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FTC- Digital Business Director
4 months ago
Matrix has an established reputation for exceptional quality, delivery and customer service coupled with the majority backing of one of the UK's leading growth Private Equity investors.
In this regard this opportunity to join Matrix comes at an exciting time in the business' lifecycle.Reporting to the Chief Strategy Officer, the Business Director is a key role that is required to lead and support Matrix's growth and expansion into new market sectors.
The Business Director will lead a team to ensure client satisfaction, optimize revenue and margin generation and deliver contract renewals.
The role requires the individual to be able to take a personal and proactive lead with client relationships and guide both a direct team and influence the wider organisation to create excellent working relationships at all levels of the client through excellent communications, training, support, and guidance.
As part of the Leadership Group, the role will play a key role in decision making for Matrix by putting customers' voices at the heart of the business, using market insight to shape and improving services to assure an exceptional customer experience.
Develop and Implement CRM Strategy:~ Craft a comprehensive CRM strategy that aligns with the company's overall business goals. This includes defining customer segmentation, setting performance metrics, and establishing processes / initiatives to enhance customer satisfaction and loyalty.
This involves creating personalised customer experiences, managing customer outreach programs, and leveraging data analytics to understand customer needs and preferences.
Monitor and Analyse Customer Data:
~ Lead efforts to collect, analyse, and act on customer data. Use insights gained from data analysis to inform strategic decisions, identify trends, and uncover opportunities for improving customer satisfaction and retention.
This includes regular communication, understanding their business needs, and ensuring that their expectations are constantly met or exceeded.
Measure and Report on CRM Performance:
~ Establish key performance indicators (KPIs) for CRM activities and regularly report on these metrics to senior leadership. Use performance data to refine strategies, demonstrate ROI, and make informed decisions to drive continuous improvement in customer relationship management.
Market and Competitive Analysis :
~ Regularly analyse market trends, client behaviour, and competitive dynamics to identify new business opportunities and potential threats. Use this intelligence to inform strategic decisions, tailor client offerings, and position the company competitively within the market.
They will have robust experience in both relationship and commercial management . Deep experience working within in a fast moving, technology service-led commercial environment
highly analytical, with a proven ability to interpret a set of figures and create a key account/action plan to optimize growth
Experience of supporting customer facing software enhancements and / or new product /service launches
