Chief Customer Officer - London, United Kingdom - Intelligent People Ltd

Intelligent People Ltd

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Intelligent People has been retained to search for a Chief Customer Officer for a well-known digital first consumer retail brand, to drive a step change in customer growth and customer experience across all touchpoints.

Our client makes over one million customer deliveries every week with incredible repeat order/loyalty rates. There's also a strong ESG aspect to their offering.

Leading a team of 15 across marketing and buying/category management, this is broad leadership role with responsibility for brand & creative, customer experience, customer acquisition & retention and buying & merchandising.

The Chief Customer Officer will:

Develop/enhance the brand tone of voice across all channels and lead analysis of customer profiles to maximise growth across key customer segments.
Drive brand awareness and enhance social presence, experience in social marketing (TikTok, Insta, Facebook etc.)
Develop creative, nonconformist ideas to inspire customers, that standout against competition.
Working closely with technology and external partners to deliver a world class CX / UX journey across all customer touchpoints.
Own onsite experience and drive conversion rate optimisation.
Drive customer targeted acquisition/growth (by street, neighbourhood, postcodes) across all digital and offline channels (e.g. refer a neighbour schemes, canvassing). Deliver outstanding CAC through relevant insights.
Instil a data led approach to decision making, testing and optimisation to drive commercial outcomes.
Continually improve and enhance the digital customer experience (web and mobile App) and product merchandising to delight customers, increase basket size & LTV and further increase loyalty and retention rates.
Own all loyalty and referral schemes/activities.
Lead a team of merchandisers & buyers, developing a curated artisan range of goods. Drive buying & category management commercial performance with a focus on margin, stock level optimisation and merchandising.
Create and successfully execute meaningful commercial opportunities/partnerships
Lead and develop a team of 15 across marketing and buying, building a highperformance culture that inspires and brings out the best in the team.
Very strong leadership experience in directtoconsumer, transactional eCommerce environments, with a physical consumer product.
Broad experience across marketing (brand, communications, acquisition, retention, data), onsite experience, eCommerce trading and buying/category management.
Ideally experience of a scaling journey or evidence of growth/high commercial performance.
Be customer obsessive with a passion for understanding customer behaviour and solving customer problems.
Strong leadership experience, managing teams of at least 10 people. Experience developing team members, upskilling, etc.
A very strong data focus and comfort using data to make measured commercial decisions.
Any experience of subscription models is an advantage, but is not essential.
First class communication, presentation and stakeholder management skills. Ability to develop and articulate business cases and influence with logical reasoning.