To identify gaps in process between sales and operation and enable a efficient layer of service structure to engage with both external and internal customers.

Client Details

Survitec is a global leader in survival and safety solutions to the marine, energy, aerospace and defence markets. Throughout its 160 year history, it has remained at the forefront of innovation, design and application engineering and is the trusted name when it comes to critical safety and survival solutions.

Survitec operates through two distinct businesses, for Marine and Aerospace & Defence. Together they have over 3,000 employees worldwide covering 8 manufacturing facilities, 15 offshore support centres and over 70 owned service stations. It is further supported by a network of over 500 3rd party service stations and distributors.

By setting the global standard in critical safety and survival, Survitec protects over one million lives every day.

The business is currently going through an exciting period of positive change, this opportunity is based in the Aerospace & Defence business.

Description

Head of Global Customer Services & Sales Operations will identify gaps in process between sales and operation by undertaking gap analysis working with Sales force as a partner.

They will enable an officiant layer of service structure to engage with both external and internal customers.

The role is customer driven mapping out the full customer journey.

Head of Global Customer Services & Sales Operations overall remit will be to :

• Interface between sales & operations identifying areas of enhancement and change.
• Map out end to end the customer journey joining the dots both inward and outward facing.

*Interface between all OEM sites, giving sales managers single points of contacts

*Service level agreements (costings and order confirmation for clients)

*KPI's and objectives clearly linked to desired outcome of the team

Assist sales team with costings for products. Provide "true" cost to Survitec

• Provide estimated lead times and MOQ's to sales team

*Interface with Procurement for the identification and costing of 3rd party items

• Create /Issue standard templates to complete to assist pre order qualification

*Create quotations for standard items

*Own loading onto ERP, creating tracking No's and informing all parties

*Create customer confirmation and begin to engage with customer

*Track all customer communication

*Provide a Survitec customer service experience (call centre number for clients)

*Access to all PO and associated contracts + associated T&C's agreed

Profile

Head of Global Customer Services & Sales Operations will have:

• Customer Services leadership background ideally
• Worked in a new department setup with global infrastructure
• Sales operations and process development exposure working with ERP systems and CRM ideally Salesforce.
• Interim experience enabling change/transformation, fostering internal relationships whilst accountability.
• Work from home or office
• Passionate, driven, analytical, autonomous, enabler, honest and solution orientated.

Job Offer

Package on offer is commensurate with the role. This is a full time position base within a commutable distance to the office.