Customer Experience & Proposition Manager
Our client, a leading FMCG business, is seeking an experienced Customer Experience & Proposition Manager to join their Insights & Innovation team. This is a strategic role focused on shaping and improving the end-to-end customer experience across retail and digital channels, ensuring propositions are customer-led, commercially impactful, and operationally deliverable.
Key Responsibilities
- Define and evolve the customer value proposition across in-store, online, service, and communication channels
- Lead improvements across key customer journeys, identifying pain points and opportunities through customer insight and performance data
- Develop and deliver a customer experience roadmap focused on driving customer satisfaction and commercial performance
- Translate customer insight into scalable operational and commercial initiatives
- Establish customer experience standards and frameworks across key touchpoints
- Own customer experience measurement, including KPIs such as NPS, customer effort, retention, and conversion
- Partner cross-functionally with Operations, Marketing, Digital, CRM, HR, and Customer Care teams to drive alignment and delivery
- Support pilot programmes through to rollout, ensuring measurable customer and business impact
Requirements
- 8+ years' experience in Customer Experience, Proposition, Customer Strategy, or Retail/FMCG environments
- Proven experience leading cross-functional initiatives and influencing senior stakeholders
- Strong analytical and insight-led decision-making capability
- Experience building customer journey roadmaps and tracking commercial impact
- Excellent communication and stakeholder management skills
