Infopro Digital Group's Automotive Division is recruiting a Global Customer Experience & Relationship Leader on a permanent basis to join the Consumer division, based near London or Sparkford England. The consumer division is responsible for managing brands such as Haynes, Chilton, Clymer, Revue Technique Automotive, and Gregorys. We have an ambitious growth agenda which requires a consumer-centric focus to build our business in multiple international markets.
The role is ideally suited to someone who has strong knowledge of managing customer relationship management systems (CRM), customer engagement, driving conversion, and personalising omnichannel shopping experiences using Bloomreach’s commerce experience solution or related technology. As a global resource, your primary focus will be to ensure a consistent and high quality omni-channel experience, particularly in our D2C channels, for customers globally, whilst adapting to regional nuances and market-specific requirements.
Location
Hybrid working - attending either the Sparkford or London office at least 2 days per week and subject to colleague meetings where in-person attendance is beneficial.
KPIs
- Net promoter score/ customer satisfaction
- Conversion rate improvement
- Growth in high quality customer segments
- Growth in personalisation metrics
Responsibilities
Strategy Development:
- Develop a comprehensive CRM, customer experience & relationship strategy that aligns with the company's consumer centric vision for DIY automotive consumers and is embedded in our ways of working across sales & marketing channels (website etc), customer service, and product.
- Identify opportunities to differentiate the company’s touchpoints with DIYers through exceptional customer experiences vs alternative sources of DIY information.
Customer Journey Mapping:
- Map the end-to-end customer journey to identify touchpoints and interactions with the company across various channels.
- Identify opportunities to leverage customer and product usage data to improve customer segmentation, personalisation, conversion and product usage value
- Analyse customer behaviours and interactions to identify opportunities for streamlining processes and optimising customer interactions
- Implement a single view of the customer using our customer data platform (CDP)
- Ensure we have a comprehensive first party data strategy throughout our touchpoints
- Develop an effective customer segmentation program & data collection program to help improve advertising effectiveness, customer engagement opportunities, personalisation, product use, sales funnel impact and customer lifetime value-
CRM, Customer Relationships & Experience
-implement an effective customer relationship management (CRM) program through Bloomreach using various engagement segments, event triggers, and touchpoints
- Ensure pre/post purchase and ongoing product usage programs are implemented to identify how to maintain customer net promoter scores & satisfaction
Personalisation on-page/ off-page
- Implement an effective framework for conversion rate improvement for primary conversions on our website (eg a sale) and secondary conversions (eg actions that show high conversion potential or intent to do so such as newsletter sign-up, add to cart, account creation etc)
Commercialise Customer Feedback and Insights:
- Implement mechanisms to collect customer feedback and sentiment analysis through surveys, focus groups, and customer support interactions.
- Use customer insights to drive data-based decision-making and to make continuous improvements to the customer experience.
Cross-Functional Collaboration:
- Work closely with departments such as marketing, sales, product development, and customer support to align customer experience initiatives with overall business strategies.
- Collaborate with relevant stakeholders to implement customer-centric improvements and ensure consistency across all customer touchpoints.
- Engage 3rd party agencies, as needed, to support closure of customer pain points through tools, assets, or communications.
Training and Development:
- Develop and conduct training programs for employees on customer best practices to ensure a customer-first culture.
- Equip frontline staff across ecommerce, customer service, sales, and product with the necessary skills and knowledge to quickly react to customer pain points.
Performance Measurement:
- Set key performance indicators (KPIs) to measure the success of CRM and customer experience initiatives.
- Regularly analyse data and metrics related to customer profitability, satisfaction, loyalty, and retention to evaluate the effectiveness of implemented strategies.
Technology and Innovation:
- Stay updated with CRM and customer experience trends and new technologies in the industry.
- Recommend and implement innovative solutions to enhance the customer experience.
Requirements
Benefits
In addition to a competitive salary we offer the following benefits:
Infopro Digital's brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.
Our Consumer Automotive division helps do-it-yourself consumers to repair, maintain, and personalise their car, motorcycle, marine, ATV, and other lifestyle vehicles. Our global brands include Haynes, Clymer, Chilton, Gregorys, Revue Technique Automotive among others. Our consumers save time and money, grow confidence, and gain freedom in the choices they make regarding their vehicles.
In accordance with our Code of Conduct Policy, we provide equal opportunities to any employee or job applicant and do not discriminate either directly or indirectly because of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation or any other characteristic or activity protected by law.
To fully comply with all laws prohibiting discrimination in all phases of employment, we have set up a system of monitoring all job applications. We would therefore be grateful if you would complete the questions on this form. This information will be collected anonymously.
All information is treated in confidence and will not be seen by employees directly involved in the hiring process. The information will be stored separately and used only to provide statistics for monitoring purposes. There is no obligation on you to provide information. All applicants will be treated the same whether or not they provide this information. Thank you for your assistance.
Learn more about us
Infopro Digital specialises in information and technology. With a presence in 18 countries, the group has 4,000 employees of 55 nationalities.
Our business and consumer facing brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.
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