Head of Customer Experience CARCAM

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures

The Head of Customer Experience will lead the strategic development and execution of the customer experience (CX) strategy across CARCAM. This role will drive initiatives to enhance customer satisfaction, engagement, and loyalty by aligning with digital transformation goals and leveraging data-driven insights. The Head of Customer Experience will work closely with CARCAM CX leaders to optimize all aspects of the customer journey and position the organization as a trusted partner. This role requires a visionary leader capable of influencing organizational change to elevate CX standards.

Here’s what you’ll be doing:

• Develop and execute a customer experience strategy aligned with the organization’s transformation goals, optimizing the customer journey at all touchpoints.
• Analyze customer journey data to identify areas for improvement, including pain points and opportunities for moments of delight.
• Establish and manage a CX roadmap, defining key milestones, performance indicators, and timelines to measure and report on progress.
• Oversee the implementation of CX initiatives in collaboration with regional teams, ensuring alignment with organizational goals and local needs.
• Create frameworks for customer segmentation and personalized experiences to improve engagement and satisfaction.
• Establish a flexible CX playbook to provide guidance and consistency across all markets, supporting local teams in delivering customer-centric solutions.
• Develop and implement feedback mechanisms to gather customer insights, using data analysis to drive strategic decisions and identify opportunities for improvement.
• Champion using innovative technologies to enhance CX, aligning with the digital transformation strategy.
• Design and implement measurement frameworks to track CX initiative impacts, providing regular reports on KPIs to stakeholders and leadership.
• Utilize customer data and insights to support continuous improvement and data-driven decision-making.
• Cultivate relationships with key stakeholders and customers to understand their needs, championing their interests within the organization.
• Consistently demonstrates our One Inchcape Values & Behaviors; “We deliver great experiences through fresh thinking and working better together.”
• Any other related duties required from the Department.

We'll make a match if you meet the following requirements:

• Bachelor’s degree in business administration, Marketing, or a related field (Master’s degree preferred).
• Extensive experience in a senior CX role, ideally within a global or multi-national organization.
• Proven track record of leading digital transformation initiatives focusing on customer experience.
• Experience working with both B2B and B2C customer bases, with a strong understanding of customer segmentation and personalization.
• Deep knowledge of CX principles, best practices, and performance measurement.
• Strong analytical skills to interpret customer data and leverage insights for decision-making.
• Exceptional leadership abilities with a demonstrated capacity to influence and collaborate across all levels of the organization.
• Excellent verbal and written communication skills, with the ability to articulate CX strategy and initiatives effectively.
• Certification in customer experience management or a related field.
• Familiarity with innovative CX technologies and tools to support a data-driven approach to CX enhancement.

Role Information:

Reports to: Transformation Director CARCAM

Location: Warrens, St. Michael

Work Model: Hybrid

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.

We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.