue the opportunity.
- Managed risk taking - Data rational and mines data for insight, seeks diverse perspectives and uses that insight combined with sound judgement to inform decisions and action that balance risk and reward.
- Experience of improving customer experience and customer journeys by managing and acting as the business owner for large CI or strategic change projects.
- Ability to work with sales, marketing and digital teams at all levels to drive change and exploit commercial opportunities.
We are RS Group.
At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.
Our purpose? Making amazing happen for a better world.
We send out a parcel every 2 seconds, to over 135 countries. We provide over 750,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.
We want people like you, as you are curious about things, you like doing things differently and in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.
We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our ESG action plan is at the heart of everything we do.
Come and join us and our 9000 employees worldwide – we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.
Are you ready to explore the possibilities?
