About the role

BURN is hiring a Director of Customer Obsession to be our internal customer champion, driving customer-centricity at each level of the company. This role will both work collaboratively with and constructively challenge key stakeholders across departments, to ensure the voice and needs of the customer is represented in our strategy and operations across multiple markets.

Duties and Responsibilities:

• Customer pulse: Map out what matters most to BURN Customers and their pain points. Implement robust customer feedback mechanisms, such as surveys, interviews, focus groups, etc. to gather insights and drive data-driven decision-making.
• Customer obsession assessment: Map the level of customer obsession/centricity/focus across BURN i.e. customer touchpoints, existing gaps per department etc.
• Performance tracking: Define customer obsession KPIs (customer-focused and business-focused) and matrices to be tracked with a scheduled cadence.
• Strategy: Develop and implement a customer obsession framework for BURN, cascading it to each department, and securing buy-in across the company.
• Implementation: Communicate the importance of the customer obsession initiative, tangible deliverables and measures of success, rewards, and consequences. Manage cross-functional projects needed to implement the customer-obsession strategy.
• Customer champion: Represent and advocate for the voice of the customer in BURN, ensuring the customer experience is prioritized across strategy and operations at each step.
• Internal customer training: Develop and deliver training programs to educate employees at all levels about the importance of customer obsession and empower them to deliver exceptional customer experiences.
• Stakeholder management: Identify and coordinate relevant stakeholders to ensure the achievement of customer obsession goals – this includes forming a steering committee, setting a regular meeting cadence etc. to ensure the progression and achievement of goals.
• Champion innovative thinking: Develop and implement innovative approaches to providing customers with a top-tier experience at every touchpoint.
• Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in customer experience management, and leverage insights to continuously elevate our approach to customer obsession.

Skills and Experience:

• 8+ years of senior managerial experience, preferably in customer experience design or operations. Multi-national experience is preferred.
• Proven ability to design customer experience initiatives and integrate them into existing business operations.
• Exceptional project management skills, able to collaborate with cross-functional teams, across multiple markets to achieve common goals.
• Experience in a fast-growing B2C operation is preferred. Pay-go experience would be a plus.
• Strong data and analytics skills – able to design customer feedback collection initiatives and processes, distil insights and present this to stakeholders for decision-making and buy-in.