Strategic Customer Service Manager

3 weeks ago


Milton Keynes, Milton Keynes, United Kingdom AFL Telecommunications LLC Full time

The Director of Customer Service and Inside Sales is responsible for leading and managing the customer service and inside sales functions across international EMEA markets. The main goal is to ensure seamless business execution through the following key functions:

Customer Service Team

The Customer Service Team, led by the Customer Service Manager, consists of inside sales coordinators and customer project coordinators. Their primary responsibility is to coordinate and execute complex and high-value data center projects for hyperscale customers.

Inside Sales Strategy & Management

Develop and implement an EMEA inside sales strategy to drive revenue growth, ensuring alignment with corporate and regional goals. Identify new business opportunities through data analysis, customer interactions, and market research, focusing on upselling, cross-selling, and customer retention.

Customer Relationship Management

Maintain and strengthen relationships with key customers, acting as the main point of contact for escalations, negotiations, and high-level support. Use the CRM system (Salesforce) to track customer interactions, sales pipelines, and performance, ensuring data-driven decision-making.

Quotation and Pricing Management

Oversee the creation and approval of quotations for customers, ensuring they align with pricing strategies and margin requirements defined by Product Line Management. Program and Project Management: oversee the planning and execution of large and complex hyperscale customer projects to meet and exceed SLAs.

Regional Market Intelligence

Analyse and adapt sales strategies to meet the needs of various regional markets, considering local regulations, cultural differences, and market dynamics. Required skills and experience: Masters in business administration (MBA) or technical degree, 5+ years customer service and/or sales experience in international B2B markets, industry professional with strong customer focus and implementation strength, experience with Salesforce and Oracle, industry experience in telecommunications markets or data centre industry or fibre optics industry. This role is based in MK office, 3 days a week.



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