Chief Executive Officer -Digital

Leadership Stage,India
  • Bangalore
  • Confidential
  • 20-25 years
  • 4207 Views
  • 05 Dec 2015
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  • Senior Management/ General Management

  • Retail
Job Description

Our client is an international, multi-billion dollar, retail and consumer services business. The business is seeking to appoint a Chief Executive Officer who will be responsible defining the strategy and vision for all the Group businesses touch-points with the consumer.

This role will be transformational and develop the customer management vision, translating it into meaningful actions and results, thereby ensuring the customer is at the forefront of all decision making.

Key Responsibilities

Devise and implement a strategy that ensures all businesses are able to embrace brand values at all "touch points" with the consumer, both online and offline, which in turn develops loyalty from existing customers, attracts new customers and builds brand equity
Build on and lead the Group's ecommerce strategy to ensure that each of the highly diverse businesses reflect the brand online in terms of tangible and intangible dimensions
Through exceptional relationships with the leadership team act as a key ambassador of the Group's customer management strategy at every element of the value chain, including the evolution of operating models, sourcing, supply chain and integrated customer management approaches
Through appropriate analysis of insight and data, define and refine consumer segments. Identify areas of opportunity on touch-point excellence, customer experience and operational efficiency, recommending actions to drive performance and excellent commercial returns
Lead and drive consistency of operational standards and excellence across the Group by putting in place mechanisms to measure, identify and share best practice from external sources as well as from within the business
Develop and deploy tools, methodologies and operating processes to ensure a "best in class" customer experience, both online and offline
Instill a high performance culture where delivery and measurement are continually alive and team spirit prevails





Candidate Profile

A proven track record of working effectively at Group Board level in a "blue chip" organisation renowned for outstanding service delivery, customer management and operational excellence. This will have been in a fast moving, international, multichannel retail business of appropriate scale and complexity
Will have had General Management experience at a senior level with demonstrable skill across broad retail, adding real value by having an excellent understanding of the end-to-end supply chain operation
Proven ability to manage multichannel and in particular customer acquisition channels, including online, in a commercially orientated organisation
Demonstrates the ability to work in complex organisations and also able to build strong relationships and credibility with a broad range of stakeholder groups
Evidence of comprehensively tracking "customer journeys" and effectively using this model through insight and segmentation to deliver commercially valuable propositions for the business
A track record of designing and delivering a strategy which has made a significant commercial contribution to the business -- both from a margin improvement and business growth perspective
Proven track record of being strategically astute and of playing a key role in the successful delivery of sustainable bottom and top line growth.
Able to establish a strong empathy and personal credibility, both commercially and functionally, with a range of internal and external stakeholders up to and including Group Board level
An excellent communicator with far reaching vision who can sell and execute the strategy, always anticipating and adjusting to changing market conditions and consumer needs.
Able to influence and inspire across a multi-cultural dynamic through clear, informed and logical argument tempered by a sense of humour
Evidence of successfully working in a complex stakeholder environment where highly tuned relationship and influencing skills are essential, with the ability to do the right thing in any circumstance
Excellent commercial acumen with a passion for "the customer", delivering an exceptional consumer experience and driving a high performance culture. Results orientated but not at the expense of others



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Leadership Stage,India