Vice President

3 days ago

Manchester, United Kingdom Metzger Search & Selection Ltd Full time

Role Title: Vice President - Customer Experience
Exceptional salary and structured benefits package
Location: UK based with flexibility to travel internationally
Our client is a global leader in the wholesale distribution market. They are looking to recruit a "world class" Vice President - Customer Experience, who will create an outstanding international customer experience function in a demanding and faced paced environment.The business is on an exponential growth curve and the delivery of exceptional support services is essential to underpin its fast-growing global customer base.
Reporting to the UK Managing Director in this newly created role, you will significantly impact, develop and implement our client's strategic plan which will include: scaling up the support teams, launching new support channels, producing professional-qualitysupport materials and rolling out new measures, processes, and operational tools.
Responsibilities include:

- Setting a vision for delivering service excellence to drive customer retention and advocacy across all interaction methods
- Becoming the internal "voice" of our client's customers to proactively drive outcomes, meeting the evolving needs of their customers globally
- Being responsible for establishing best practice measures for monitoring and building an operating model with tools, processes and people to drive a scalable customer experience with measurable KPIs
- Implementing a CRM and ERP system from strategy to execution and end user experience
- Managing and collaborating at all levels within the organisation including C-Suite, to implement best practice in customer success and drive existing business
- Mitigating financial risk through the introduction and implementation of improvements
- Initiating "deep diving" to establish route cause, create resolution and implement business process changes
- Fostering a customer-centric culture in all teams across the company
- Leading by example by responding to high-impact customer escalations in a way that drives customer loyalty, including strong abilities to listen and speak clearly to customers
- Establishing best-practice measures for monitoring the performance of the Customer Experience Team with regular progress reporting to senior management
- Leading, motivating and coaching our client's global team of customer-facing support staff
- Broad-based business and technology professional with 15+ years of experience leading large teams in high-growth organisations, delivering customer experience and technology solutions, where customer experience teams support high volume order pull through
- Proven track record of achieving a positive impact on a company's growth trajectory
- Has influenced the adoption of a customer-centric culture broadly across a business
- Demonstrable experience in leading multi-country teams towards high performance and motivation
- Proven ability to establish operational processes including CRM and ERP systems and drive continuous improvements
- Excellent communication and presentation skills and the gravitas to operate at all levels internally and externally
- Has the intellectual "horsepower" to operate in a complex, dynamic environment at strategic and operational levels
We regret we cannot take telephone enquiries relating to this vacancy, due to the high level of responses expected.

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