Director of Customer Experience & Engagement - EMEA

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Director of Customer Experience & Engagement - EMEA

Location:

London, ENG, GB, N1C 4AG; Corby, ENG, GB, NN17 5JF; FR Manchester, ENG, GB, M2 3AA

Brand: RS Group

Function: Marketing

Work Location: Hybrid

Location - UK (London, Manchester, or Corby) or France (Beauvais)

Work Pattern - Hybrid / Virtual

Across the industrial design, manufacturing, and maintenance worlds, we're the digital destination for product and service solutions to help our customers with the maintenance, repair, and operation of their businesses.

Each day our team of experts deliver solutions to resolve our customer's challenges across design, procurement, inventory, and maintenance. We strive to provide the best service and a seamless procurement experience.

Our values are: We are one team. We deliver brilliantly. We do the right thing. We make every day better. These values unite our 9,000 global colleagues and shape our culture.

What you will be doing:

• Lead the operational delivery of EMEA Customer Engagement & Experience, orchestrating Go-To-Market activities and customer journeys.
• Determine deployment approaches that enable short- and long-term delivery of the EMEA Go-To-Market plan, connecting sales, service, marketing, and digital channels.
• Collaborate with the Group CX organization to develop customer strategy, segmentation, and Voice of the Customer (VOC) programs.
• Implement customer segmentation, data models, and regional engagement strategies.
• Work with markets to operationalize strategies, define customer engagement outcomes, and deploy relevant initiatives.
• Establish experimental use cases across channels, engaging market teams to identify quick wins.
• Align initiatives across customer lifecycle stages and ensure technology utilization to meet commercial outcomes.
• Coordinate with all go-to-market functions to deliver a seamless customer experience.
• Use customer insights to improve experience and delivery across channels.

Responsibilities:

• Lead a virtual, matrix team to improve Customer Experience.
• Represent EMEA in the Global Customer Experience Community of Practice.
• Design and implement an EMEA Customer Engagement approach, utilizing internal and external metrics.
• Collaborate across Marketing, Sales, Service, and Digital teams to develop a holistic engagement strategy.
• Lead customer workstreams for EMEA M&A activities, including journey mapping and integration.
• Leverage CX tools to gather external sentiment and inform improvements.
• Work with digital teams to enhance CX across online and offline channels.
• Monitor CX activity, identify trends, and implement large-scale improvements.

What we are looking for from you:

• Experience leading a matrix team across multiple geographies in Customer Experience.
• Background in Sales, Marketing, or CX, especially with CRM and eCommerce platforms.
• Strategic thinker with ability to identify trends and align internal efforts.
• Risk-aware, data-driven decision maker with experience managing strategic change projects.
• Ability to collaborate across functions to drive change and capitalize on opportunities.

We are RS Group.

With over 80 years of experience, RS Group solves engineering problems worldwide. We aim to make a positive impact through innovation and responsible practices. Join our 9,000 employees to think big, do more, and unleash your potential.

Are you ready to explore the possibilities?