Permanent, full timeAbout usis a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including FMCG and e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular and innovative solutions for our customers and wider society – replacing plastics, taking carbon out of supply chains and providing new recycling solutions.Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people.About the roleWe have embarked on a significant customer experience transformation journey. An essential part of our strategic plan, this transformation will be at the heart of DS Smith’s future, delivering new and improved capabilities to ensure we remain a market leader in the experience we deliver for our customers.Our aim is simple – to become and remain our customers` partner of choice by delivering an industry leading end-to-end customer experience to increase further their satisfaction and their loyalty. To do this, we need an experienced CX Programme Manager, who will lead and oversee the planning and execution of our global CX transformation programme.You will work closely with the Head of Customer Experience and senior functional regional, local, and global leaders, driving CX projects and programmes to deliver our strategic customer experience transformation agenda. You will play a key leadership role that will be both strategic and hands-on, leading the CX programme centrally and across regions.Your remit will include but not limited to:Build and lead the programme to deliver a transformed end-to-end Customer ExperienceEstablish the programme objectives, targets and benefitsDefine a transformation roadmap and programme of work to deliver the business objectives and future statesEstablish and lead a multi-dimensional programme across all areas, markets and functions including insights and analytics, new solution development, digital & data, process improvement, new skills & capability, organisational re-design and people-centred changeLead, connect and motivate the programme team to achieve the programme objectives including project managers, regional programme managers, subject matter experts, business leaders and external partnersDefine and execute the programme’s implementation plan; ensuring the programme's efficient design and execution, and proactively monitor its overall progress, identifying emerging issues and managing and resolving risks to the programme's successIdentify, engage and influence the programme's key stakeholders to contribution to the business objectivesAdopt and promote the DS Smith Programme/Project Delivery Framework principles and standardisation, driving the implementation and improvement of the FrameworkWork with IT to embed new digital technologies as part of new business solutions to deliver transformed customer experiences.About youDeep experience of defining, leading and delivering multi-dimensional international programmes including Customer Experience TransformationDelivery/Programme/Project experience, with preference to those with Marketing/Sales and B2B / B2C manufacturing experienceStrong strategic, customer and commercial experienceProven ability to intelligently operate and navigate throughout a multi-layer, multi-national corporate environment - profound experience working in matrix roles and with external partnersExcellent stakeholder management and communications skills – proven ability to deal with stakeholders from the senior management level to the shop floorStrategic and Commercial Acumen, with excellent leadership, management and influencing skillsDevelopment of transformation roadmaps and deployment of execution frameworksGood working knowledge of Agile delivery techniques, frameworks and mechanismsDegree or equivalent work experience, preferably with business and technical backgroundExcellent communication skills (both verbal and written)Certification in Project Management (Prince 2, MSP, and PMP) (desired).BenefitsCompetitive salaryDiscretionary bonus25 days holiday plus bank holidaysCar AllowancePension scheme, life assurance and income protectionEmployee Assistance ProgrammeEmployee DiscountsCycle to work schemeLocation: UK or Belgium - remote with travel (c.30%)
