Customer Experience Manager B2C

Entity:
Customers & Products
Job Family Group:
Marketing Group
Job Summary:
We’re looking for a global Customer Experience Manager for our B2C business in UK and Europe.
There is no established formula, customers are changing their habits at lightning speed and there are new ways to charge every day. So if you’re passionate, curious and ready to take on one of the most exciting challenges in the market today, this is for you.
You’ll be responsible for the end-to-end Customer Experience including journeys,
segmentation, insights and their ongoing development.
Job Description:
Key Responsibilities:
• Own the pulse B2C customer in UK & Europe, the authority on the customer in pulse and bp corporate globally with a deep understanding of their needs.
• Accountable for customer metrics including acquisition and lifetime value, ensuring that all activity across teams is driving great outcomes.
• Partner with in-market P&L holders to deliver the commercial targets
• Map and audit key journeys, developing a deep understanding of customer needs, decision-points, actions and interactions.
• Define the segmentation for the customer, feeding into strategy and execution functions across teams.
• Define and shape the Customer Experience strategy across all products, platforms and systems and drive functional roadmaps to deliver on the strategy.
• Partner with teams to deliver and optimize consistent, valuable journeys for all customers across all touchpoints.
• Optimise, test and validate existing customer journeys, implementing multi variant testing programmes and using customer insight and data to define new Customer Experiences.
• Ongoing development of our understanding of the customer, their mindsets, needs, journeys and insights to drive decision-making at pulse.
Knowledge & Experience
• Demonstrable experience driving large scale customer-centric initiatives, preferably in new industries
• Strong analytical and insight-generation skills
• Excellent attention to detail and sound business judgement
• Relevant experience of reporting and/or presenting high quality insights and business recommendations to influence senior stakeholders and workstreams • • Strong project management as well as a track record of delivering projects in complex and ambiguous environments.
60% office 40% home flexible working policy Travel. There may be a requirement for international travel to key markets. Approx 30%
Travel Requirement
Up to 25% travel should be expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills:
Agility core practices, Customer centric thinking, Customer Segmentation, Customer value proposition, Decision Making, Digital fluency, Generating customer insights, Loyalty Management, Sector, market, customer and competitor understanding
Legal Disclaimer:
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with disabilities may request a reasonable accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an accommodation related to the recruitment process, please contact us to request accommodations.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.