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Chief Customer Officer

Chief Customer Officer

Full-time, permanent opportunity

The role

Amazing opportunities like this don’t present themselves often, so we’re really excited to share this one this with you.

This brand new senior management opportunity puts the customer at the heart of our business strategy. Our Chief Customer Officer will strategically lead the overall customer proposition across Newmarket Holidays. Reporting directly to the CEO, the successful applicant (could that be you?) will be responsible for:

  • Building a consistent customer proposition, both internally and externally, clearly communicated and incorporated within brand values
  • Building a measurable ‘best in class’ customer experience across all Newmarket Holidays touch points, tailored to our customer values
  • Representing the customer in all strategic decision making, at both an operational and strategic level

This is a strategic role where you will champion the customer, both internally and externally, throughout the entire Newmarket Holidays’ business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement. You’ll be accountable for leading, coaching and mentoring key stakeholders across the business, with particular focus on customer facing areas. We’re looking for someone to challenge the status quo and work collaboratively with all of our teams, internally and externally, including suppliers and partners, to improve the way we deliver our customer experience at every possible touchpoint – acquisition, pre-sale, in-resort, post-travel, online and offline.

Working closely with our senior management team and broader business to deliver consistent and amazing customer experiences by driving the productivity, performance and customer-centric thinking. The result should be a clear customer understanding across all areas of the business, in addition to the delivery of a ‘best in class’ customer experience resulting in improved conversion, higher service scores and increased customer retention.

What I do

  • Working with the Board and senior management team to agree priorities and standards
  • Managing key stakeholders across the business to drive a high-performance culture which enables the delivery of our customer experience strategic goals, priorities and standards
  • Identifying and evolving clear customer values for Newmarket Holidays, recognising the nuances across different product types, and ensuring that these values are clearly understood internally and externally with key partners
  • Building valuable relationships with customers (internal and external) & suppliers, supporting tone of voice, language and contact, and helping to evolve our brand guidelines
  • Building relationships with our ground handlers & suppliers to ensure a positive result for our customers
  • Understanding how all teams are interacting with our customers, coaching them to deliver enhanced service and improved sales
  • Ensuring we have the right people in the right place at the right time to make it easy for our customers to interact with us, through which ever channel of distribution they prefer
  • Consistently managing, prioritising and improving the customer experience through an emotionally engaged team that inspires and excites our customers across all touch points
  • Delivering regular multi-channel performance targets
  • Using business information reporting/analytics to monitor customer journey, performance & help to identify opportunities for future developments to improve customer service and experience
  • Represent the customer within go-to-market plans for business initiatives
  • Training, coaching and mentoring team members on customer values, in order to empower them to deliver incredible customer experiences
  • Driving business performance by attracting and developing talent and building capability at all levels

If you’ve read this far, we’re guessing you’re interested! If the following statements describe you, we’re really keen for you to get in touch…

Who I am

  • Inspirational leader who can create and implement a clear customer value proposition, supported by a ‘best in class’ service delivery vision and strategy that puts the customer at the heart of the business strategy
  • Passionate about driving business and performance growth through understanding customers and translating customer experience
  • Clear commercial understanding across all business functions
  • Understand customer requirements and the key market dynamics across different product types, in terms of market size, segmentation, and service trends and use this information to inform the strategy and plan
  • Understand our competitors, industry and sector trends; what they are doing, how they influence our customers and what this means for our business strategy
  • Solid experience of bridging the gap between the customer and business needs and working with strategy, insight and data teams and communicating this to key stakeholders
  • Proven track record managing, leading and inspiring a broad team – senior management and associated teams, suppliers, partners, retail travel agents, press, PR, technology, HR
  • A brilliant communicator (both verbal & written) and relationship-builder with all sorts of different people
  • Outgoing, approachable and friendly with a 'can do’ attitude
  • Proactive, self-starter attitude; comfortable with balancing multiple priorities/needs
  • Experience in tour operating and/or retail travel

We said it was a great opportunity, didn’t we?! And as if that weren’t enough, we’re also offering a competitive salary and benefits package, plus the opportunity to work with a fantastic team of people at our offices in the heart of Wallington (Surrey).

 

If you have any questions about this role, please email nikki.bail@newmarketholidays.co.uk.

To apply, all you need to do is send us your CV. Click the button below now to get started.

Apply now

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