Customer Service Director

1 month ago

WestonsuperMare, United Kingdom AFL Full time

Job Details

Description

The Customer Service Director is responsible for leading, managing and optimising the Customer Service and Inside Sales functions across the international EMEA markets.

Customer Service ensures the seamless execution of our business through the following functions:

Customer Service Team lead by Customer Service Manager, consisting of inside sales coordinators and customer project coordinators. Program Managers ensuring coordination and execution of complex and high-value data center projects for hyperscale customers. S&OP Manager owning and implementing an end-to-end S&OP process in strong collaboration with Sales, Operations and Supply Chain.

Inside Sales Strategy & Management

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

Team Leadership & Development

Build, lead, and mentor a high-performing inside sales team, fostering a results-driven and customer-focused culture.

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 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. Ensure that the implemented pricing (i) reflects regional and market differences, (ii) is tailored to the different players/levels of the ecosystems, (iii) and maintains profitability across various international markets.

Program and Project Management

Oversee the planning and execution of large and complex hyperscale customer projects to meet and exceed SLAs. Implement long-term and short-term forecasting to ensure reliable inventory, capacity and resource planning.

Process Improvement & Technology Utilization

Leverage CRM (Salesforce) and ERP (Oracle) to streamline the sales process, enhance customer interactions, and improve lead management.

Regional Market Intelligence

Analyse and adapt sales strategies to meet the needs of various regional markets, considering local regulations, cultural differences, and market dynamics. Maintain awareness of regional market trends, competitor activities, and customer needs to adapt the sales approach and stay ahead of the competition.

Preferred qualifications & experience

- Masters in business administration (MBA) or technical degree

- 5+ years customer service and/or sales experience in international B2B markets

- 5+ years leadership experience in managing inside sales teams

- Experience in European/international market environments

- Industry professional with strong customer focus and implementation strength

- Proven track of record in managing/owning/contributing to S&OP processes in international manufacturing organization

- Optional (nice to have)

o Experience with Salesforce and Oracle

o Industry experience in telecommunications markets or data centre industry or fibre optics industry

Role is based on MK office 3 days per week

Qualifications

Skills

Behaviors

:

Motivations

:

Education

Required

Masters or better in Business Administration.

Experience

Required

3 years:

Experience in European/international market environmentsIndustry professional with strong customer focus and implementation strength Proven track of record in managing/owning/contributing to S&OP processes in international manufacturing organization

5 years:

leadership experience in managing inside sales teams

5 years:

customer service and/or sales experience in international B2B markets

Licenses & Certifications

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