Head of Services

3 weeks ago

Crawley West Sussex, United Kingdom Institut Straumann AG Full time


Job Purpose
Straumann Group is a leading provider of Dental Implant, Orthodontics products & digital plat-forms. We are dedicated to revolutionising the B2B customer experience through innovative solutions and exceptional service. As part of our commitment to delivering unparalleled value to our clients, we are seeking a visionary leader to build and lead our next-generation services team and optimising our digital service offerings and platforms.
The Head of Services will play a pivotal role in shaping our customer experience strategy, dri-ving excellence in service delivery, and championing the voice of the customer. This role requi-res a dynamic and customer-centric leader with a passion for innovation, a deep understanding of B2B customer needs, and a track record of building high-performing teams. Additionally, this role will oversee data governance initiatives to ensure the integrity, security, and compliance of customer data.


Key Responsibilities:
1. Strategic Leadership
Develop and execute a comprehensive customer experience strategy aligned with the company's vision and objectives, leveraging digital technologies and best practices to enhance the B2B customer experience.
• Provide strategic direction and vision for our Services Department, aligning goals with organisational objectives.
• Lead a team of managers, providing guidance, coaching, and support to ensure the achievement of departmental targets.
• Collaborate with senior leadership to develop and implement policies and proce-dures that promote efficiency and effectiveness in streamlining our analogue ser-vices and introducing more efficient digital service delivery models.
• Develop and implement customer success programs to drive adoption, retention, and expansion among B2B clients, ensuring long-term value and satisfaction.


2. Team Management
Recruit, onboard, and lead a team of service professionals, fostering a culture of customer obsession, collaboration, and continuous improvement.
• Oversee a team of managers responsible for customer services, first-level support, and digital equipment field trainers.
• Set performance targets, coach, conduct regular performance evaluations, and pro-vide opportunities for professional development.

3. Customer Advocacy
Champion the voice of the customer within the organisation, leveraging customer insights and feedback to drive product enhancements, process improvements, and service innova-tions.
• Ensure the delivery of high-quality customer service & customer technical support training & installation through effective management of the services team.
• Monitor customer feedback and satisfaction metrics, identifying areas for im-provement and implementing strategies to enhance the customer experience.
• Collaborate with cross-functional teams to address complex customer issues and improve service delivery processes.

4. Digital Transformation
Drive digital transformation initiatives across the customer services function, implementing innovative technologies and solutions to streamline workflows, automate processes, and enhance self-service capabilities.


5. Data Governance
Oversee data governance initiatives to ensure the integrity, security, and compliance of customer data, establishing policies, procedures, and controls to mitigate risks and ensure regulatory compliance


6. Cross Functional Collaboration
Collaborate closely with sales, marketing, product development, and IT teams to ensure a-lignment of customer experience initiatives with business goals and objectives.

Qualifications:
• Bachelor’s degree in computer science, Information Technology, Business Administra-tion or a related field. MBA preferable.
• Progressive experience in B2B customer service management, with a track record of building and leading high-performing teams.
• Deep understanding of B2B customer needs, market dynamics, and emerging trends in customer service and experience.
• Proven experience driving digital transformation initiatives, leveraging technologies such as CRM systems, AI, chatbots, and analytics platforms.
• Strong leadership and communication skills, with the ability to inspire and motivate teams to achieve excellence.
• Strategic thinker with the ability to translate customer insights into actionable strate-gies and initiatives.
• Knowledge of data governance principles and practices, with experience implementing data governance frameworks and controls.
• Customer-centric mindset, with a passion for delivering exceptional service and driving customer loyalty.

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