CX Lead Manager

Job title: Web CX Lead Location: London (Hybrid) Contract: Six Month Client Overview Be a part of a revolutionary change The Consumer Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future. Here, you can make a difference. You can shape the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there’s no better place. For our eCommerce team in London we are therefore looking for a Web CX Lead. In this position you will be responsible for the definition, management and activation of a new website experiences/capabilities in order to deliver on the programs important metrics. You will : Analyze data, customer feedbacks & benchmark best practices to define outstanding iqos.com customer experiences Develop detailed business requirements including strategic coordination of cross-channel stakeholders – SEO, Brand, Product, Legal etc… Provide briefing to creative agencies or internal UX/UI resources and ensure designed solutions meet business requirements Follow the initiatives implementation from design to deployment in the pilot markets Build & Communicate documentation to Headquarters & Markets stakeholders providing an exhaustive overview of each project & associated performance results Support markets local initiatives by providing solid eCommerce expertise and by ensuring a consistent customer experience We’re looking for someone with: Bachelor’s / Master’s degree in related field Significant experience in eCommerce/digital, ideally in building new customer experiences Great understanding of acquisition & retention programs/mechanism Experience of driving UX & Design stakeholders Experience of working with Web development teams Detailed understanding of web development project phases Solid Project Management skills Familiar with Analytics & behavioral analysis tools