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Informa Customer Experience Director - EMEA in London, United Kingdom

Customer Experience Director - EMEA

London, England

Job Reference:--006277

Location:London, England

Closing Date:31/05/2019

Department:Operations/Events

Division:Informa Markets

Main Duties & Responsibilities:

Develop a system of customer insights to enable data-driven CX decision-making

  • Creation of key performance metrics to measure customer experience, capturing customer behaviour, analysis of results, and development of cross-departmental recommendations

  • Develop a comprehensive strategic analysis using a variety of data sources as an input to the strategic plan for each show and vertical

  • Synthesize customer-centred information from various sources and connect the dots in meaningful ways

  • Develop an in-depth knowledge of the exhibition industry, customer, and technology trends

Facilitate opportunities to embed CX throughout the organization

  • Collaborate with key leaders throughout the organization to identify opportunities to provide guidance and training to teams implementing customer experiences

  • Identify the needs throughout the organization for CX coaching and training, and co-create the needed process and materials with the full CX team

Drive CX outputs through the organization to the customer

  • Develop and implement the overall CX strategy across Informa Markets in EMEA

  • Assess how to best move the CX vision through the organization with the goal of enabling the best possible implementation and removing barriers to that implementation

  • Define and implement the process needed to coordinate across multiple roadmaps throughout the organization as part of the CX process

  • Push CX projects forward and provide management of projects to ensure effective and successful execution

  • Work closely with operations and the show teams to implement all change initiatives

Mapping and continuous improvement of customer journeys

  • Use existing data to assess the current customer journeys to create a benchmark for future improvements

  • Set the customer journey map and strategy for our shows

  • Instil and manage a process of continuous improvement in our customer journeys

  • Put in place a system for regular mystery shopping of our customer journeys to ensure that changes have been carried out, correctly implemented and are effective

Process and technology improvements

  • Design, communicate, maintain and continually optimize departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience

  • Identify weak points in our current customer journeys and propose process or technology improvements to fix these gaps

  • Own this change management process and ensure that once new processes have been created that they are then followed by all parties

  • Understand and assess the technology solutions available from our existing suppliers to ensure that we are using them to the required levels

Effective people management

  • Provides day-to-day work direction to Customer Experience department, including:

  • Onsite CX team

  • Customer Service teams

  • Registration team

  • Business Process Improvements team

  • Partnerships team

  • Customer Centre Product Manager

  • Provides work direction in a matrixed environment for a cross-functional project team

  • Provide mentoring and training across the broader team to ensure customer-centred work is embedded throughout the organization

Maximising the profitability and CX results of our partnership strategy

  • Take responsibility for the annual budget for supplier commissions and ensure that the partnership and CX strategies are aligned to ensure both are complementary and effective

  • Identify opportunities to improve CX by providing additional services from our preferred partners and other qualified suppliers

  • Develop a strategy that creates a virtuous circle of preferred partner success, commission gains and customer satisfaction

  • Build a commercial business case for reinvesting above-budget commissions into CX initiatives

Management and Reporting

  • Development, budgeting and continual refinement of the CX strategy

  • Monitor and manage customer satisfaction levels

  • Conduct regular mystery shopping exercises to validate our processes and customer experiences and report back on your findings

  • Conduct regular and ongoing research with our customers to look for continuous improvements in our customer journeys and report back on your findings

  • Effective communication with other internal departments including sponsorship, operations and marketing to maximise client experience.

  • Perform any other duties commensurate with the grade and level of responsibility.

Person Specification

Minimum Education Level:

  • Bachelor or Master’s Degree in Business, Marketing, Operations or Finance

Background Knowledge, Skills & Experience:

Essential

  • Significant experience in Customer Experience, Operations, Customer Service, Strategy, Product Management, or Planning with extensive experience in a large, matrixed organization

  • Seasoned leader with demonstrable track-record of leading high-performance, cross-functional teams while implementing corporate initiatives which meet or exceed expectations

  • Demonstrated skills and experience in the following disciplines: customer insights, business strategy, technology trends

  • Comfortable with all forms of customer insights, including quantitative and qualitative research and other customer signals from search, digital, and social data

  • A strategic-thinker with a proven ability to develop a compelling vision for CX

  • Ability to perform with a high level of self-direction and independence

  • Excellent verbal and written communication skills – a great story-teller and communicator

  • Proven ability to build collaborative relationships at all levels

  • Excellent project management skills and ability to prioritize among competing priorities

  • Ability to work in ambiguity and break-down ambiguity into actionable items

  • Experience effectively managing large budgets

  • Excellent presentation development skills with a strong working knowledge of Microsoft PowerPoint

  • Willingness to travel (25%)

Desirable

  • Previous experience in or consulting for a large organization with multiple customer-facing channels

  • Experience working in the Middle East region, including Turkey and Egypt

  • Arabic language skills a bonus

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