Location: London, UK
Subject to Consultation
About the role
This role leads the development and delivery of a customer engagement strategy that positions DSS as a credible, trusted leader in sustainability. By combining technical expertise with strategic influence and powerful storytelling, the role will build customer confidence, enhance satisfaction, and strengthen DS Smith’s reputation on the issues that matter most to its top customers.
The role will lead the development of a sub-regional Community of Practice to scale best practices, drive thought leadership, and deliver measurable impact on customer engagement, reputation, and growth.
You will develop and deliver a compelling influencing strategy that establishes DSS as a market leader on sustainability and trusted partner on our top customers’ most critical priorities; drive customer engagement and strengthen relationships with top customers through clear, consistent, and transparent communication on sustainability performance.
You will translate complex data and sustainability insights into engaging stories that connect with customers, other external stakeholders, and internal teams.
KEY RESPONSIBILITIES:
Shape narratives and co-develop content with Divisional Marketing & Communications to showcase DS Smith’s sustainability leadership through customer stories, case studies, and market insights
Use storytelling to make technical sustainability concepts relatable, supporting stronger influence with both internal and external audiences
Benchmark market and competitor activity, using insights to guide strategy and influence customer perceptions
Serve as the focal point for sustainability engagement with top customers, enabling sales success and growth with priority accounts
Build strong, long-term relationships with top customers by aligning DS Smith’s sustainability capabilities with their priorities
Oversee Customer Sustainability request management, streamlining and automating processes for efficiency and customer satisfaction. Line manage Sustainability Specialist.
Empower Sales and Marketing teams with customer-centric sustainability tools, training, and communications that enhance their ability to win business
Provide proactive support in tenders and top customer opportunities, integrating DSS’s sustainability credentials into the value proposition
Collaborate with Customer Sustainability and Marketing to generate insights from disclosures, consumer research, and analytics that inform strategy and shape market positioning
Serve as a subject expert on sustainability (carbon, circularity, human rights, communities, etc.) while framing insights in ways that resonate with customers
Represent DS Smith in industry events, trade fairs, and stakeholder forums, using storytelling to amplify DSS’s position as a sustainability leader
Engage with regulatory, NGO, and expert stakeholders to anticipate trends, gather insights, and inform DS Smith’s customer sustainability narrative
About You
Degree within business/marketing, engineering or sustainability
Experience in sustainability roles, with proven ability in successful strategy development and execution
Strong Sustainability knowledge and expertise with demonstrated leadership skills and excellent understanding of what it means to be a brand ambassador
An analytical, independent and methodical international people leader
A resilient and persuasive change agent with effective communication skills and strong personal impact and integrity
Excellent interpersonal communication skills. Values co-operation and enjoys working in teams with other talented people but is also capable of working independently.
Creative, innovative and long-term visioning.
