Reference : 568148

Head of Customer Experience

  • Sales
  • United Kingdom
  • Permanent / Regular (US)
  • Posting date : 05/10/2019

Who are we ?

Innovative? Customer Focused? Agile?  Open and Engaging? Entrepreneurial? – The key attitudes and way we like to work at Saint-Gobain. If this sounds like you, please read on to find out more about the Head of Customer Experience opportunity.


How will you support us and what impact will you have in this role?

This role is working with our British Gypsum business where you will be responsible for using your influential communication skills by connecting customer experience with profitability, understanding and representing the voice of the customer whilst understanding that building relationships is key!


In the role as a Head of Customer Experience you will;


  • Lead the strategy for customer experience within our British Gypsum brands to ensure the development and implementation of a successful strategy
  • Continually look for ways to improve our customer experience journey, whether it be digitally, traditionally or something more innovate. We want you to prioritise the customer improvement agenda
  • Lead, manage, inspire and coach the service centre teams across our East Leake and Kirby Thore sites. Our team currently consists of about 55 people across various functions, but you will have around 5 direct reports
  • Manage key relationships and networks internally and with external stakeholders. We want you to be the trusted source to inspire, motivate and influence others around you
  • Evolve and transform our ways by embracing digital and other technology by working with customers and best practices within the marketplace


First and foremost, we always want to recruit talented people that align well with our values and way of working. In addition to the five Saint-Gobain attitudes we shared at the start, suitability for the role is always key; does the following criteria sound like you?


In order to be successful in this role, you must have;

  • Experience as a Senior Leader within a similar type role – so you can come in and make a big impact straight away
  • Proven experience of implementing your strategic thinking and making a change
  • Excellent communication and influential skills – as you will not only be inspiring your own teams, but will also have an impact across our other Saint-Gobain businesses as well as our external partners
  • Proven experience of stakeholder management where you have the confidence to influence, network, challenge back, and not be afraid of change
  • Excellent IT skills. Not only with the usual Microsoft packages, but having experience with social media and other customer experience tools will really give you the advantage and edge

Who are Saint-Gobain?

Saint-Gobain was founded in 1665 to deliver a world first – the production of glass on an industrial scale we have continued to adapt and grow through providing innovate ideas, services and products to our customers. 350 years later we have a presence in 67 countries and employs 170,000 people worldwide. The UK & Ireland is home to over 30 of our well-known and respected businesses within the construction sector including: British Gypsum, Jewson, Weber, Graham and Glassolutions.


You are applying to work with British Gypsum, this is one of 32 fascinating Saint-Gobain businesses that operate within UK and Ireland. Regardless of which business you join, you are assured to be welcomed into a professional and warm environment, where we value all of our employees equally and have a strong focus on their health, safety and wellbeing at all times.


Our Ambition as a business?

At Saint-Gobain, our goal is to ‘Create great living places and improve people’s daily life’. We design, manufacture and distribute materials and solutions, which are key ingredients in the wellbeing of each of us and the future of all. They can be found everywhere in our living places and our daily life: in buildings, transportation, infrastructure and in many industrial applications. They provide comfort, performance and safety while addressing the challenges of sustainable construction, resource efficiency and climate change.


Do you want to be part of this vision? Click apply, we would love to hear from you.



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