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Digital Customer Experience Director
Shop Direct isn’t slowing down. The company is progressing its transformation whilst continuing to deliver sustainable, profitable growth. This places considerable demands on its technology function. Although the technology of the business has been effective in supporting its transformation thus far, the company believes that it now needs to invest in a world-class and technically savvy Digital Customer Experience Director to lead the business through the next phase of its journey.
Based in Liverpool, and reporting into Group CTO, the DCXD will be a key appointment within the leadership team and the successful candidate will play the pivotal role in the company’s digital product & technology vision, direction and operation. They will play the lead part in developing and delivering customer-centric and innovative shopping journeys, and will shape how the digital teams operate, whilst being the talisman for developing innovative products and modernizing the ways of working.
The DCXD will bring a highly strategic and commercial way of thinking to the team and the products that they build and run. They will take a lean product approach to delivering value incrementally and iteratively, coupled with agile engineering and devops principles to maximise velocity whilst maintaining stability and security. Shop Direct is a business with ambitious plans and the DCXD will be tasked with leading an effort that is customer-centric, commercial, innovative and efficient.
The DCXD will oversee a continued transformation in the way that Shop Direct builds best-in-class customer experiences across web and mobile – to be clear, this is not a business-as-usual programme management or delivery role. This leader will ensure that a large amount of the Product and Technology organisation effectively underpins Shop Direct’s continued growth, managing and mitigating the expanding technological complexity and risk inherent in building a complex eCommerce and financial services business.
People leadership is another important component of this role, with a team of 100+ in-house colleagues, supported by colleagues from third parties and technology partners such as Equal Experts and AWS. This person will also be an excellent people manager who will set the highest standards in terms of hiring, training and development, retention and employee satisfaction. They will act as an adviser and mentor to their direct reports and drive a culture of excellence, accountability and rigour across the DCX team.
The DCXD will be critical in managing commercial technology. They will need to foster a technology-enabled, customer-centric culture amidst large-scale transformation and re-platforming efforts. They will be seen by the executive leadership team, and indeed the entire Shop Direct organisation, as a deeply credible and trusted figure, and a key asset for the company.
Having been the 1st UK retailer to launch a Customer User Interace/Chatbot for customer service the DCXD must be aware of the scale at which Shop Direct operates at. With 4 million customers and 48 million customer orders being placed every year, the need to be customer focused and led is imperative to be successful in this position.
This is a fascinating point at which to join an already hugely successful business, leveraging a proven business model, considerable financial firepower, and an exceptionally strong management team, to help the company realise its full potential. In short, this is a rare, career-defining and highly rewarding opportunity for the right director to make their mark on a company which has a significant market opportunity in the dynamic and fast-paced eCommerce and financial services sectors.
The Digital Customer Experience Director will first and foremost be an experienced, commercially-focused Product Director who has a strong background in transforming teams to produce great results for the customer. Being able to thrive on change and with a proven track record of success, they will be able to create a world-class customer experience through great UX and technology, with a strong focus on lean product development.
Being able to collaborate and build long-lasting relationships whilst liaising closely with marketing and other teams, the DCXDis a unique position and requires both a creative and operational mindset. Most importantly, they will have the ability to help produce a world-class service which can engage as many customers as possible on a platform that continues to change and evolve.
Success in this role will require:
Must have the customer at the forefront of every decision made and be invested in the improvement of the experience for them. Expertise in the techniques of identifying customers’ needs and the willingness to explore different strategies to engage the market.
Will have a strong track record within very fast-paced digital businesses and a clear understanding of how to create value successfully as a business. Able to create a vision and strategy and deliver the backlog to make it happen.
Will have effective and clear communication skills proven through previous collaborative experience across different business areas, resulting in great results for the team, customer and business. Will have demonstrated initiative and ambition through the relationships they have built and keen to replicate their achievements in their next venture.
Strategic mindset and ability to deliver results under pressure, whilst changing. Will be goal and results driven and can shape the way a team works and delivers whilst remaining focused, analytical and methodical. A commercial mindset is a necessity, as is understanding the ever changing and evolving e-commerce industry.
Proven product leadership experience which can inspire and motivate others, whilst constantly improving everything. Will be able to build strong relationships across the business whilst managing expectations throughout the teams they are guiding.
Experience within the eCommerce industry with a strong customer background in a commercial context and wide knowledge for product, technology and data would be ideal but the skillset and leadership qualities of the individual are as important as where they have worked.
The perfect candidate will be/have:
- Experience of leading a lean product-focussed team to create value quickly and iteratively
- An ability to bring the customer closer to the DCX teams ensuring customer centricity at all times
- An approach to solving issues which are inherently collaborative and non-hierarchical and able to evidence the leadership of business change
- A ‘down to earth’ leader who personifies Shop Direct’s values and can build and lead a team unified by a clear purpose and vision
- An ability to clearly evidence the delivery of great customer outcomes alongside commercial success
- A hands-on leader who is not afraid to ‘roll up their sleeves’ and wade into the detail to support and drive the team.
- Ability to communicate vision, thinking and rationale energetically and clearly to all levels of the organisation (from shareholders to operational colleagues)
- A strong collaborator and communicator, to build a cross-functional team and work at pace in a non-siloed fashion.
- Strong academic background and highly commercial, numerate and analytical
- Potential to grow and move into other roles within the Group over time
How to apply.
If you're interested to find out more please contact Jordan Barlow in the talent acquisition team at Shop Direct or apply online.
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this position, you may be required to undertake a credit, CIFAS and CRB check.
We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.