13 Oct
DS Smith
London
Job description
Permanent, full time
About us
DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations.
We play a central role in the value chain across sectors including FMCG and e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular and innovative solutions for our customers and wider society replacing plastics, taking carbon out of supply chains and providing newrecycling solutions.
Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people.
About the role
We have embarked on a significant customer experience transformation journey.
An essential part of our strategicplan, this transformation will be at the heart of DS Smith’s future, delivering new and improved capabilities to ensure we remaina market leader in the experience we deliver for our customers.
Our aim is simple to become and remain our customers partner of choice by delivering an industry leading end-to-end customer experience to increase further their satisfaction and their loyalty.
To do this, we needan experiencedCX Programme Manager, who will lead and oversee the planning and execution of our global CX transformation programme.
You will work closely with the Head of Customer Experience and senior functional regional, local, and global leaders, driving CX projects and programmes to deliver our strategic customer experience transformation agenda.
You will play a key leadership role that will be both strategic and hands-on, leading the CX programme centrally and across regions.
Your remit will include but not limited to :
Build and lead the programme to deliver a transformed end-to-end Customer Experience
Establish the programme objectives, targets and benefits
Define a transformation roadmap and programme of work to deliver the business objectives and future states
Establish and lead a multi-dimensional programme across all areas, markets and functions including insights and analytics, new solution development, digital & data, process improvement, new skills & capability, organisational re-design andpeople-centred change
Lead, connectand motivate the programme team to achieve the programme objectives including project managers, regional programme managers, subject matter experts, business leaders and external partners
Define and execute the programme’s implementation plan; ensuring the programme's efficient design and execution,
and proactively monitor its overall progress, identifyingemerging issues and managing and resolving risks to the programme's success
Identify, engage and influence the programme's key stakeholders to contribution to the business objectives
Adopt and promote the DS Smith Programme / Project Delivery Framework principles and standardisation, driving the implementation and improvement of the Framework
Work with IT to embed new digital technologies as part of new business solutions to deliver transformed customer experiences.
About you
Deep experience of defining, leading and delivering multi-dimensional international programmes including Customer Experience Transformation
Delivery / Programme / Project experience,
with preference to those with Marketing / Sales and B2B / B2C manufacturing experience
Strong strategic, customer andcommercial experience
Proven ability to intelligently operate and navigate throughout a multi-layer, multi-national corporate environment - profound experience working in matrix roles and with external partners
Excellent stakeholder management and communications skills proven ability to deal with stakeholders from thesenior management level to the shop floor
Strategic and Commercial Acumen, with excellent leadership, management and influencing skills
Development of transformation roadmaps and deployment of execution frameworks
Good working knowledge of Agile delivery techniques, frameworks and mechanisms
Degree or equivalent work experience, preferably with business and technical background
Excellent communication skills (both verbal and written)
Certification in Project Management (Prince 2, MSP, and PMP) (desired).
Benefits
Competitive salary
Discretionary bonus
25 days holiday plus bank holidays
Car Allowance
Pension scheme, life assurance and income protection
Employee Assistance Programme
Employee Discounts
Cycle to work scheme
Location : UK or Belgium - remote with travel (c.30%)
▶️ Global Programme Manager - CX Transformation
🖊️ DS Smith
📍 London