Head of Customer Engagement

Job Introduction

Are you looking for a new challenge in Selfridges that gives you the chance to get creative and use your knowledge of the business to take Customer Engagement to the next level?  Looking for a company that wants to help further your career in Customer Engagement as well as provide you with an exciting, inspiring and fun place to work?  

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for! 

Role Responsibility

We are looking for an exceptional Head of Customer Engagement, to lead Selfridges Customer Engagement (CE) Team. Based in our London office and reporting to the Director of CX, the Customer Engagement team sits within the wider Selfridges Customer Organisation

The CE team’s mission is to build and nurture our VIP community, to retain and develop customers across segments via clientelling, to grow virtual services and in store appointments  and deepen our connections and relationships with our most engaged customers – cross channel

As the Head of Customer Engagement you will:

• Lead the team, responsible for defining and landing our Customer Engagement strategy
• Collaborate with Cross-functional Directors and Exec Directors to define the Customer Engagement strategy, owning a roadmap of initiatives and acting as the business sponsor / lead for these in the business
• Grow new exciting propositions and opportunities in the CE space, such as Virtual Appointments, Gifting, digital PS and Clientelling
• Align strategic building blocks like Clientelling, Services, Digital Engagement and Bookings Experience into a single, cohesive customer experience
• Champion CE as key touchpoints of our end to end customer experience and significant drivers of customer retention
• Work closely with the Events team to deliver VIP communication strategy and VIP events
• Work closely with Customer Marketing and CRM, also providing key insights, analytics and trend analysis to enable effective marketing strategy to top customer segments

The Ideal Candidate

• Strong leadership ability in a complex and fast-paced environment.
• Proven ability to drive change in a big organisation, with equal emphasis on process and outcome. Experience in large programme delivery and  project sponsorship is a must
• Significant experience leading strategic teams within fashion retail, beauty and / or luxury, preferably with e-commerce experience
• Experience in retail appointments & services, clientelling, managing loyalty programmes and top tier client relationships are desirable
• Highly numerate and analytical, comfortable with interpreting multiple customer data points  to form hypotheses and make data-driven decisions
• Strong storytelling, communication and presentation skills with audiences at all level, including Senior Executives and Board Directors
• Familiarity with the operations and procedures of a luxury fashion & beauty retail business
• Able to provide support and advice to Senior Leaders in the delivery of the organisation’s Customer Engagement strategy and objectives
• Knowledge of retail trends, omni-channel marketing, online media, social networks
• Attuned to both the Selfridges brand, its competitors, and the wider retail landscape of fashion, accessories, beauty, home, food and drink.
• Customer facing experience is highly desirable
• Minimum of 5 years of industry experience.

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake, which may change from time to time, according to the needs of the business

This job is a brilliant opportunity to join a close-knit team who are incredibly passionate about taking their Customer Engagement to the next level. If you’re looking to come into a new role and make a real impact, then this will be perfect for you.

About the Company

Our creative spirit

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. 

Our future

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences.

THE FUN STUFF 

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year.

Other benefits and rewards include:

• Generous bonus and/or commission scheme

• Discounted gym memberships

• Pension contributions 

• Annual travel pass and cycle to work schemes

• A volunteer day for all team members

• Access to a wide range of training programmes to help your career development

Selfridges