Senior Director Support
3 weeks ago
Are you interested in the opportunity to build and develop a global support strategy?
Passionate about delivering exceptional customer service, and want to take the lead on implementing your own vision?
Ready to join a collaborative culture in a company committed to investing in your growth and development? Practical Information: Location: Wooburn Green/West London, England| Reports to : General Manager, Crayon UK| Visa Requirements: Valid UK working visa| Language Requirements: Professional English, written and verbal, other languages are an asset| Work Arrangement: Hybrid As our new Global Support Senior Director, you will have the chance to develop and implement a comprehensive support strategy globally that aligns with our company’s goals and customer needs. By ensuring high-quality customer service across all regions and channels, you will assume accountability for enhancing the overall customer experience . Additionally, you will get the opportunity to define and maintain the product roadmap for support tools , keeping them aligned with the evolving demands of both the business and our customers. Key responsibilities will include:
Collaborating with cross-functional teams to ensure alignment and execute support initiatives
Establishing and monitoring KPIs to measure support effectiveness and identify improvements
Conducting market and competitive analysis to stay ahead of industry trends
Overseeing the training and development of support staff to ensure exceptional service
Managing the global support budget to optimize resource use and maximize customer value
Your Competencies:
~10+ years of experience in product management , within a global support team supporting external corporate/enterprise customers
~ Experience leading teams and engaging with senior customer stakeholders
~ Demonstrated experience working with IT service providers
~ ITIL v4 qualifications
About You:
Strategic thinker with a proven ability to develop and execute plans
Effective leader with excellent team management, communication, and interpersonal abilities
Financial acumen with expertise in budget management
What's in it for you:
Uncapped annual leave (post probation)
Flexible working culture
Pension and life assurance
Private medical insurance
Full spectrum of wellness perks
UK Culture Committee – many events organized throughout the year
Apply to join an award-winning employer
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