Head of Customer Operations

1 day ago

Chertsey, United Kingdom Plum Personnel Full time

**HEAD OF CUSTOMER OPERATIONS**

**CHERTSEY**

**CIRCA £60K**
**About the role**

Our client is looking for a Head of Customer Operations to champion their customer’s journey. This role will see you be instrumental in the continued growth of this fantastic business.

Whilst this role is focused on management of operations, the incumbent will be working as part of an integrated team, managing and maximising effectiveness through customer operational delivery.

You will work strategically with the Head of Operations managing day to day activities and promoting a culture of continuous improvement and demonstrating proactive leadership across all teams.

You will oversee the customer liaison team ensuring resolutions and new developments within a global network and third-party providers are met and streamlined.

This is an exciting time in the company’s development as they look to further grow and advance their services offering and you will become a vital part of the wider team, supporting the strategic direction and planning for the future.

**Main responsibilities**:

- Initiate and develop relationships with clients working with both Sales & Service teams
- Support & maintain business plans as part of the operational roadmap & strategies
- Work with management in developing timely solutions for client requirements
- Support business reviews with clients as necessary
- Address customer issues/concerns in accurate and timely manner
- Provide business advice and consultancy to clients in an effective manner
- Maintain strong knowledge of company’s products, pricing and policies
- Identify future business development opportunities
- Maintain strong relationship with existing customers for business retention
- Support by managing day to day operations activity
- Liaising with 3rd party suppliers ensuring procurement/pricing best practice
- Management of customer pricing queries working with Finance & Credit Control
- Coordinating with Sales and Service teams
- Supporting Head of Operations with managing sales order processing and warehouse/logistics activity
- Manage and planning of PSI/Forecasting function
- Support in achieving and reporting monthly company P&L results working closely with Finance
- Previous experience working in a similar role with cross-functional in complex and fast-paced environments
- Experience/proficiency with Oracle and Microsoft office products as well as ServiceNow
- Confident communicator with strong relationship and stakeholder management experience and a natural ability to inspire and influence others
- Previous experience of managing a team and being target driven
- Proven experience and understanding of customer needs and meeting expectations
- Excellent organisation and communication skills with experience of dealing within a fast based environment
- Excellent planning and organisational skills - able to prioritise workload
- Enthusiastic and flexible approach
- Team player - to be able to work collaboratively and use own initiative
- Excellent planning, time management and organisational skills - able to prioritise workload and work effectively under pressure

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