Global Business Change Director

Summary

Salary
£Competitive
Team
Digital
Location
Malmesbury - United Kingdom

Description

Your primary objectives will be:

  • Design, implement and own the change programme for our Global E-commerce (DTC) platform), enabling successful global market roll out
  • Implement the global CRM programme across Europe and APAC, working closely w/ Global CS Director and CIO
  • Oversee the Customer Service Improvement programme and any business change initiatives required to enable our Big Data , Media and Owner Experience strategies
  • Partner with Group Directors and Country Managers in market to set business change framework and define best practise
  • Deliver Global EPOS transformation programme
  • Design and implement the global business change communications strategy

Description:
  • Responsible for the day to day business ownership of the change programme, ensuring the projects are focused on achieving objectives and delivering products that will achieve breakthrough customer experience and forecast commercial benefits
  • Ensuring successful realisation of resultant benefits by embedding capability into business operations and facilitating business changes to exploit their capability
  • Owns the development of the appropriate business cases and ensuring their appropriate sign off, ensuring that the projects are aligned at all times to the strategic intent
  • Defines the Projects benefits including the future operating state and assessing progress towards.This will mean responsible for the design of the future operating model 'to be' state and that it is contained and maintained within the project blueprint
  • The role is responsible as the 'face of the project' for ensuring that effective senior communications with all areas of the business that they represent.

Accountabilities

  • Define the change agenda road map with the exec in alignment with the market strategies
  • Define and agree our change principles and level of governance requirements by project
  • Ensure standard ways of working focusing on impacts to ‘People, Process, System and communication
  • Work with the exec to improve understanding of why business change is critical to the success of any major change initiative
  • Create and manage a project pipeline and prioritise projects with the exec team prior to securing resource from Group dependencies e.g. IT
  • Ensure each project has a clear scope, business case and is aligned to our 5 year global plan and strategy
  • Work in conjunction with Head of IT Programmes to secure IT resource to deliver the technical change requirements, using the business case/scoping documentation
  • Work closely with group product owners to deliver change and best in class Customer Experience
  • Define a suitable governance framework with the market exec team
  • Feed into high level requirements Identify, monitor and minimise any operational risks associated with change projects
  • Represent markets both operationally and commercially in meetings across Group Commercial & IT
  • Provide status updates on change and manage market expectation in accordance to timelines
  • Provide regular updates on project progress, gaining decisions on key risks/ issues
  • Support in market system releases across current and future CRM & Digital solutions
  • Develop in market manager capabilities in managing change initiatives – coaching and support

Skills

  • Significant experience of leading global customer experience / retail transformation programmes from conception to BAU (ideally transforming from supplier / distributor model to direct 2 consumer model)
  • Demonstrable global experience of planning, scoping and implementing business change across every component of an organisation’s eco system e.g. Digital, Logistics, Customer Service, Retail, Finance and IT
  • Proven ability to influence and partner with exec teams, using data to inform decisions and drive tangible change
  • Excellent financial planning skills and a proven track record of holding ownership for large (six to seven figure) budgets
  • Proven track record of implementing global governance frameworks to effectively manage global demand
  • Excellent knowledge of Retail, Customer Service, Digital and IT systems & platforms Excellent 3rd Party vendor management experience
  • Demonstrable experience of leading multi disciplined and widespread teams (medium to large) through dynamic and fast-changing environments (ideally in large global matrix sized organisations)
  • Proven track record of coaching and developing individuals / teams and promoting high performance and excellent levels of cross-functional engagement
  • Educated to Masters or BA degree level

Benefits

  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Life assurance
  • Sport centre
  • Free on-site parking
  • Subsidised café and restaurants
  • Discounts on Dyson machines

Posted: 15 October 2018

Closing date: 07 January 2019