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Director of Customer Service Transformation

INTEC SELECT LIMITED
Job LocationLondon
EducationNot Mentioned
Salary£80,000 - £90,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Director of Customer Service TransformationA global corporation that operates within the Ed-Tech sector is currently hiring a Director of Customer Service Transformation who has proven leadership capabilities within a global complex environment. The chosen candidate must have proven architectural roadmapcapabilities in customer service and proven experience transforming a global customer service capability for over 900 staff. Our client is looking to pay a salary between £80,000 to £90,000 to be based in London (1 x PW) with excellent benefits.To be considered for this post, you must have strong capabilities in change transformation, roadmap design and how you would deliver this into global customer service environment.Core responsibilities:

  • To support delivery of the new strategy, championing a customer-centric approach and leading Think Customer as the strategic change programme to establish and deliver a significant improvement in sales and service capability and performance across the businessto generate improved customer experience, outcome and retention.
  • To continuously develop and enhance the Customer service strategy based on a thorough understanding of customer needs, to ensure the strategic direction and service channels deliver valuable outcomes for customers and meet/manage demand and improve theemployee experience, productivity, and engagement.
  • To work with global product owners and regional leads to ensure the global business sales and customer service strategy is translated into global and regional plans and implemented accordingly, with tracking in place to manage impact
  • Accountable for the transformation of our customer service capability, establishing and embedding a proactive and innovative customer service culture, continuous improvement and accountability for the delivery of customer service
Core skill set:
  • Industry experience of Ed-Tech, Education or SaaS global enterprise would be preferred.
  • Significant management experience driving excellence in customer service delivery and sales growth in a large, international, multi-channel customer service and sales environment
  • Proven track record of delivering a complex transformation programme and delivery of major process improvements within a large-scale, sales and service teams
  • Proven track record of leading culture transformation within a complex, global environment - Demonstrable experience of senior, cross functional stakeholder management skills, including 3rd party suppliers / partners
  • Extensive experiencing of managing operational customer service teams
Director of Customer Service Transformation

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