Digital Transformation – Head of Customer Experience

Summary

Job ref: 11006

Job Type: IT

Location: Ballymun, Dublin 11

Closing Date: 31 January 2020



Digital Transformation - Head of Customer Experience

Role Vacant

MWP Digital Transformation - Head of Customer Experience

Type of Vacancy

2 Year Project with a view to Permanent Position

Based

Dublin

Reporting To

IT Director

Musgrave Group

Musgrave is Ireland`s leading food retail and wholesale company. Our retail brands include SuperValu, Centra, Daybreak, and Mace in Northern Ireland. In addition, Musgrave MarketPlace is Ireland`s leading wholesale supplier to retail, foodservice and SMEs. We are continuously changing and expanding our brand portfolio, with more recent brands including Frank & Honest Coffee, La Rousse Foods and Drinks Inc. Our values are long-term stable relationships, achievement, not being greedy, honest, and working hard.

Musgrave Wholesale Partners

Musgrave Wholesale Partners currently trades through 3 channels across the island of Ireland: Collect (10 MarketPlace outlets); Delivered Retail (the DayBreak symbol and a number of key National Accounts); and Delivered Foodservice (including the La Rousse Foods brand). With a current Turnover in excess of €650m and headcount of c. 1200 FTEs the Wholesale & Foodservice Business Unit is a critically important component of Musgrave Group.

Our Musgrave MarketPlace brand is moving into the digital age. In the last 4 years we have experienced high double-digit growth in digital as an ordering mechanic and digital touch-points are now a fundamental driver to our brand experience. Digital sales are already 38% of our business and is achieving 9% incremental growth, with metrics continuously rising as we enhance the experience.

Business Transformation Objective

Our vision is to transform Musgrave MarketPlace into a seamless digital B2B one-stop-shop allowing our customers to buy every product or service they require to run their business, underpinned by our brand essence of first for choice, service, and value. Our ambition is to take our digital proposition to the next level opposite both customers and suppliers by introducing a Digital Platform / Marketplace business model. From a customer perspective, our ambition is to take our online ecommerce solution to the next level and introduce a fully connected seamless experience that exceeds customer expectations every time. We will solve current pain points for our customers and give them more time to focus on their core business. In addition, we will provide them with an expanded range of products and services via our digital channels. This extended range will utilise a marketplace model, where a wider range is digitally listed and fulfilled direct from suppliers. From a supplier perspective, our ambition is to introduce a self-service digital portal to enable suppliers present their range and brands on our systems in a manner that meets their needs. We will introduce new connectivity solutions to allow suppliers easily manage their range and their interactions with us.

Role objective

We are looking for a strong leader to drive our customers experience, focusing on digital interactions. The role will analyse customer range and service requirements and ensure we are addressing all key customer requirements as part of our transformation. The role will also play a leading role in Digital Platform sales, engaging with our customer base to ensure we are maximising sales and ancillary revenue (e.g. extended range, premium services). The role will also lead recruitment of new customers utilising all our channels - digital/phone/branch.

The role will be specifically responsible for extended range sales using a `marketplace` model. This extended range will only be listed on our digital channels (will be made available to collect customers via tablet in branch) and will not hold stock of extended range.

The role will be part of a wider Digital Transformation team. The team will initially have a data, process and systems focus to build the foundations of eCommerce, Product Information Management, Supplier Relationship Management, and connectivity. This role will be heavily involved in the design of these components to ensure that both supplier and customer requirements are well understood and built-in from the outset. As the platform develops, the Head of Customer Experience will ensure we are delivering against our customer commitments and objectives. The initial Digital Platform team will be small with a focused start-up mentality. This means that role will initially be broad and cover several areas. As the platform grows, so too will our team and the Head of Customer Experience will be supported with additional resources as required where there is a clear commercial opportunity.

Responsibilities

Leadership - You will lead our digital services to customers

Communication - You will articulate a clear proposition to our customers and be able to convert customers from inefficient order channels (e.g. phone) to digital channels. You will also communicate changes with colleagues across our business to ensure everyone is aware of and supportive of our transformation.

Customer Focus - you will be able to articulate requirements to meet & exceed customer expectations in relation to all elements of their experience with Musgrave MarketPlace

Sales - you will promote and market our digital channels and be responsible for driving sales of our extended range

User Experience - you will lead the user experience components of our digital transformation, working with specialists as required

Teamwork - you will work with a small focused team to ensure project deliverables are achieved and in parallel work with our wider business to ensure we achieve a transformation in our current business model

Partnership - ability to build strong relationships with customers can colleagues across all functions, particularly our sales team

Project Management - you will work within a wider programme structure and ensure that milestones under your remit are delivered in a timely manner

Financial Management - you will manage the budget & forecast for projects and services within your domain

Education & Experience

The ideal candidate will have:

- University qualification in quantitative or business area

- Customer focus, with insights in relation to how we need to change to exceed customer expectations

- Service focus, with ability to deliver a strong customer proposition to address a wide variety of customer issues and queries

- Strategic focus, with ability to work towards a clear vision

- Strong experience in UX & UI

- Excellent communication skills, both written and verbal, with ability to present confidently to large audience

- Strong influencing skills, with ability to feed into overall management of our digital transformation

- Ability to engage with the business at all levels and ensure alignment on our digital vision

- Knowledge of emerging digital technology and applicability to the wholesale sector

- 5+ years` experience in a similar role

- Ability to work independently

- Wholesale or retail business knowledge would be useful, but not essential

- Soft Skill Requirements: Leadership, Strategic Thinking, Problem Solving, People Management, Project Management, Digital Fundamentals, Communication Skills, Attention to Detail.

The ideal candidate will have/be:



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