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VP/Head of Customer Experience

Employer
McCabe & Barton
Location
United Kingdom
Salary
140000.00 GBP Annual
Closing date
6 Jun 2023

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Sector
Business Services
Responsibilities
Customer Service
Position/Level
CEO
Contract Type
Permanent
Language
English

What the role entails:
Manage and drive the growth within our EBU, Emerging Business Unit responsible for Travel Domain.
Deliver Profitability, Client Engagement and NPS, Growth and Operational Delivery with existing accounts
Be responsible for the sales cycle from deal origination to closure (signed contract) and successful handover to the Operation Management
Bring an understanding of the marketplace and competitor offerings to drive company's growth strategy and investments
Act as Client Partner to the Travel Domain and be responsible for significantly growing revenues within existing accounts
Collaborate and develop 3rd party and advisor relations to build credible voice in the geography and generate opportunities from this channel
Propose - Submit and handle proposals with full ownership and accountability for the opportunity. Work closely with the sales enablement teams to ensure high quality of proposals.
Architecture of proposals (RFP/RFIs) to evince client interest

Experience and background required:
Big-deal experience within Travel domain. Proven experience in closing deals with ACV > $5M and TCV > GBP50M.
Experience managing relationships with COO's, CFO's, CEO's, Customer Service Directors.
Architecture of proposals (RFP/RFIs) to evince client interest
Experience in managing long term complex multimillion pound products, services or solutions within the specific markets.
Balance multiple, concurrent deals to achieve challenging growth targets.
Effectively identify and translate client needs into company services. Develop an understanding of customers' business needs, matching them with company's capabilities, and developing winning proposals for company
Work effectively across the company organization and partner with the appropriate team members to demonstrate the depth and breadth of company's solutions.
Be a key intermediary between the service delivery team and the customer.
Astute at identifying and qualifying opportunities within an existing account base, be able to develop strong relationships at potential client organisations and have the proven ability to convert these relationships into commercial engagements.

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