Customer Service Transformation Director - Permanent

Customer Service Transformation Director - Permanent

Our client are currently looking to hire a Customer Service Transformation Director to join the team on a permanent basis. This role would be hybrid working, with the client site based in London.

Role Purpose:

In this role you will be accountable for the design and delivery of the future operating model to achieve Customer Experience excellence for the client, while managing the Customer Service team as they continue to meet the day to day needs of our B2C customers.

Main Accountabilities:

• Strategy & Planning
• Leadership & Management
• Relationship & Stakeholder Management
• Resource Management
• Sector / Subject Matter Expertise on Customer Service, Contact Centre and Customer Experience
• Data, analytics and problem solving

Skills & Experience:

• Significant management experience driving excellence in customer service delivery and sales growth in a large, international, multi-channel customer service and sales environment
• Experience of delivering a complex transformation programme and delivery of major process improvements within large sales and service teams
• Experience 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
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Demonstrate the ability to motivate and communicate with others at all levels

If you feel this role would be a good fit for your skills and experience, please apply!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age