Director of Customer Relationship Management

2 weeks ago

Manchester, United Kingdom Smart DCC Full time
Director of Customer Relationship Management

Smart DCC is seeking a seasoned professional to lead our Customer Relationship Management function. As Director, you will be responsible for developing and driving the strategic vision for our operational teams' customer relationships.

Key Responsibilities:

  • Develop and implement a customer-centric strategy to drive business growth and customer satisfaction.
  • Lead the Customer Relationship Management function, including people development and management, financial management, and business planning.
  • Partner with IT service providers to ensure seamless service delivery and alignment with customer needs.
  • Ensure operational relationships with customers are managed effectively, with a focus on improving customer service experience and creating engaged customers.
  • Drive process improvement and performance management to achieve higher performance levels.
  • Contribute to senior-level decision-making and be the 'go-to' expert in service resilience and proactive operations.

Requirements:

  • Proven experience in setting and delivering short- and long-term strategy aligned with business and customer agendas.
  • Experience of successfully delivering against key customer and business performance outcomes, showing year-on-year evidenced improvement.
  • Thought leadership, innovation, and behavioural management experience.
  • Ability to work in a complex customer, supplier, and regulatory stakeholder ecosystem.

About Smart DCC:

As a Disability Confident member, Smart DCC is committed to ensuring an inclusive and accessible recruitment process.

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