Head of Customer Experience - Runcorn, United Kingdom - Protein Works

Protein Works

Verified Company

Runcorn, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are Protein Works
Rewind to 12th December 2012.

Out of a freezing cold office (because we couldn't afford heating back then), our founders huddled round a couple of laptops.

This was the moment.

After a year of working round the clock and a lifetime of tempering the thirst to create a world class brand, we pressed LAUNCH.

That was the moment Protein Works. website went live to the world.

It's not an overly fancy story, we know. There're no garages worked out of, no office in the Bay Area to talk up. But fancy isn't in our DNA, innovation is.

With the idea to rock the very foundations of a sports nutrition industry that had become stagnant, we set out to create a health and fitness brand that put pure quality & wow service before the lowest possible price.

We knew we'd be the underdogs from the very beginning. But you know what? We love that.

Fast forward around 10 years and the journey from humble Cheshire beginnings, to over 3 million orders shipped globally may be in the bag, but our future is just beginning.

So of course, it follows naturally that we believe in an in-house approach. We put talent and expertise at the centre of our brand. For us, team is everything.

In short, we don't 'do' agencies, and we emphatically believe our people are the best ones to create and deliver success.

As such, PW is an entrepreneurial place that values those people who want to make a dent, don't want to be held back & don't do politics.

We are bored with 'corporate', are positively impatient & passionate self-learners. The culture is fast paced, supportive, and audacious.

At our Cheshire based HQ we live and breathe the full business mix - an ever-growing facility across two sites and almost 100,000sq ft.

On Campus One, you'll find everything to do with Innovation & Manufacturing of our award-winning products.

Just around the corner, on Campus Two, you'll discover everything from Sales & Marketing and Product Development to Supply Chain Planning, Finance and Customer Experience.

Oh and our vast Fulfilment Centre is there also.

We ship out over 3,000 products around the world, every day, to help people achieve their health and fitness dreams, live healthier lives and make a difference.

Are you highly commercial with exceptional negotiation skills? Do you have the entrepreneurial flair to seek out the ideal partners in a region and then proactively develop that market? Does hitting targets get you out of bed in the morning? If so, we want to hear from you.

Reporting into our CMO and working closely with the CEO you'll have a combined 20+ years of digital retail experience supporting your performance and growth over the years to come.

You'll take the lead on developing a "wow" experience for our customers, heading up our 5 strong International Customer Experience team.

You'll have the chance to make this channel and team your own, moving it away from reactive service and into a world class experience team.

The Role:
UK & EU Head of Customer Experience
This is a newly formed role within the business and has been created for these primary reasons;

To contribute to, and delivery our Customer strategy, which is part of our wider Brand & Marketing vision
To energise our customer experience team, developing UK & International talent to perform to ambitious KPIS
To reinvent the way we deliver service, using innovation, technology and systems to enable self service
To create and deliver a proprietary concierge style service to our customers at varying levels
To roll out personalisation across key service touch points, to enable 'wow' moments in the everyday
To increase the efficiency of Acquisition rates and the performance of Retention rates

The uber talented and incredibly driven person selected for this role will play a pivotal part in the delivery of our customer section of our brand strategy.

As well as driving a team of high performing CX Specialists, owning the 'in-the-trenches' day to day, you will also need to play an active role in the operational set up of our service proposition, managing systems, processes and performance.

Your remit also covers ownership of key website experience elements within all our markets (UK, IE, FR, DE, IT, ES, NL, SE, DK, ROW), ensuring the sites are clear, correct and there are no blockers to conversion.

To ignite this role, you'll need to think customer first, be digitally aware and tech savvy.

Using your leadership skills, problem-solving ability and love for customer service, you will be the person on the ground helping to ensure we deliver world-class service and wow moments in our UK, European & ROW markets as we grow.

Immediate Responsibilities and Hot Projects

Plot, Plan and Deliver on the following:

1. Embed European CX specialists into the team and get them delivering to targets of both quantity and quality

2. Take our targets and SLAs official and embed key reports and perf