Customer Experience Business Partner (Grade D2) Closing Date 29th March 2012

Customer Experience Business Partner (Grade D2) Closing Date 29th March 2012

Location: West London , London Salary: Attractive Total Package Date posted: 31/03/2012 16:04 Job type:Permanent Company: Carphone Warehouse Contact: Recruiter Ref: Totaljobs/BBE3305 Job ID: 53240836

Introduction

Best Buy Enterprise is a multinational retailer of technology, entertainment products and services with a commitment to growth and innovation. We are a truly global company with approximately 180,000 employees across the United States, Canada, Europe, China, Mexico and Turkey.

Best Buy Europe Distributions is the European arm of Best Buy Inc. and is made up of The Carphone Warehouse, Geek Squad and The Phone H ouse.

The Carphone Warehouse is Europes biggest independent mobile retailer with over 800 stores in the UK, and hundreds more throughout Europe. Our success has been built on over 20 years of experience in the telecommunications industry and our people's passion for the connected world.

Immerse yourself in our future, and you could have an inspiring career ahead of you. Today is yesterday. Live tomorrow.

Overall Purpose of Job

Represent both the internal and external Customer, in projects and day-to-day activity, to ensure that Channel initiatives are well co-ordinated, fit for purpose, and deliver longevity in terms of operational quality, time and cost.

Act as the intermediating partner and gatekeeper between the channels, the operational channel managers, and the project teams to ensure that Customer experience and operational integrity is never compromised.

Drive change initiatives across the business based on i nsight and analysis of various Customer Experience Metrics

Ensure that customer requirements are represented throughout the complete project lifecycle, and appropriate sign off is achieved before any activity is released into the Channel.

Act as a single point of contact for various Customer experience teams ensuring that all high-level change is captured, assessed and consolidated into the Portfolio Management process and is aligned to the Channel Strategy.

Duties & Responsibilities

Act as a single point of contact for the Marketing, Space, Insights and teams providing them with subject matter expertise and operational steers on all their strategic and tactical plansOwn and manage the day to day relationship with Fizzback, ensuring that the requirements of the Retail channel are met and that any ad hoc issues are successfully resolved and communicated, ensuring maximum engagement internallyChampion the needs of the Customer in every ch annel decisionWork with Channel BPs to identify opportunities to improve the customer experience and own and drive these via the relevant change processesConduct process efficiency investigations and define new and improved ways of working, ensuring SOPs for all relevant processes put the customer at the heart of our businessCo-ordinate all marketing, and service initiatives into the Channel Plan, ensuring all activity is represented in OneView and communicated to Channel Stakeholders effectivelyDrive individual project success through personal participation in project requirements gathering, work-stream attendance and Steering facilitationConduct focus groups and engage with the Channel teams to ensure that new initiatives are appropriate, gather feedback from Channel post-implementation and feed into the relevant Support Function TeamsSupport long term business growth by maintaining a sensible balance between user requirements and immediate commercial goalsDrive continuous improvement of wider project processes through close working partnership with project, programme and project office teamsEnsure every project has a robust test and channel launch plan, and that all product and process information is communicated to the Channels in an appropriate formatMonitor and analyse results to measure the impact of the project on the overall customer experience and report on successes and opportunities for improvementLiaise with other Business Units to drive compliance of operational changeReport updates to Line Manager on a regular basisDeliver commercial objectives of the Business, and of Business Operations

Skills & Experience

Essential:-

Substantial experience as Retail channel (preferably experience of working in Store)Experience of Project ManagementExceptional written communication skillsLaunch planning experienceExtensive CPW Sales Channels knowledge In-depth knowledge of PIE/EPOS systems and processes Pr oactive in searching out solutions, and self-motivatedExceptional technical aptitudeLateral and strategic thinker

Desirable:-

Advance Microsoft Office skillsAdvance skills in trade tools such as Visio and ProjectUnderstanding of Industry trends and issuesDemonstrates a flexible and can-do attitudeHas strong interpersonal skills and maintains balance between task and teamIs pragmatic and results-drivenCommitted to the 5 Fundamental Rules and championing the Customer

Working at Best Buy Europe definitely has its perks. You get a comprehensive package of pay and benefits, plus a culture that encourages development, individuality and work/life balance.

We look forward to receiving your application. Thank you for taking the time to apply. Please note that we will only contact you again if you are invited to interview. All data is processed in accordance with the provisions of the Data Protection Act.Best Buy Europe is committed to ensuring that candidates an d employees are treated equally, with dignity and respect and to providing a working environment that is free from discrimination, harassment and bullying