Head Of Customer Journey & Cx

Our client are a household name with a strong stable of brands operating at a global scale. At a really exciting point in their evolution, this business unit operating within the Wholesale / HORECA Channel have created a new, omnichannel role aimed at delighting customers along their path to purchase journey and beyond.Key responsibilities include:Developing and implementation of a customer journey strategy that aligns with our client overall business objectives, accelerating business growth.Lead the focus on customer centricity across the business and create a marketing culture that prioritises the importance of understanding the customer experience and journey.Collaborate with cross-functional teams to identify customer pain points and develop innovative solutions to enhance the overall customer journey.Conduct in-depth customer research and analysis to gain insights into customer needs, preferences, and behaviours.Turn feedback into action by gathering customer insights and translating them into strategies for continuous improvement.Implement and monitor key performance indicators (KPIs) to measure, adjust and improve the effectiveness of customer experience initiatives and drive regenerative performance and growth at scale.Key experience required:Strong track record in delivering customer journey / CX within a multi-layered, matrix organisation; Exemplary CX understanding within an omnichannel environment, with a strong bias toward digital / D2C environments; Exceptional influencing & gravitas with great exposure to working with C level stakeholders both in the UK & Internationally;This is an exciting role based on the outskirts of London (c.2 days a week in the office) that offers great development scope alongside a 6 figure package.