Senior Program Manager - Customer Experience

Full details of the job.

Vacancy No VN13168

Job Title

Office Location

Alternative Office Location

About the Role

We are seeking an experienced and motivated Senior Programme Manager to lead the development and implementation of a transformative Global partner experience programme with Net Promoter Score (NPS) at its core. This role is pivotal in enhancing our customer-centric approach, linking the customer experience of our B2B channel partners with company growth.

The ideal candidate will have a proven track record in driving customer satisfaction and loyalty through strategic initiatives and cross-functional collaboration, ultimately leading to significant improvements in customer experience and revenue performance.

We offer a great remuneration package including BUPA private healthcare and EV salary sacrifice scheme.

This hybrid role can be based in the South East of the United Kingdom or the Netherlands.

Your Key Responsibilities

1. Program Development: Design and establish a customer experience program from inception, ensuring alignment with the company's strategic goals and partner-centric vision with financial metrics built in from inception.
2. Stakeholder Engagement: Engage with key stakeholders, including senior leadership, to communicate program progress, insights, and recommendations. Ensure program is transparent to all and the monetized value of the program is clear to aid adoption.
3. End-to-End Net Promoter System (NPS) Strategy: Develop and execute a comprehensive end-to-end NPS strategy, encompassing the collection, analysis, and actioning of customer feedback to drive continuous improvement.
4. Benchmark Program: Don’t be afraid to adopt other ideas – and benchmark program metrics against world class leaders (for example response rates, referral rates, close loop rates etc).
5. Customer Experience Technology: Leverage customer experience technology platforms to gather and analyse customer feedback, enhance overall customer engagement and provide actionable insights to key revenue drivers. Embed AI into the strategy.
6. BI Reporting Tools: Utilize Business Intelligence (BI) reporting tools to generate insights, track program success, and inform decision-making.
7. Cross-Functional Leadership: Collaborate with various departments (e.g. Sales, Rev Ops, Marketing, Digital, Data) to integrate partner feedback into business processes and drive a culture of customer-centricity.
8. Data Analysis: Utilize partner feedback and NPS data to identify trends, pain points, and opportunities for enhancing the partner experience and improving business performance. Empower sales people in real time.
9. Customer Advocacy: Champion the voice of the partner within the organisation, ensuring that partner needs and expectations are prioritised in decision-making.
10. Training and Development: Develop and deliver training programs to educate employees on the importance of NPS, empower with customer experience best practices, and how to build CX into business planning and overcome any “fear of feedback”.
11. Reporting and Metrics: Establish and maintain reporting mechanisms to track program success, NPS scores, and other relevant KPIs.
12. Program Management: Demonstrate strong program management skills, including planning, execution, monitoring, and closing of projects. Ensure projects are delivered on time, within scope, and within budget.
13. Continuous Improvement: Identify and develop further opportunities to embed CX into the organisation.

Qualifications / Requirements

1. Experience: Proven experience in program management, customer experience, or related roles within B2B enterprise companies (fast moving tech sector a bonus). Proven success in establishing and scaling CX programs.
2. Education: Masters degree in business, Marketing, or a related field; professional qualifications preferred.
3. Skills: Strong analytical skills, excellent communication, program management and presentation abilities, project management and BI reporting tools.
4. Influence: Proven ability to work in cross-functional teams and influence stakeholders at all levels of the organisation.
5. Customer Focus: Passionate about delivering exceptional customer experiences.
6. Technical Proficiency: Experience with customer experience technology platforms and BI reporting and visualisation tools.
7. Program Management: Demonstrated expertise in managing complex cross-functional programs and projects in a fast-paced global environment.

Operating Environment

1. Hybrid (combination of on-site and remote)
2. Prepared to work non-standard hours, when necessary, as the nature of this business can require international meetings either early morning and or evening
3. Working to time-bound deadlines

If you're passionate about driving customer satisfaction and have the skills and experience to lead a transformative Global Partner Experience program, we would love to hear from you. Apply now to join our team and make a significant impact on our partner experience and business growth!

About Us

Join a growing global business. Westcon-Comstor is a leading name in IT distribution with US$4.35 billion in global revenues. Our job is to link technology vendors to our distribution partners who resell software and solutions to business and other customers.

This is an exciting time to join our expanding UK and Ireland operation, which serves the EMEA region. We have ambitious plans and huge future potential - you will be ideally placed to grow your career in a dynamic yet supportive culture.