Head of Client Experience

6 months ago

Kemble, United Kingdom FleetCheck Full time

**About FleetCheck**

At FleetCheck we believe that everyone has the right to be safe on the roads and we are all about making a difference to road safety. Our business was created to improve the safety of drivers and vehicles by providing the tools and support that promote professional fleet management.

Our business is all about helping others, focused on a common good and we get there through consideration and respect for each other. Our clients trust us to deliver excellence. They trust us because they experience outstanding software and people who are dependable and prepared to go that extra mile when it is needed. We are working towards a time when all those responsible for managing fleets are doing so in a safe and compliant way. Our part in achieving this is to provide intuitive an effective software solution.

We are a growing business built on people who are open to new opportunities and experiences, ready to learn new things and help drive our business forward. The enthusiasm, honesty, and openness here is infectious and it helps us to be determined to find solutions, helping our clients, and improving our products. We work with businesses and organisations as a trusted partner. We all win when we work closely together to deliver excellence and make a difference. Together we can develop ever more effective solutions, improving road safety for everyone.

Excellent customer experience is our goal, and we need people who will do what they say, deliver on their promises, look for ways to surprise, people who under promise and over deliver. If you are looking for a sense of togetherness, mutual respect and loyalty, and will work hard as part of a community to foster a deep collaborative approach, then this is the place for you.

FleetCheck - fleet management software you can trust.

**General Overview**

The Head of Client Experience role requires a special person - someone eager to develop existing processes and who has impeccable client and industry knowledge; someone who can be both an inspiring leader and yet happy to roll their sleeves up and pitch in; someone who can be relentless in supporting the ambitious business goals.

Immersed in the business, its products, and people this role will create client experience strategies that underpin the ambitious business targets. There is an amazing and dedicated team that work across our client activities, this new role is aimed at supporting them and ensuring that we deliver on client expectations.

This person needs to be comfortable building strategy to underpin wider business strategies and, crucially, embodies and promotes the FleetCheck core values helping to make them live through all client activities.

**Responsibilities**
- Drive a "client first approach.”
- Building a streamlined client experience strategy across all departments that support the goals of the business.
- Take overall ownership of strategic client relationships.
- Leading the core areas of the client experience function, including client training, implementation, 1st line support, 2nd line support and account management.

**Duties**
- Leading the development and implementation of effective client experience strategies to drive engagement.
- Focusing on growing the uptake for products and services including cross sell and upsell paths.
- Reviewing and reporting on all areas of client activities.
- Collaborating with senior team members across all departments to uncover insights and create innovative client strategies.
- Promoting and embedding strong and inspirational leadership to the entire team by demonstrating the company’s values and championing the leadership behaviour framework.
- Routinely sharing strategies, progress, results, learnings, and relevant industry trends, with the broader team.

**Experience**
- Minimum 5 years’ experience in a client experience, services, or account management role - experience of Software as a Service (SaaS) or fleet management would be perfect.
- Minimum 3 years’ experience in a management role.
- Practical experience and knowledge of client experience strategies.
- Experience in leading your teams’ day-to-day duties and responsibilities, as well as project managing larger ad hoc projects.

**Skills**
- Fluent written and spoken English.
- The ability to develop strong relationships with cross departmental team members to enable collaboration, advice sharing, and directional leadership where required.
- The ability to use key software packages competently, including for example: Office 365 (Excel, Word, PowerPoint) and CRMs - in-depth knowledge of HubSpot would be ideal.
- Strategic thinking and problem-solving abilities with superior interpersonal and organisational skills.
- Positive and approachable with excellent communication, presentation and listening skills.
- Confident, flexible, adaptable with a growth mindset.
- Ability to make quick, rational decisions under pressure and be ready to be challenged when necessary.

**Re

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