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Customer Success Director
2 months ago
The Head of Customer Success at Flogas Britain is a newly created and forward-looking position to develop and drive a customer-centric culture across the organisation, elevating customer experience as a strategic priority.
This key role requires a transformational mindset and strong business acumen across a variety of functions, as well as the ability to form strong relationships and influence key stakeholders.
Key Responsibilities- Develop and deliver the Customer Proposition for liquid fuels (Consumer & Cylinder)
- Identify areas of strength and those for improvement in the customer journey, and be a catalyst for change initiatives to drive excellence
- Work with external agencies and customer forums to ensure needs are fully understood to inform the development and delivery of initiatives
- Collaborate with internal and DCC plc customer experience communities to identify and bring best practice
- Develop market and competitor analysis, delivering insight to the organisation to support the delivery of the strategy
- Drive a collegiate and coordinated customer-centric mindset across the organisation
- Role model the values and behaviours of the organisation: safety, integrity, partnership and excellence and be a driver of cultural change
Development
- Work collaboratively with the Business and Commercial Teams to set direction, and achieve the overall purpose, vision and priorities of Flogas Britain.
- Strategy Development: Collaborate with senior stakeholders to develop and refine the customer experience transformation strategy, aligning it with the organisation's goals and objectives.
- Customer Journey Mapping: Spearhead the identification, mapping, and evaluation of customer journeys to gain insights into pain points, areas of improvement, and opportunities to enhance the overall customer experience.
- Transformation Planning: Develop comprehensive transformation plans, outlining clear goals, milestones, and actionable initiatives that drive customer-centricity across the organisation.
- Change Management: Working with the Change and Application Change Teams, champion the customer experience transformation initiative, driving awareness, engagement, and buy-in among stakeholders at all levels of the organisation. Implement change management strategies to ensure successful adoption of new processes and behaviours.
- Customer Feedback and Data: Implement mechanisms to capture customer feedback, leveraging customer data to continuously improve the customer experience. Monitor and report on key customer experience metrics and KPIs.
- Technology Enablement: Collaborate with IT and other relevant teams to identify and implement technology solutions that support the delivery of exceptional customer experiences.
Operational
- Cross-Functional Collaboration: Foster strong partnerships with stakeholders across departments, serving as a catalyst for collaboration and ensuring alignment towards delivering a seamless and consistent customer experience.
- Customer Messaging: Working with the Marketing and Internal Communications teams to develop and maintain customer messaging across all channels and customer types.
- Customer Insight: Work collaboratively with key stakeholders to share insight and respond to shifting customer demands.
Leadership
- Champion the Customer at Flogas Britain, role model customer centric behaviours and mindset
- Represent the interests of Flogas / DCC and support the delivery of low carbon business models in line with the objectives of the organisation.
- Provide strong, visionary guidance and direction – role model the Flogas competences and values
