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Director of Customer Services, a newly formed full time, permanent career opportunity has arisen for a highly skilled, experienced, and knowledgeable Customer Services Leader. Based in the South-East, working on a hybrid basis, this client is a global manufacturing leader who is looking to hire an experienced candidate who can steer a highly successful customer services team/internal sales team. Your career history will sit within Manufacturing or Telecommunications and must ‘show case’ previous, relevant experience. This executive position is a business-critical role aimed at driving business revenue whilst managing key customer relationships. Offering an annual salary up to £100k plus car allowance, end of year annual bonus and a range of highly attractive employee benefits, this prestigious post seeks a candidate who can is ideally educated to (MBA) Business or Technical Level, with a minimum of 5 years customer service management expertise gained in global market environments.
Our client is seeking a customer service leader who can demonstrate at least 3-5 years previous experience when managing an internal sales and customer services team. Your career will evidence a proven track record in managing, owning, and contributing to Sales and Operational Planning (S&OP) processes, with the ability to collaborate with multi-functional teams focusing on the EMEA regions. You will work closely with the Head of Business Development and wider team, ensuring to align sales strategies with operational capabilities, therefore previous knowledge, and exposure to B2B markets is essential. Customer service delivery is involved across areas of the business therefore the customer experience must be executed to continued high standards through the whole customer journey.
As Director of Customer Services, you will be responsible for the building, mentoring, and leading of a high preforming internal sales team, developing a results-driven and customer focused culture. Responsible for leading from the front, acting as key customer lead with executive clients, continuously assessing, progressing, and investing in improved customer delivery is at the forefront of this highly exciting, challenging and rewarding career opportunity. Your previous experience will evidence customer survey management skills, looking at collating statistical information on customer satisfaction responses, setting performance metrics (KPI’s) for the wider customer service and internal sales teams, monitoring overall performance and feedback.
You will be responsible for the overall creation and approval of pricing and quotations for all customers, liaison with product management and wider sales teams to implement accurate pricing models. There is an expectation to monitor order fulfilment, ensuring that customer projects are met, working with the project team to plan and execute large, complex, and high valued products, serving as the primary point of coordination. Naturally, you will demonstrate experience with CRM systems, (Salesforce) and ERP (Oracle) and advanced working knowledge of windows-based software for all communication methods, key stakeholder reporting and presenting. You will also investigate and analyse regional market trends, looking at competitor activities, and adapting varied sales approaches to the wider business. You may be subjected to occasional travel EMEA travel, needing to meet with key customers further ensuring the continued protection of high value spend customers.
