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Customer Experience Director

Be part of something amazing.

Customer Experience Director

Posted on: December 15, 2021

Contract type: Full Time

Location: Brighton, UK

Customer Experience Director

Job description

The Company 

Headquartered in Brighton, UK, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to sector leaders and global brands.

We have spent six years redefining B2B demand generation techniques and proving that there are more predictable, higher quality ways to harness technology to create demand.

Voted Tech Company of the Year by Campaign Magazine, and Best Place to Work in the UK Business Awards 2021, we’ve been busy collecting awards for our people, service, technology, and business results. With >100% revenue and headcount growth 6 years running we are proud to be one of the UK’s fastest growing digital marketing agencies. Sopro is part of the Sopro Holdings group.

About us

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.

Our values permeate Sopro through our behaviours, not only as people but across the business. We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

The Role

The Customer Experience Director plays a leading role in developing the strategy and influencing key stakeholders to design, align and optimise our Sopro Premium operations to better support customer journeys, deliver excellent client service, satisfaction and account growth.

An immediate focus area for the role is to lead efforts to map end-to-end customer journeys in partnership with different cross-functional teams. This initiative will serve as a core springboard to design, prioritise and implement the easiest, most trusted, and most reliable service experience for our customers.

Looking to join us?

See what a career path with us would look like...

Key responsibilities
  • Account Development: define and lead innovative and effective strategy to commercially maximise the business’s 500+ client relationships
  • Retention: Plan and deliver a robust client retention strategy built on great services, great relationships and genuine client success
  • Winback: Develop and implement a productive centrally managed re-engagement and win-back strategy
  • Develop and maintain a commercially driven strategic approach to client retention and win-backs.
  • Develop short and long-term strategies for large client accounts, and deliver on those strategies to build a strong and sustainable project pipeline
  • Lead end-to-end customer journey design and ongoing journey change management – coordinating the inputs from several teams
  • Facilitate cross-functional agreement with key stakeholders on customer experience issues and collaborate across the business in a matrix style to deliver improvements
  • Proactively communicate actionable insights with relevant teams, ensuring the voice of the customer is a core part of key product, service and policy design decisions
  • Develop a range of business cases to demonstrate the return on investment in addressing customer pain-points
  • Establish external links and build a pipeline of proof-of-concepts on innovative solutions to accelerate customer journey transformation
  • Projects will be varied, including both ad hoc and tracking projects and will centre on the understanding, measurement, modelling and management of customer relationships
Requirements
  • You will be a dynamic leader with exceptional stakeholder management skills and the gravitas to constructively challenge the status quo and improves ways of work
  • Highly strategic with a passion for CX
  • Proven skills in developing customer experience strategy and implementing cross-functional roadmaps
  • Analytically minded, with the ability to identify trends within data sets and to translate them into actionable insights
  • Combination of strategic thinking, end-to-end execution expertise, and the ability to adapt quickly and deliver at pace
  • Outstanding communication, capable of creating compelling visions and simplifying complex concepts to ensure customer insight is a core part of business decisions
  • Restless to change Sopro for the better, combined with a coaching mindset and the tenacity to lead others on a change journey
  • Practical experience applying CX tools such as design thinking, persona development, journey mapping and service design
  • Comfortable working with numbers and large data sets with an eye for detail and driving a data-first approach
The package

At Sopro, we invest in our people – they are what makes our company great, and we work hard to make sure everyone feels valued. Some of the perks we offer include:

  • Competitive salary
  • Private healthcare insurance
  • Profit share scheme
  • Regular social events
  • Flexible working – a mix of office and remote working environments
  • Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented

We employ some of the best talent we have ever come across, from our management team to our developers… through to our exceptional marketing and operations teams. Nobody grows without working with the best, and you will be working with the best from day one.

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