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Head of Customer Experience
2 months ago
Head of Customer Experience
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
Crowcon Detection Instruments Ltd. is looking to recruit to the Operations department a Head of Customer Experience to contribute to delivering company growth goals. This is a local role reporting to the Operations Director.
Company: Crowcon Detection Instruments Ltd, 172 Brook Drive, Milton Park, Abingdon, Oxfordshire, OX14 4SD.
About Us
We have been designing and manufacturing life-saving products for 50 years, protecting people from toxic and flammable gases.
Crowcon Detection Instruments Ltd. is a wholly owned subsidiary of Halma plc. Halma’s (www.halma.com) purpose is growing a safer, cleaner, healthier future for everyone, every day. Halma is a market leader in specialist safety, health, and environmental technologies, a global group of businesses developing solutions that push the boundaries of science and technology. Headquartered in the UK, Halma is one of the top performing businesses in the FTSE 100 index with many years of record revenues and profits. The group has nearly 50 businesses operating through three sectors (Medical, Environmental & Analysis and Safety) in more than 20 countries and major operations in Europe, North and South America and Asia, supplying customers in 160 countries and employing more than 8,500 people worldwide.
Crowcon’s purpose is:
To create sensing solutions designed to save lives everyday.
Crowcon’s values are:
- Do the right thing
- Collaborate and support each other
- Always do your best
- Try new things
- Be yourself
What will you be doing?
As a senior member of the Ops Team, you will deliver an exceptional level of customer experience to all customers of the organisation from initial enquiry through delivery, after sales repair and service. The team is made up as follows:
- Operations Director
- Head of Customer Experience (Vacancy)
- Head of Supply Chain
- Head of Manufacturing
- Head of Quality
Location & Work Arrangement
The company head office is based just south of Oxford in Didcot, and we currently operate a hybrid working environment where on average you are in the office twice a week.
You will:
- Define the right organisational structure and responsibilities for all customer facing departments to deliver the companies objectives and proactively meet the customer’s needs.
- Continuously develop customer service procedures, policies and standards for the company and work with branch offices to ensure standard operating procedures are rolled out across the global operation.
- Own the Customer Relationship Management System (CRM) driving adoption across all sales and internal customer facing teams globally
- Continuously develop our internal ERP and CRM systems to maximise data and information to enable future growth through customer insight and procedural simplification.
- Work with sales and marketing to implement a customer insight program to define and execute appropriate customer engagement plans.
- Identify process and systems improvements to simplify customer interactions. Integrate digital technology to enable customers’ real time access to information through customer portals and web-based configurators.
- Develop a robust and appropriate customer experience measure to identify areas for improvement and receive customer feedback. Monitor and report performance to determine customer advocacy.
- Deliver our digital support strategy for new and existing products and services from pre to post sales.
- Regular interaction with the Crowcon Directors and senior managers to provide input into the company strategy representing the voice of the customer.
- Analyse opportunities and pipeline in CRM to enable forecasting and planning via the CRM system and lead the S&OP process.
- Work closely with our Channel customers, and our account managers, to ensure they get the correct level of support. Extend the Crowcon customer experience standards out to our channel partners to demonstrate best in class.
- Define the Customer Experience departmental vision and clearly articulate the key performance indicators and objectives for each department and each team member. Identify and manage performance.
- Manage and motivate all the customer facing teams to achieve targets and SLA’s. Identify development plans for individuals through coaching, training and e-learning.
- Implement improvements identified through the annual staff survey to ensure high levels of employee engagement and retention.
- Create departmental budgets, ongoing financial forecasts, and manage overheads to achieve ongoing business requirements.
Your skills & experience
- 5 Years Experience in Customer facing Management role in a B2B environment.
- Experience of Developing and implementing Business Management Systems successfully.
- Experience of developing CRM systems and customer advocacy metrics.
- Experience of customer journey mapping, improvement plan creation and delivery (change agent).
- Gravitas and personal credibility commensurate with a Senior Management position.
- Self-motivated, proactive, able to take responsibility for delivery if own and teams results.
- Able to influence others to achieve goals.
- Ability to handle complaints and difficult situations in a patient, calm and effective way.
- Thorough understanding of end-to-end sale process.
- Strong leadership skills, with the ability to build, manage and motivate teams.
- Experience of the gas detection industry (desirable).
About you
- You inspire with your passion and values
- You are culturally sensitive
- You are a collaborative team player
- You are straightforward and have no interest in politics
- You believe in developing future leaders in the business
- You are curious and disrupt the status quo
- You are a creative, strategic thinker, and able to translate strategies into delivering tangible results
- You turn complex problems into simple issues
Company benefits:
- Generous company pension (up to 10.5% matched on a sliding scale)
- Hybrid working
- Company shares
- Health cashplan (Medicash)
- Eyecare scheme (with Specsavers)
- Corporate life insurance
- 25 days holiday
- Your birthday off (after 1 year of service)
- 3 days holiday purchase
- 14 weeks paid maternity, paternity, adoption leave
- Cycle to work scheme
- Subsidised annual bus pass
- Annual train ticket payment scheme
- Employee assistance programme
- Learning and development opportunities
- Free parking and subsidised EV charging points
Equal Opportunity Statement
Don’t have every single listed skill/experience? Studies have shown that women and people from diverse backgrounds are less likely to apply for jobs unless they meet every single qualification. At Crowcon we are actively building and encouraging a diverse and inclusive workplace culture, so if you’re excited about this role as the next step of your career, but you don’t feel confident you have enough past experience to perfectly align with the job description, we encourage you to apply anyway. You may be just the right candidate for this or another role we may have.
