Contract Type:
Regular
About Autoglass® and Laddaw®
We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.
Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.
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Head of Digital
Bedford / Hybrid
Competitive + £7,000 car allowance, 30% annual bonus, private medical cover, competitive pension
Closing date for applications 17th November
Job Summary
We are transforming our business through improved processes, flexible ways of working and a greater use of technology to make a difference to our customers and our people. We are developing super-talented people in our business to be the best; we want to create a great place to work and grow a business we are committed to and feel proud of. We are committed to doing the right things and doing them right; we care about our impact on the environment and are driven on giving back to society.
Your leadership in driving digital solutions to optimise the online customer journey will be integral to our success, allowing us to deliver seamless, data driven experiences that make a lasting impact on our customers. You will shape the future of Belron UK’s digital online landscape and play a vital role in bringing our transformation vision to life.
Role Purpose
In this newly created role, the Head of Digital is responsible for leading the creation and implementation of Belron UK’s Online Digital Strategy, aligning it with the overall business strategy to drive growth and enhance customer experience.
Acting as a strategic bridge between customer experience and IT, this role ensures that our digital online solutions, combined with Salesforce optimisation, are innovative, user friendly and impactful, simplifying online interactions to enhance usability for end users.
This role will spearhead the development and execution of a data-led user experience roadmap, leveraging customer insights to continuously refine our online platforms and streamline complex processes. A key objective of this role is to increase online conversion, ensuring digital channels are optimised to drive measurable improvements in customer satisfaction, conversion, VAPS sales and margin growth.
Key Responsibilities and Duties
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Strategic Leadership and Roadmap Development
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Drive the creation and implementation of Belron UK’s digital strategy ensuring alignment with the business strategy and a seamless integration of customer experience with IT capabilities to deliver meaningful, user-friendly digital solutions.
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Collaborate with senior leaders, including the Head of Customer Experience, IT, and corporate stakeholders, to deliver a unified approach to digital transformation and drive strategic business growth.
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Serve as a thought leader in digital, identifying and supporting the delivery of innovative solutions that enable our business strategy and enhance the customer experience.
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Customer experience and Technology Integration
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Bridge the relationships between IT and customer-facing departments, ensuring that user friendly, innovative digital solutions are designed to enhance the customer journey by simplifying interactions across digital platforms.
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High-Level Collaboration and Stakeholder Management
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Build and maintain strategic relationships with senior stakeholders across Belron UK, Belron International Group, and corporate partners, ensuring digital initiatives align with business needs and objectives.
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Partner with customer-facing and operational departments to understand customer requirements and deliver optimised, high-converting digital experiences.
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Collaborate with IT and the Enterprise Web Platform team to ensure platform performance and reliability meet high standards and support the user experience roadmap.
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Impactful Customer Experience and Conversion Optimisation
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Lead the creation, implementation, and refinement of a data-driven customer experience roadmap using customer insights to shape an optimised digital journey.
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Drive conversion rate optimisation (CRO) through innovative strategies, continuously monitoring and enhancing customer engagement, retention, and satisfaction.
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Promote digital as the default customer channel, ensuring that digital interactions are seamless and fully integrated across the customer journey.
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Collaborate with the UK and Global VAPS team to optimise our online VAPS offer to drive additional sales
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Advocacy for Digital Transformation and Cross-Functional Collaboration
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Act as an advocate for digital initiatives within the organisation, promoting understanding and alignment from all business functions.
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Engage with the Senior Leadership Team (SLT) to position digital as a core part of strategic planning and resource allocation.
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Foster a collaborative environment that encourages knowledge sharing, learning, and alignment with digital best practices across teams.
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Leadership and People Development
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Lead, mentor, and develop a high-performing digital team, to achieve excellence in all areas.
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Set clear objectives, ensure Personal Development Plans (PDPs) are in place, and support team members in professional development, upskilling, and engagement with digital best practices.
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Foster an inclusive, innovative team culture aligned with Belron UK’s values and focused on continuous improvement.
Skills, Experience and Qualifications
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Strategic Leadership Experience:
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Commercially astute, with demonstrable experience of setting and implementing a broad digital strategy that has driven e-commerce revenue growth and customer engagement.
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Experienced in leading cross-functional digital initiatives that align with organisational goals and deliver measurable impact.
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High-Level Collaboration and Stakeholder Management Skills:
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Proven success in building and managing strategic relationships with senior stakeholders, both internally and with corporate partners.
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Ability to influence and align senior leaders, ensuring digital initiatives are fully supported and resourced.
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Data-Led, Customer-Centric Mindset:
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Expertise in data-driven decision-making, leveraging customer insights and analytics to design high-converting digital experiences.
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Proven success in conversion rate optimisation (CRO), with a focus on increasing customer satisfaction and engagement.
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Inspiring People Leader:
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Demonstrable experience in mentoring and developing a high-performing team, fostering an inclusive and innovative culture.
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Promotes continuous learning and best practice sharing to achieve high standards across digital initiatives.
Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at recruitment@belronuk.com.