Customer Management Operations | Senior Manager

2 weeks ago


Birmingham, United Kingdom Reed Full time

After 15 years, Kate the current Head of Customer Services is moving on to a pastures new and is leaving behind a fantastic role within a super team which she has grew and moulded.
This role is working within a global manufacturing business with a superb reputation with aftersales and customer service.
You will become the Head of the Customer Service function which is a team of 20 based in Redditch which includes multi-functional teams with a customer service, admin and systems focus.
Salary = Circa £75,000 per annum plus 15% objective based bonus
Benefits = Hybrid working, competitive pension contribution, free parking, private healthcare based on job grading and many more benefits as expected from a global, corporate business
To be responsible for cross business unit, global customer support strategy. Develop and maintain external customer and channel partner relationships. Lead and resolve customer complaint and regional support related issues.
Provides input on customer support strategies in collaboration with business leadership targeting optimum growth.
Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.
Recognizes and coordinates the resolution of support related issues that may impact organizational and customer success.
Leads special projects that have cross regional implications.
Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.
Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc.
Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.
delegates work assignments considering employee skills and development needs.
Assist with the Development and execution of the Customer Support Strategy for the business
Manages a team of Customer Service Representatives and Supervisors and resolves most complex business problems for those on the team
Will have previous Customer Service Management and ideally Head of Department experience of a multi-function customer service department
Will ideally of managed a global customer service strategy
Has worked for a manufacturing or product focused business, rather than service business
Proven experience of prioritising and resolving channel development opportunities



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