Global Customer Experience Director

Global Customer Experience Director
We are Oriflame
Founded in Sweden 1967, we are a social selling beauty company present in over 60 countries around the world. We have a different and holistic view on beauty – Beauty by Sweden. For us beauty is a way of life; to be healthy, enjoy beautiful skin and to find your personal expression. Our portfolio of nature-inspired beauty products powered by science are marketed through approximately 3 million Independent Oriflame Brand Partners.
Purpose of the role:
The Global Customer Experience Director is a leadership role, reporting directly to the Group Management Member. The role is required to drive and oversee the CX strategy, to own the overall customer journeys and to engage and support the different functions, regions and markets to ensure an excellent and seamless end to end customer experience across all touchpoints. The position also includes the Global Customer Service function to ensure direct impact on some crucial touchpoints and direct feedback loops. The Global CX Director and his/her team of Customer Experience Insights, Global Customer Service and Regional CX Champions will work highly cross companywide to achieve their goals and targets, which requires excellent direct and indirect leadership.
What will you do?
CX vision, strategy and implementation:
o Establishing the overall customer experience vision and strategy for Brand Partners and Consumers
o Ensure the strategy is known and driven throughout the company
o Establish clear roadmaps together with all stakeholders with activities and follow up on KPIs to ensure the governance of implementation
o Partner effectively with other experience /functional areas, regional and market teams to create same vision, goals, ownership and ensure implementation
Customer Journeys:
o Own overall customer journeys for Brand Partners and Consumers – whereas ownership of touchpoint improvements lies with functions/regions/markets
o Identify journeys across touchpoints, recommend and implement improvement areas together with respective functions/regions/markets to develop excellent end to end customer experience
o Provide direction for excellent customer experience throughout the journey: Ensuring that the organization continuously closes identified pain points and creates moments of delight in line with the brand experience
o Frequently report gaps and improvements to Senior Management
o Partner effectively with all involved teams
Customer centricity and Voice of Customer:
o Ownership of Voice of Customer programme. Ensure customer feedback on all relevant touchpoints is fed back to respective functions and/or markets/regions
o Drive and establish customer centric thinking throughout organization by working together with markets, regions and functions and creating space for sharing ideas to ensure efficient implementation and growth
o Be a speaking partner and give input for how to enhance Customer Experience in different areas within organization
o Ensure and act as centre of excellence, establishing, and evaluating a clear and aligned expression of our customer experience
Global Customer Service:
o Identify improvements within global customer service to ensure more efficient and delightful experience
o Increase chat-channel share, self-service capabilities and usage of customer feedback coming through Contact Centers
o Implement identified efficiency and saving potentials through platform usage
o Drive customer service process and system support through team, implement customer care programme and deliver on clear KPI targets
Team and leadership:
o Lead and manage team of 5-8 people including Customer Experience Insights, Global Customer Service and Regional CX Champions
o Indirect leadership of many functions and markets/regions during Customer Experience work
Your background and your qualifications:
· Minimum 8 years’ experience in Customer Experience positions
· Successful results in implementation of customer centric thinking, end to end customer journey mapping and delivering excellent customer experience with increased KPIs (CLV, retention, profitability etc)
· Vast experience in working with digital as major channel for touchpoints of customer journeys
· Excellent direct and indirect leadership and interpersonal skills in different roles
· Enhanced experience in Project Management
· Ability to inspire cross functional teams and drive customer centric thinking through the organization
· Strong conceptual and communication skills as well as project management skills
· Business acumen and commercial understanding, working towards clear set KPIs and targets
· Awareness and constant willingness to learn about current trends in customer experience
· Self-starting attitude and an open outlook, liking to work in a very dynamic environment
· Resilience under pressure and against deadlines
· Knowledge of tools involved in customer experience
· Experience in selling ideas and projects to senior management and an organization
· Work experience in FMCG, retail or management consultancy
· University degree
· Fluent in English and good skills of Microsoft Office
What do we offer?
With us you get the opportunity to work in an international and diverse environment with top level experts and professionals. You will be able to take a rather ‘untouched potential’ and build it into a powerful new way of thinking within the organization. The position is based in our headquarters in Stockholm and reports directly to the VP, Head of Global Operations & Customer Experience and therefore to a Member of Group Management.
Does this match your profile and expectations?
Then don’t hesitate and apply now. Or spread the word to people who might be the right match.