Customer Services Director

Location
Hertfordshire (GB)
Salary
Excellent six-figure basic salary + bonus + benefits
Posted
09 Jan 2017
Closes
23 Jan 2017
Ref
TGSM
Position/Level
Department Head, Director
Contract Type
Permanent
Language
English

Main Purpose of Role

Our client is a FTSE listed retail technology and payment solutions provider. Leading a team of circa 100 people, the company is looking for a new Customer Services Director to be responsible for delivering a first class service to its customers, ensuring they get a great experience throughout the customer lifecycle. Reporting to the group CIO, this is a highly visible role with significant exposure to the Executive Board. The Customer Services Director will be responsible for creating a culture of customer centricity and improvement both within the customer service team and across the wider organisation. The Customer Services Director will have a passion for achieving a great customer experience and be fanatical about understanding the detail of the operation. Hands on management with strategic thinking and stakeholder influencing is as important as an analytical mind and a passion for hitting the numbers. We require a strong influencer / communicator with the ability to build effective relationships across the organisation at all levels. This is a highly visible and important role within a growing and high-performing market leader. ​

Main Responsibilities:

  • Create, own and drive the Customer Service strategy 
  • Provide visible, inspirational leadership, combined with a positive, innovative, and forward thinking approach
  • Implement and embed change including Salesforce CRM in order to modernise and transform the customer service function 
  • Create a culture of customer centricity and continuous improvement 
  • Build, develop and lead a high performing team with a depth and breadth of customer services and operations technical knowledge and experience across multiple product lines
  • Apply best practice performance management techniques to ensure the team are motivated to deliver excellent customer service within agreed SLAs and targets 
  • Collaborate and engage closely across the business and in particular with colleagues in Commercial, Product, IT & Finance
  • Ensure the effective implementation and delivery of operational processes to support the introduction of new products and services  
  • Build an effective resource model that enables flexibility to manage fluctuations in volume and type of activity
  • Oversee relationships with 3rd party suppliers (logistics partners and dealing with International partners based in China), negotiating contracts and ensuring delivery against agreed SLAs
  • Contribute to the development of the business plan and the business more widely as a member of the senior management team
  • Ensure rigorous financial management of the department

Qualifications and Experience Requirements:

  • Educated to degree level
  • A proven leader with significant experience developing and implementing customer service strategies in organisations with a reputation for service excellence
  • Deep understanding of best in class customer service, operations and customer contact approaches and techniques
  • Experience of both contact centre and sales fulfilment operations
  • Significant experience leading transformation and change in operations environments
  • A demonstrable customer centric mind-set 
  • A natural leader and coach with excellent interpersonal and influencing skills and the ability to challenge, inspire and grow a high performing team
  • Strong execution focus, willing to ‘get hands dirty’ and get stuck in to ensure successful delivery
  • Excellent stakeholder management skills, able to build relationships and communicate effectively at all levels
  • Highly analytical with the ability to analyse and question data in order to provide critical insight

Desirable:

  • Experience of working with retailers or other B2B customers including utilities providers
  • Experience of working with retail hardware and software / digital solutions including terminals, EPOS, ATM, credit & debit card pin entry devices, online payment solutions
  • Experience of embedding a CRM tool, preferably Salesforce
  • A natural curiosity and flare for technology

In return for possessing the above experience and skills the successful candidate will be rewarded with an excellent ​six-figure salary plus bonus and benefits and the opportunity for development and progression within the firm. Please reply by clicking on Apply.