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 e-commerce, fast moving consumer goods and industrials. Through our purpose of ‘Redefining Packaging for a Changing World’ and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

About the role

We are currently embarking on a customer experience transformation journey. An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future.

Our aim is simple – to become our customers` partner of choice by enhancing their experience and gaining their loyalty. To do this, we require a Regional Head of Customer Experience to drive an extensive regional change programme across the organisation, embedding new processes, tools and technologies, establishing best practice to be scaled, and ensuring the right capabilities are in place to deliver this best-in-class experience. You will play a key and hands-on role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, net promoter score (NPS) , customer retention, new business growth and profitable turnovers.

Your remit will include but not limited to:

• Champion the Customer Experience vision and transformation across DS Smith North Region (UK&Ireland, Benelux, Nordics, Germany and Switzerland) and our move to a more customer-centric organisation

• Work closely with local markets to support integrating CX initiatives on their agenda by aligning to their capabilities, priorities and strategy.

• Identify required CX improvements or potential innovations opportunities to customer journeys that would unlock business opportunity.

• Accountable for CX performance and returns at regional level; prioritise projects and work streams based on ROI and value to customers, evaluate ROI during project closure and creating business cases.

• Work across business functions and all layers of the organisation to create awareness for end-to-end customer experience innovation and build customer experience champions across the business to spark the change

• Map stakeholders and create and deliver on a targeted communication strategy, supported and aligned to the global CX approach.

About you

• Strategic, creative and innovative thinking, and a customer-centric approach

• Experience and demonstrated results impacting business performance within a global matrix organisation (B2B manufacturing preferred)

• Excellent communication and stakeholder management skills, ability to work with all levels internal and external partners

• Working backwards from the end-user experience to shape the services, processes and technology required

• Ability to think both high-level strategy and roadmaps, as well as diving into the (data) details of customer experiences and how to deliver them

• Hands-on approach to initiate and manage pilot and implementations in markets, and map requirements from the field in terms of enablement

• Data-driven mindset and an aptitude for technology

Benefits

• Competitive salary

• Discretionary bonus

• 25 days holiday plus bank holidays

• Car allowance

• Pension scheme, life assurance and income protection

• Private medical insurance

• Salary sacrifice electric car scheme

• Employee Assistance Programme

• Employee Discounts

• Cycle to work scheme

Location: The role can be remote with occasional travel around the region.