PLEASE NOTE - This role is a 12 month Fixed Term Contract
Hybrid role with negotiable number of days in the office
At Cromwell we support amazing businesses in the UK and internationally to keep their operations running and people safe, and our goal is to become the easiest company for them to deal with.
Starting with the customer remains at the heart of everything we do here at Cromwell & we have a fantastic opportunity to join our team as a Customer Experience Partner.
Are you passionate about customer experience? Are you motivated by the accountability of creating the vision and leading the development & delivery of seamless customer experiences across all stages and touchpoints of the customer journey, making our customers lives easier and resulting in consistent achievement of award winning NPS, CES & CSAT performance? Do you want to lead cultural transformation, resulting in the delivery of a consistent and trusted brand experience across all channels to create competitive advantage and ultimately driving revenue growth?
If so, this could be the perfect role for you, and we’d love to hear from you!
As a CX Partner your responsibilities will include:
* Implement the Customer Experience strategy, priorities & measures of success, ensuring full alignment to our business mission, strategy and principles.
* Champion the customer agenda with colleagues at all levels of the organisation, ensuring that customer research & insight findings are understood, used, tracked and acted upon, making sure we have a “customer” mindset & attitude across the organisation.
* Implement & coach customer centric skills & capability across the organisation.
* Instigate and lead cultural change and embed a customer centric ethos across the organisation at all levels.
* Collaborate with functional leaders across the business to embed customer centricity in their respective department & support delivery of initiatives/new ways of working in alignment with the overall customer experience strategy.
* Educate and instil common customer language and mindset, working with leaders on messaging, reinforcing & driving the cultural change forward.
* Accountable and responsible for role modelling customer friendly language and tone in all customer communication, influencing consistency across the business.
* Use data and insight to continuously understand customer needs and translate into business processes, ways of working and technology requirements.
* Measure and track delivery & ROI on identified transformation opportunities for customer experience along with driving a continuous improvement culture across the business.
* Facilitate sessions to implement programs, processes & ways of working intended to help all areas of the organisation understand, believe & create positive customer experiences.
* Create detailed delivery plans and support other Customer Experience Partners to deliver.
* Collaborate across the wider Customer Experience Team to ensure consistency, relevance and the sharing of best practice across the organisation.
* Work cross functionally ensuring all activity supports the company vision and is contributing towards business goals and strategy.
To succeed as a CX Partner, we ask that you have the following:
* Experience in the customer arena understanding what good looks like a customer experience function, delivering a full end to end customer journey that drives loyalty and a positive experience.
* The ability to be a team player in a diverse function, with all the principles and values of the organisation. Inspiring and networking with others to the advantage of the business.
* Expertise of delivering integrated customer experiences in a multi-channel environment.
* Ability to work in pressurised situations, influence and deliver in a fast-paced organisation.
* Demonstrable experience in defining, planning and delivering customer led projects.
* Experience of reviewing existing systems and processes to identify issues and develop recommendations to improve customer experience.
* Operate with a “Customer First” mindset.
* Are an influential communicator who can inspire, motivate, coach & challenge whenever necessary - authentic, engaging, enthusiastic and high energy.
* Are not afraid to instil new approaches & break down barriers to reach the best solution(s).
* Create positive people partnerships. Listen to their needs, earning the trust & respect of others and deliver at pace.
* Can effectively manage stakeholders.
* Can confidently present to a diverse range of audiences using a variety of aids.
* Experience of applying continuous improvement methodologies.
* Proven experience of developing customer personas and designing customer journeys to improve impact and effectiveness, resulting in business growth.
About Cromwell
Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.
We’re all individuals, yet we’re very much one united team. We treat everyone fairly – regardless of gender, sexual orientation, background, age or disability – and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.
Cromwell is committed to being an Equal Opportunity Employer. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants from the armed forces community (current and past) an interview if they meet the minimum requirements for the role.
#J-18808-Ljbffr