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CX Director, Europe

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Rentokil Initial

11d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Consulting
  • Milan
  • Quick Apply

AI generated summary

  • You must be a senior CX leader with transformation experience, ability to engage C-Suite, strong strategy skills, data-driven, and adept at building cross-functional relationships in multinationals.
  • You will align CX strategies, oversee program documentation, support risk management, advocate for customer voices, coordinate business plans, enhance processes, and drive data insights across markets.

Requirements

  • Experienced CX / customer service leader at a senior level
  • Implemented numerous transformations in the field of CX, with tangible benefits, preferably covering a broad range of initiatives such as: processes, CRM, CCM and other systems, customer contact channels, workforce, OD, culture
  • Experienced in promoting CX and being accountable for delivery to C-Suite executives
  • Good understanding of key transformation and change management approaches
  • Proven experience of skills in setting multi-year business strategies
  • Good understanding of common CX data sources and KPIs, and how to leverage them for commercial benefit. A strong foundation in data and business numeracy
  • A relationship builder, able to build alliances across geographical and functional boundaries
  • Experience in working in large multinationals and across country boundaries would be beneficial

Responsibilities

  • Ensure that all Programme deliverables and approaches are aligned with the CX Blueprint and three year CX Strategy for the region.
  • As the senior CX expert for the region, sign off relevant Programme documentation that drive key deliverables, such as PIDs, benefits, change requests etc.
  • Where risks and issues arise, support the Programme to define solutions that take account of the Blueprint as well as current challenges / constraints within markets.
  • Be the Voice of the Customer in our business, raising awareness and securing buy-in at all levels for the target experiences we want to give our customers.
  • Update and re-baseline the Blueprint as necessary, including taking account of market and technology developments and opportunities.
  • Work with markets and regional / group partners to set and then coordinate the delivery of annual business plans that make the Blueprint real and enhance the experience we are giving to our customers.
  • These plans will need to include (but are not limited to) enhancements to: processes, technology, ways of working, colleague skills and performance, and the use of data and insights.
  • Work with CX leaders across our markets to build a thriving and effective cohort of colleagues with a shared focus on transforming the experience that we give our customers.
  • Use community forums to share best practice and solve issues together.
  • Ensure that market leaders understand, can influence, and are aligned with the future direction of customer experience in the region.
  • Set relevant targets and measure progress across the region.
  • Work with relevant suppliers to improve our data and insight capability, and drive adoption of new insights across the region.
  • Take a strategic view and use data to identify long-term and cross-cutting issues and opportunities in the experience we give our customers.

FAQs

What is the role of the CX Director for Europe at Rentokil Initial?

The CX Director will be the senior CX leader for the European region, responsible for setting and leading the implementation of the CX strategy to improve customer satisfaction, retention, and commercial performance.

Where can the CX Director work from?

The CX Director can work from any of the Rentokil Initial offices in Europe in a hybrid environment.

What kind of experience is required for this role?

Candidates should have experience as a senior CX/customer service leader, with a proven track record of implementing transformations in the field of CX and delivering tangible benefits.

How many countries does the Europe region cover for Rentokil Initial?

The Europe region spans 19 countries.

What are some of the key responsibilities of the CX Director?

Key responsibilities include setting and delivering the CX blueprint, measuring and reporting on CX KPIs, acting as the Voice of the Customer, and coordinating annual business plans with market leaders.

What kind of metrics will the CX Director be accountable for?

The CX Director will oversee CX KPIs, including NPS and C-SAT programs.

Is there an emphasis on collaboration in this role?

Yes, the role emphasizes building relationships across geographical and functional boundaries, and working with CX leaders to enhance the customer experience.

What are the core values of Rentokil Initial?

The core values of Rentokil Initial are Service, Relationships, and Teamwork.

What kind of educational background is preferred for this position?

Though not explicitly mentioned, a strong foundation in data and business numeracy is essential, along with experience in developing multi-year business strategies.

Is prior experience in large multinationals necessary?

Experience working in large multinationals and across country boundaries would be beneficial for this role.

Rentokil Initial

Global leaders in Pest Control, Hygiene, Plants & Scenting services

Retail & Consumer Goods
Industry
10,001+
Employees
1925
Founded Year

Mission & Purpose

Rentokil Initial plc employs 44,500 people across 83 countries - offering the experience and expertise of a multi-national organisation, whilst delivering services with the agility and characteristics of a local business. As world leaders in Pest Control and Hygiene & Well-being services, we deliver services that protect people and enhance lives, to commercial and private customers worldwide. Rentokil Initial plc is listed on the London Stock Exchange (FTSE 50).