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CXM Executive

  • Department: CRM
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: VAC- 8041

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Our mission remains unchanged: to service the needs and aspirations of our customers and help create new stories, to take pleasure in making marked moments of delight. Whoever our customers are and wherever they come from, they can expect to be treated with grace, courtesy and care.

About you

You are a clear communicator and have a strong eye for detail. You demonstrate flexibility and readiness to adapt. You are able to change focus quickly and work on multiple projects at the one time. Excellent time-management and organisational skills. You are easily able to translate complex insight into useful information to different stakeholders. Presenting to a wider audience is something you enjoy doing.

What to expect

The role of CXM Executive is to support the team with the analysis of customer feedback captured through the Harrods Voice of the Customer programme, the identification of customer insights and the development of recommendations and proposals to drive improvement to the Harrods customer experience. You will be presenting to a variety of audiences (from colleagues to Director level stakeholders), simplifying complex pieces of information to provide clear and actionable insights. You will be reviewing the CXM data and be the day-to-day contact for the CXM provider, both internally and externally. You will be go-to-person and expert for all the CXM queries, and take an active role in educating the divisions on NPS and how they can improve the scores

What is important?

Our team is reliable and efficient – we need someone who shares our values and understands the importance of our place in the business. This role requires someone who is able to nurture relationships with different stakeholders (internal and external). It requires a very high level of competency with Microsoft Excel and Microsoft PowerPoint. As this role is an insights role, we do require you to have a background in statistics, economics, or quantitative market research. Ideally you will have NPS experience.

Our Promise to You

At Harrods we believe nothing is impossible. We drive ourselves and inspire others to always push for more. This passion to exceed is what sets us apart. We are proud to be a place where standing out means being yourself.

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