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Head of Customer Success

4 months ago

Bristol, United Kingdom Etex Group Full time

About the roleAt Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead?

Within our largest division, Etex Building Performance, we are looking for a new teammate to join us as our Head of Customer Service Value Creation where you will play a pivotal role in leading the transformation and development of our customer service teams globally. In this role, you will be responsible for building the strategy to further improve our customer service offering for the division to maximise the potential of the services we can offer to our customers across the globe.

**About the role**

At Etex, our purpose is to inspire new ways of living. We are an international leader in sustainable construction, driven by a passion for excellence, but it's our people that are our top priority. We connect, collaborate, and champion the well-being of our employees, forming partnerships and pioneering change in our ever-evolving industry.

At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead?

Within our largest division, Etex Building Performance, we are looking for a new teammate to join us as our Head of Customer Success where you will play a pivotal role in leading the transformation and development of our customer service teams globally. In this role, you will be responsible for building the strategy to further improve our customer service offering for the division to maximise the potential of the services we can offer to our customers across the globe.

**What You'll Do**
- Lead strategic transformation projects, transitioning from reactive to proactive Customer Service.
- Cultivate a service culture that positions us as the preferred and reliable partner, fostering increased customer loyalty, improved profitability, and heightened employee satisfaction.
- Establish efficient and harmonised Order-to-Cash (O2C) processes through continuous improvement.
- Boost customer satisfaction by simplifying and digitising the order experience, ensuring real-time complaint resolution, faster response times, minimised disputed invoices, and greater process transparency.
- Deliver a differentiated world-class Customer Service aligned with the value propositions of the EBP Division.

**What You'll Bring**
- Experience working in customer service environments, ideally for product focussed businesses
- Excellent Project Management skills
- Experience of leading transformation projects in a customer service environment with a particular focus on value creation and efficiency
- Experience influencing global stakeholders and driving change through others

**Why join us?**
- We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023
- Our culture - we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
- Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions
- We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination
- Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work