Head of Digital Customer Experience

**WE ARE DENIM HEADS.**

We love denim. Live and breathe it. It’s in our DNA. At G-STAR, we see no limit to what denim can do. We believe it can be force of progress and innovation for both people and planet. How? By hiring the most creative, curious and caring minds. People who think beyond fashion. Bringing big ideas to big challenges. Driven by possibility. Those who work hard, make mistakes, but always continue to grow.

Denim is in our DNA, our people are our stitching.

Join the denim heads making raw denim.

**HERE'S WHAT WE'LL DO TOGETHER**:
The **Head of Digital Customer Experience** is responsible for developing and implementing strategies that enhance customer satisfaction and loyalty at G-STAR. This role involves overseeing all customer-related activities for our digital channels, ensuring that every interaction aligns with the brand's values and goals.
The Head of Customer Experience will lead a team dedicated to delivering exceptional service across all digital customer touchpoints, including User Experience, Conversion Rate Optimization (CRO) and Customer Service, Payments & Fraud. The role primarily focuses on our own brand websites and apps, while supporting other owned channels to deliver consistency of experience.

**YOUR TASKS & RESPONSIBILITIES**:

- **Strategy Development**: Create and implement a comprehensive customer experience strategy that aligns with the company's overall business objectives.
- **Team Leadership**: Lead and manage the customer experience team, fostering a customer-centric culture and ensuring high performance.
- **User Experience (UX)**: Collaborate with the UX team to design and optimize customer journeys, ensuring a seamless and engaging experience across all digital platforms which represents our brand.
- **Conversion Rate Optimization (CRO)**: Develop and implement CRO strategies to improve the effectiveness of digital marketing efforts and increase conversion rates.
- **Customer Service Management**: Oversee the customer service function, ensuring that customer inquiries and issues are resolved promptly and effectively. Maintain costs within budget.
- **Payments**: Lead on the Digital payments and fraud strategy and operation
- **Customer Feedback Analysis**: Regularly analyze customer feedback, market trends and data insights to identify areas for improvement and innovation.
- **Cross-Department Collaboration**: Work closely with other departments, such as Trade & Content, Marketing, IT & Tech to ensure consistency in customer interactions and efficient delivery of features.
- **Performance Metrics**: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
- **Technology Integration**: Implement and leverage technology solutions to improve customer interactions and streamline processes.
- **Issue Resolution**: Serve as the primary point of contact for escalated customer complaints, working diligently to resolve issues and restore customer satisfaction.

**HERE'S WHAT YOU BRING TO THE TABLE**:

- A degree in business, marketing, or a related field.
- At least 5 years of proven experience in a senior customer experience role, preferably within the omni-channel fashion or retail industry.
- Strong cross-functional leadership and team management skills, with the ability to inspire and motivate a team.
- Excellent analytical skills, with the ability to interpret customer feedback and market trends. Experience in Contentsquare and Tableau is preferred.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence at the highest level.
- A deep understanding of customer needs and a passion for delivering exceptional service.
- Familiarity with customer experience management tools and technologies.
- A can-do, pragmatic attitude with the ability to multi-task.
- Excellent written and oral English skills.

**HERE'S WHAT WE BRING TO THE TABLE**:
Located in **Amsterdam**, our G-STAR HQ offers the chance to work in a diverse environment, with a team of about 300 employees who represent more than 35 nationalities. We all work and collaborate together to be on top of the game and become the number one denim brand
Beyond a competitive salary, working at G-STAR brings many other perks and exciting opportunities:

- A work environment that offers room for fun, inspiration and innovation,
- A clothing budget to showcase your personal style while representing G-STAR,
- A healthy lunch at our canteen,
- Free access to learning and development platforms Udemy and Goodhabitz,
- Flexibility to work from home 1 day a week,
- A discount on a new bicycle and gym membership.

**WHAT WILL HAPPEN NEXT**:

- We will thoroughly review your CV.
- When we hopefully find what we are looking for, we will contact you for a chat and if it’s a good fit, we’ll plan our first interview.
- Because we’re very curious how you’d survive a mission impossible, we