Head of Customer Excellence

3 days ago

Caerphilly, United Kingdom DS Smith Full time

A brand-new, exciting Head of Customer Excellence position has become available in our Recycling part of the business. We are looking for an experienced leader with strong change management and transformation abilities to join our team and make your mark.

About the role

You would build, develop and execute a strategy to help drive profitable growth across the business. This role is a part of the Senior Management Team and expects a strategic approach and collaboration with all other functions to maximise opportunities in order to achieve business objectives.

You would provide leadership and direction to the team, creating a great working environment where everyone is able to bring their very best every day.
You would also be accountable for setting and delivering the business strategy to enhance and maximise profit and growth goals from the existing customer base, enabling the team to identify, manage and extract added opportunities within all commercial accounts and associated business services.
As part of commercial activities, you would proactively manage partners and stakeholders to improve existing relationships through in-depth understanding of customer needs and developing value propositions to meet those needs and avoid unwanted churn.

You would have a value-based and insights-led approach and you would utilise market intelligence to inform strategic approach whilst maintaining flexibility to respond to a changing dynamic.

You would ensure that the function has the direction, skills, capabilities and tools to develop deep relationship with its partners and stakeholders in order to achieve the strategic aims.

About you
- Proven track record in Account Management role
- Excellent leadership skills
- Remarkable relationship building abilities
- Effective communication skills on all levels, great presentation and negotiation skills- Ability to interpret data and financial information
- Good project management skills
- Strong focus on Health & Safety
- Good working knowledge of target sectors - desirable
- Demonstration of an excellent level of industry & legislation knowledge including across paper and plastics grades and treatment technologies - desirable

**Benefits**:

- Competitive salary
- Car allowance
- Bonus
- Pension scheme, life assurance and income protection
- 25 days’ holiday plus bank holidays
- Employee Assistance Programme
- Cycle to work scheme
- Sharesave scheme
- Corporate discounts

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