digital customer experience director

malene gude, randstad danmark
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københavn/frb., hovedstaden
HR & ledelse


Malene Gude


Since 2011 Danish exclusive jeweller Sophie Bille Brahe has created jewellery of unique esthetics and luxurious designs. Using especially gold, diamonds and pearls Sophie Bille Brahe has created a distinctive stylistic universe of classic, yet modern pieces of jewellery with a characteristic Scandinavian attitude. For a number of years her creations have been successful also in the international jewellery scene and even though both designer and team still work from an office and showroom in central Copenhagen, the whole world now counts customers of Sophie Bille Brahe’s beautiful rings, earrings, necklaces, bracelets and more.

To accelerate that position even more and to enhance the company’s work for creating unforgettable customer journeys in addition to delivering unforgettable pieces of jewellery, Randstad is now searching for a proven Digital Customer Experience leader from the field of luxury goods. The CX Director will be responsible for creating unique (priority e-com) experiences for end-consumers and for championing a customer-centric culture in all aspects of the company.

About the position
In this newly created role with report to the company CEO, you will be in charge of creating a sublime, delightful, consistent and unified experience for customers on-line. You will have a successful track record as a customer experience leader and will be passionate about implementing best of class CX strategies to the Sophie Bille Brahe universe.

You will be the leader of a small, specialized unit dedicated to e-marketing and you will be leveraging hands-on experience when it comes to outlining and implementing effective CX strategies. You will be in charge of business development through sublime digital customer experiences, and of establishing a KPI driven analytic foundation for CX initiatives in the company in general. Through close interfacing with the company CEO, marketing and sales, and other relevant stakeholders your primary responsibilities and work tasks will be:

- Creating and driving innovative strategies for in depth understanding of the customer journey
- Establishing customer-centric perspectives to all online commercial activities, phases and touchpoints – and to the organization in general
- Envisioning innovative digital platforms and ensuring that existing features increase online sales
- Elaboration of a master content plan for marketing via social media and adjusting this on a current basis
- Development of new e-tools and optimizing existing tools for customers
- Point of contact for developers and programmers
- Devise key performance indicators for the customer experience that measure and track programme performace
- Management of Digital Customer Experience-team and ensuring seamless cooperation with other stakeholders throughout the company
- Training of employees and colleagues in CX disciplines
- Budgeting and forecasting
- Heading a wide variety of projects leveraging an array of innovative technologies and deliveries for customers

In this role, you will have 20-30 travel days per year.

Your profile
Your background will most likely hold following characteristics:

- a minimum of 5 years prior experience with driving CX initiatives
- experience from another luxury brand within jewellery, fashion, lifestyle, furniture or similar luxury goods
- a minimum of 5 years management experience
- the ability to execute and influence across the organization and have e passion for both story-telling, product and consumer, and hold a vision for how to create an above and beyond customer experience.
- a strong track-record in planning and delivering CX research, analysis and cx solutions for high-end customers
- broad knowledge of changes in the contemporary customer experience landscape and hold expertise within eBusiness, eCommerce, marketing operations, and marketing/digital technology
- international experience and maybe particular knowledge from Asia or/and the United States

On a personal level, we look for traits like:

- Strategic and commercial thinking and proactivenes
- An interpretor of strategy into action
- Passion and a particular sense of where customer and products meet
- Focused yet extrovert with the ability to socialize at all levels
- Strong interpersonal and relational skills
- A natural networker, story-teller and manager
- Problem-solving and analytical competencies
- Data driven mindset with a digital core
- Hands-on project leader
- Optimistic and open to change
- A can-do and will-do attitude

About the company
Sophie Bille Brahe is a Danish based high-end jewellery company creating exquisite pieces for selective customers around the world. The jewellery is based in Copenhagen, Denmark and employs a staff of 15 specialists, including the chief designer Sophie Bille Brahe who creates all pieces for all collections.

Application and contact info
Randstad is responsible for the recruitment process. If you have any questions regarding this position, please contact Head of Transition, MSc. Organizational Psychology, Malene Gude at email or phone: +45 25 97 42 33. All applications will be treated in strict confidence and will be handled on an ongoing basis. The application must be in English.

About Randstad
At Randstad, we support people and organizations in realizing their true potential. We do this by combining the power of today’s technology with our passion for people. We call it Human Forward.
Randstad DK is part of the international Randstad Group, which is the global leader in HR services. With more than 4,800 offices in 38 countries, we are providing work to more than 650,000 people every day.
In Denmark, we are among the leading temp, outplacement and recruitment agencies with branches in Copenhagen, Aarhus, Aalborg, Kolding and Esbjerg. A position we have achieved due to our expertise in matching qualified candidates