Director of Customer Service
6 days ago
The role of Director of Customer Care is a senior leadership role holding strategic accountability for the global customer contact operation. The role will steer the development of infrastructure and leverage engagement centre resources to align our products with the preferences of customers and commercial sellers of BA Products
Accountabilities
- Develops and maintains enterprise architecture as it relates to (customer) data assets and the governance of customer data.
- Optimise contact centre operations while providing stewardship and assurance to include business continuity.
- Develop and maintain infrastructure to generate optimum revenue across multiple verticals including commercial sales, retail sales and staff travel.
- Make use of our assets, resources and business infrastructure to drive and lead strategic change. Influence the evolution of strategic priorities, identifying commercial growth opportunities and engendering a culture of innovation, operational and service excellence.
- Oversee the delivery of best-in-class customer service standards using insights and market trends to devise customer loyalty and resolution strategies. Collaborate with senior leaders to identify and deliver internal trading opportunities.
- Lead development and delivery of the global engagement centres business plan.
- Provide oversight and leadership in the production and delivery of operational departmental plans to include assessment of related performance.
- Direct the use of systems and technologies that generate demand led insights to drive decision-making across the customer journey and drive upward performance in key customer metrics to include CSAT, NPS and CLTV.
- Bring the BA brand to life through the customer journey.
- Deploy technologies, which positively impact customer retention, automate the measurement of customer experience and personalise customer care.
- Develop plans for decommissioning legacy systems while embedding and evolving the CRM solution.
- Act as a trusted people leader, guide and inspire the Global Engagement Centres creating a strong and empowered culture where colleagues can thrive as part of a diverse and inclusive team.
About you
- Previous experience of leading and managing contact centre operations.
- Proven experience of leading and developing people.
- Validated experience of creating and then effectively leading and delivering strategy & change/transformation at a senior level.
- Understands how to navigate a large organisation to achieve objectives at senior levels.
- Analytical ability.
- Programme/Project management experience desirable.
- Experience of successful Industrial relations.
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