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.

We are one team. We deliver brilliantly. We do the right thing. We make every day better.

Our values unite our c.9,000 global colleagues and differentiate us from our competition. They shape how we work today and how we must step up for the future, created by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

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 the delivery of the EMEA Go-To-Market plan, connecting sales, service, marketing, and digital channels to achieve customer and commercial outcomes.
• Collaborate with the Group CX organization to develop the group customer strategy, segmentation, and Voice of the Customer (VOC) program, representing EMEA.
• Deliver and deploy customer segmentation, testing, and validating data models, ensuring regional engagement and understanding.
• Work with markets to operationalize strategy, define outcomes, and relevant customer engagements across channels.
• Implement experimental use cases using sales, marketing, and digital channels on targeted customer segments, engaging market teams for quick wins.
• Align initiatives across the customer lifecycle stages-acquisition, awareness, development, retention.
• Ensure large-scale delivery programs and technology products (CRM, CDP, CDM, Digital Commerce) are utilized effectively to meet outcomes.
• Coordinate with all EMEA go-to-market functions to deliver a seamless customer experience across channels.
• Use customer insights to improve the EMEA customer experience across go-to-market channels.

Responsibilities:

• Lead a virtual team in a matrix structure to improve Customer Experience.
• Represent EMEA markets in the Global Customer Experience Community of Practice.
• Design an EMEA Customer Engagement approach using internal and external metrics.
• Collaborate with Marketing, Sales, Service, and Digital teams to build a holistic customer engagement strategy.
• Lead customer workstreams for EMEA M&A activities, including journey mapping and integration.
• Leverage group CX tools to incorporate external sentiment analysis.
• Partner with digital and behavioral teams to enhance CX across channels.
• Monitor local market CX activities, track improvements, and identify large-scale trends.

What we are looking for from you:

• Experienced Customer Experience practitioner with matrix team leadership across multiple geographies.
• Experience with CRM and eCommerce platforms in a Sales, Marketing, or CX environment.
• Strategic thinker with the ability to identify trends and align internal processes.
• Risk-aware, data-driven decision-maker with insight into customer journeys and strategic change projects.
• Ability to work across teams to drive change and capitalize on commercial opportunities.

We are RS Group.

We've been solving engineering problems for over 80 years, turning challenges into opportunities. Our purpose? Making amazing happen for a better world. We serve over 135 countries with a vast product range, supporting over 1.2 million customers worldwide.

We value curiosity, innovation, and a human, empathetic approach. We invest in your development and wellbeing, committed to diversity, inclusion, and ESG principles. Join our 9000 employees worldwide to think big, do more, and unleash your brilliance.

Are you ready to explore the possibilities?