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    Performance Manager - London, United Kingdom - DS Smith

    DS Smith
    DS Smith London, United Kingdom

    1 week ago

    Default job background
    Description
    DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations.

    We play a central role in the value chain across sectors including e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

    Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people.

    We are currently embarking on a Customer Experience transformation journey.

    An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future.

    To do this, we require a CX Performance Manager, who will work closely with local and global stakeholders to embed a customer insights driven continuous improvement cycle along the entire customer journey and across all DS Smith markets.

    In this role, you will lead the development and deployment of a Customer Experience performance management solution.

    You will define business requirements along the different customer facing functions, like metrics, insights, process, frequency, channels, visibility etc., You will work closely with the business to use the CX management solution strategically to drive value and capture best practices.

    You will share those best practices and report on CX performance across the business, leveraging customer insight from all channels to better understand customer needs and amplify the Voice of the Customer.

    Define business requirements, design and develop the CX performance management approach, including people, process, data and system
    Continually investigate new data or AI capabilities that generate insights, and drive actions to optimize CX approach
    Develop the deployment toolbox and support implementations; plans, governance, roles and responsibilities, change management, training programme, digital CX platform, implementation materials
    Support in-country teams (including executives) to optimize strategic value creation by using the CX performance mgmt. Continuously capture feedback and explore new features to optimize the CX performance management solution.

    Develop regular reporting cycle, with annual deep-dive CX performance and best practices report and find ways to amplify the Voice of the Customer in our business.

    Qualified to bachelor's degree level in Business/Marketing, or equivalent experience
    Experience introducing (define, design, develop) a customer experience management solution in a business
    Comprehensive understanding of business improvement methodologies/tools. Strong project management skills and ability to shift from planning projects to planning programs with ease
    Strong analytical and proficient in data analysis, KPI setting and reporting tools.
    Discretionary bonus
    Pension scheme, life assurance and income protection
    Employee Assistance Programme
    Employee Discounts
    Cycle to work scheme

    Location:
    London (Paddington) - hybrid

    DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and paper making operations.

    We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials.

    Through our purpose of 'Redefining Packaging for a Changing World' and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society - replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

    Our bespoke box-to-box in 14 days model, design capabilities and innovation strategy sits at the heart of this response.

    Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people and we are a Strategic Partner of the Ellen MacArthur Foundation.

    Our history can be traced back to the box-making businesses started in the 1940s by the Smith family.
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