Director of Customer Relationship Management

3 weeks ago

Manchester, United Kingdom Smart DCC Full time

About the Role

The Director of Customer Relationship Management will play a pivotal role in ensuring that Smart DCC delivers a high-quality service to its customers. This involves setting the operational strategic engagement with customers, ensuring that the right processes, people, and technology are in place to deliver an optimal operating model.

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.
  • Ensure that customer relationships are managed in accordance with standardized operations and support methods, leveraging ITIL Version 3 or later.
  • Oversee the development and implementation of customer engagement strategies, including communication, collaboration, and negotiation with customers and stakeholders.
  • Manage the operational relationships with customers, ensuring that their needs are met and exceeded.
  • Accountable for improving customer service experience, creating engaged customers, and facilitating growth in Smart DCC business and its customers.
  • Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision-making between Smart DCC's IT Service Providers and customers.
  • Management accountability for Operational Incentive regimes.

Requirements

  • Experience in strategic customer-centric roles in a technology, energy, or telecommunications company with exposure to competing business and customer priorities and agendas.
  • Experience in successfully managing functional budgets to a high level of accuracy and positive outturn.
  • Exceptional interpersonal, verbal, and written communication skills, with the ability to communicate with all levels of employees up to board level.
  • Experience in setting and delivering short- and long-term strategies aligned with business and customer agendas.
  • Ability to influence, negotiate, and persuade to solve customer and business problems effectively.
  • Experience of successfully delivering against key customer and business performance outcomes, showing year-on-year evidenced improvement.
  • Proven thought leadership, innovation, and behavioral management experience.
  • Extensive experience leading successful customer-facing or focused teams in a global environment.
  • Demonstrated experience in transforming teams through process improvement, performance management, realignment, and hiring to achieve higher performance levels.
  • Able to contribute and make decisions at a senior level and be comfortable being the 'go-to' expert in the field of service resilience and proactive operations.
  • Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem.
  • Demonstrated ability to lead and develop others, motivating and holding teams accountable for delivering results.

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