Job Description
Job Title: Head of Customer
Contract Type: Permanent
Full time (34.5 hours)
Location: Hybrid/London/National
Home-based / Split between home and our London Office
Salary Range:
National: £62,000 - £70,500
London: £66,000 - £74,000
Are you a strong customer focused leader, with outstanding stakeholder management skills and a real passion for listening to customers and learning how we can better deliver great experiences? Could you influence teams across an organisation to ensure that customer need and experience is kept at the heart of both strategy and delivery? Do you have a track record of driving through improvement and change?
About the Role
Reporting to the Director of Customer and Marketing Planning, you will be responsible for leading our Customer Journey Planning function that ensures Macmillan is delivering excellent experiences which drive both impact and income. You’ll build a customer centric culture in Macmillan by acting as the champion of our core external audiences; these are people who get support from us, people who give support to us and healthcare professionals. You’ll build understanding of these audiences, their journeys and experiences and use this insight to drive continuous improvement across our product and service portfolios. And you will take responsibility for leading or shaping key cross organisational customer initiatives which ensure we are implementing change to improve experience and better meet customer need.
About you
You have substantial experience of working within in a customer centric role where you have taken insight to design and deliver strategies that better meet customer needs. You’ll be passionate about listening to customers and using this insight to deliver better experience, and you’ll have a track record of driving improvement and implementing change. You have a proven track record of relevant sector experience, excellent managerial and motivational skills combined with the ability to spot opportunities to improve customer experience and better meet needs.
About us
We help millions of people with cancer across the UK live life as fully as they can through physical, emotional and financial support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. Together, we do whatever it takes for people living with cancer; with heart, with strength and with ambition.
Recruitment Process
The application deadline end of the day 13th March 2023, with the first stage virtual interviews taking place during the week commencing 20th March 2023.
In order to ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate’s experience.
If you would like to discuss your application or anything further in regards to a career at Macmillan Cancer Support please email us at PeopleServices@Macmillan.org.uk.