Customer Experience Management Lead

As a pioneer of the sharing economy, Brambles/CHEP is one of the world’s most sustainable logistics businesses and our culture is reflective of our people, our purpose, the experience people bring, and the experiences they have. We operate in 60 countries, with over 12,000 people and 123 different nationalities. Customer Experience and Transformation are Brambles/CHEP’s core priorities.
* Flexible Location Globally *
Position Purpose
This role is a critical part of Brambles’ transformational journey to elevate the Customer Experience across the enterprise. The role will influence how we measure and impact that experience across all touchpoints of the customer journey.
The role is responsible for the development and maintenance of the metrics used to measure the Customer Experience across the Brambles Group. The role will influence key decision making required to evolve the strategic goals of the Customer Experience function to ensure alignment to the wider Brambles strategy, by defining, establishing and executing KPI and CPIs that measure our customer’s experience. The role requires a comprehensive understanding of multiple programme groups and how they interact to achieve the objectives of the reports/ dashboards that are built. Utilising external best practices, the role will create leading and lagging indicators to predict churn and provide other insights that will be useful for all business units.
Major / Key Accountabilities
Establish the baseline for current measures and perform gap analyses to identify needs for additional data points/ performance tracking.Establish the primary and secondary metrics used to track progress towards realizing the CX Vision.Utilize external benchmarks and best practices to evolve CX metrics.Engage and influence regional stakeholders to create alignment.Establish global/ regional ownership of the measures as applicable.Lead the building of analytic systems (diagnostic, proactive & predictive) and optimization models based on business drivers to support CX strategy.Work closely with the CX and commercial leads in each regional BU, and with other Group teams, to prioritise goals and activities on a Group-wide basis and to manage stakeholder engagement.Build, lead and develop the team focussed on delivery of the dashboards and systems required to compile the metrics.Ownership of the of CX metrics in terms of definition and alignment to the customer pain points. Developing and communicating new metrics that will provide proof points on progress against key customer pain points.Assist with the setting of global goals and future ambitions to reach high performing norms.
Qualifications
Essential
4 year degree in Business, Finance, Marketing, Accounting or related field.Strong commercial/market knowledge.Demonstrated proficiency managing analytically rigorous initiatives.Proven ability to flex between tactical execution and strategic implementation.Demonstrated analytical (industry, market, and business) and quantitative skills.Proven ability to build strong trusted working relationships with internal and external business partners and executive level management; influencing without authority.Strong knowledge of data modeling concepts and experience designing and implementing data models for applications and/or reporting.Ability to manage multiple projects and priorities in a fast-paced, deadline driven environment.
Desirable
Prior experience working in either Data Warehousing or Business Intelligence background.Expertise with Business Intelligence/Data Visualization tools.Expertise building pro-active metrics and leading indicators.
Experience
7+ years of business/industry work experience.Experience with project management and PMO processes.Experience in delivering complex projects and business outcomes in Brambles or a comparable matrix organisation.People leadership, ideally of global teams comprising mix of subject-matter experts and more generalist profiles.Project Teams & Executive Stakeholders.
Skills and Knowledge
Proven ability to work independently and as a team member.Demonstrated learning agility.Curiosity and drive to bring evolving external modelling techniques to uplift our capabilities.Excellent organisational skills.Excellent oral and written communication skills.Strong attention to detail.Ability to extract insight from data and adjust the messaging appropriately for stakeholders, executives and BU leaders as appropriate.Passion for changing CX and willingness to challenge established ways of thinking.Ability to collaborate, influence and gain commitment from multiple stakeholders.Organisation, problem-solving, leadership skills and influencing capabilities.
Languages
Essential
English
Desirable
Other EU Language
As an inclusive employer, Brambles wants to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore encourage you to inform your Talent Acquisition Partner of any reasonable adjustments you might need to enable this to happen.
We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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