Regional Head of Customer Experience

1) Customer Advocacy: Act as the voice of the customer internally, representing client needs and expectations across departments

2) Service Performance: Monitor and analyse agreed customer satisfaction KPIs then develop and implement action plans to improve service delivery

3) Process Improvement: Collaborate with cross-functional teams and work towards streamlining processes, reducing errors, and enhancing communication along the logistics chain

4) Leadership: Influence different parts of the organisation to set CX goals and coach performance

5) Client Engagement: Together with the sales organisation, build long-term relationships with a variety of customers through regular check-ins, performance reviews and proactive service improvements

6) Digital Experience: Work with technology teams to enhance customer portals, tracking systems and other digital interfaces that improve usability and transparency

7) Training and Development: Facilitate knowledge sharing workshops and coaching to uplift CX maturity across the organisation