Customer Experience & Proposition Manager

About the role

Our client, a leading FMCG business, is looking for an experienced Customer Experience & Proposition Manager to join the Insights & Innovation team. This strategic position will shape the end‑to‑end customer experience across retail and digital channels, ensuring that propositions are customer‑led, commercially impactful, and operationally feasible.

Key responsibilities

• Define and evolve the customer value proposition across in‑store, online, service, and communication channels.
• Lead improvements across key customer journeys, identifying pain points and opportunities through insight and performance data.
• Develop and deliver a customer experience roadmap focused on driving satisfaction and commercial performance.
• Translate customer insight into scalable operational and commercial initiatives.
• Establish experience standards and frameworks across key touchpoints.
• Own measurement of experience metrics such as NPS, effort, retention, and conversion.
• Partner with Operations, Marketing, Digital, CRM, HR, and Customer Care to ensure alignment and delivery.
• Support pilot programmes through rollout, ensuring measurable impact.

Required profile

• 8+ years of experience in Customer Experience, Proposition, Customer Strategy, or Retail/FMCG environments.
• Proven ability to lead cross‑functional initiatives and influence senior stakeholders.
• Strong analytical and insight‑driven decision‑making capability.
• Experience building customer journey roadmaps and tracking commercial impact.
• Excellent communication and stakeholder management skills.

Required skills