Digital Transformation – Multichannel CX/Ecommerce Lead is a proven leader who will define, create and execute innovative strategies that deliver a consistent and world-class service experience for Univerre customers. This highly visible role will drive best-in-class online experience including the corporate site, customer portal and the e.commerce channel. You will build and execute strategies that are customer-centric, lead cross-functional programs to create an executional practice and standards for the entire organization. The Digital Transformation – Multichannel CX/Ecommerce Lead will be data driven, leverages industry and market best practices, collaborate customer and business stakeholder feedback to facilitate resources and initiatives required to create 360 customer experience that maximizes customer loyalty and supports profitable growth.

This role works closely with sales, marketing, product, technology teams and customers to ensure Univerre online experiences are delivered timely and achieve the business objectives for our customers. The ideal candidate will possess a positive, engaging and goal-oriented management style and must be comfortable working with cross functional teams. The position reports to the Chief Disruption & Growth Officer.

Key Responsibilities

  • Define and build customer experience strategy, framework and tools, aligning to company strategy
  • Develop key benchmarks and measure of successes for customer experience
  • Influence online strategy to drive seamless, customer-centric, and personalized experience using artificial intelligences/machine learning techniques
  • Develop operational frameworks of the end-to-end customer experience across all interaction channels for online acquisition, engagement, and delivering frictionless customer experience
  • Acts as key stakeholder and consultant in customer experience impacting initiatives across the company, advises on prioritization and design, and measures outcomes
  • Keeps up to date on emerging industry trends and changes that affect the customer experience
  • Ensures deep integration with technology partners by fostering a culture of collaboration and managing online design talent with technical fluency

Desired Skills and Experience

  • 5+ years of progressive experience in online platforms and multichannel services
  • Proven track record of leading complex cross-functional projects to deliver world-class omni-channel customer experience
  • Ability to think strategically and set a vision, while also roll-up sleeves approach to execution
  • Exposure to UX design and digital technical customer journey mapping
  • Ability to work in start-ups environment with good understanding of SaaS models
  • Very strong analytic capabilities. Able to translate data-driven insights into business recommendations·
  • Demonstrated good verbal, presentation and written skills; the ability to speak to groups and lead or facilitate technical workshops
  • People management experience with track record of building high performing teams, acquiring and developing talent

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