Director of Customer Relationship Management

3 months ago

Manchester, United Kingdom Smart DCC Full time

The role

Director of Customer Relationship Management

Manchester, London or Nottingham

Competitive Salary plus benefits

DCC currently has an operational capability that is delivered in partnership with its IT service providers across three main offices based in London, Manchester and Ruddington. This role is pivotal in ensuring that as a service integrator, DCC and its service providers deliver a high quality of service to its customers.

Providing exceptional vision and leadership, the Director of Customer Relationship Management will have extensive experience across service management for setting the Operational strategic engagement with the DCC Customers , ensuring that the right processes, people and technology are in place to ensure a service that delivers an optimal operating model.

As Director of Customer Relationship Management, you will be responsible for ensuring our Customer’s receive a high quality of service. You will act as a senior escalation point for all service issues and be accountable for all monthly and quarterly service reports.

You will operate and be accountable for developing and driving the strategic vision for the Operational teams Customer relationships as well as looking forward to developing solutions that will be additive to the Customer relationship. This role will enable the DCC to manage its Operational customers relationships more effectively, to meet or exceed their expectations and to maintain the customer experience targets within and across services.

What will you be doing?

Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting. Manage the Customer Relationship Management function including people development and management, financial management and business planning, partner, and vendor management. Ensure Customer Relationship Management follows standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Core Services Directors to ensure process alignment is in place The Director of Customer Relationship Management will have the overall ownership for all operational relationships with the DCC Customers. Accountable for improving our customer service experience, creating engaged customers and facilitating growth in DCC business and its customers. Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision making between our IT Service Providers in support of the Customers, Service Management, and its Service Delivery Management function. Management accountability for Operational Incentive regimes.

What are we looking for?

Experience in strategic Customer Centric roles in a technology, energy, or telecommunications company with exposure to the challenges of competing business and customer priorities and agenda’s Experience in successfully managing functional budget to a high level of accuracy and positive outturn. Exceptional interpersonal, verbal/written communication and proven ability to communicate with all levels of employees up to board level Experience in setting and delivering short- and long-term strategy aligned with business and customer agenda’s Ability to Influence, negotiate and persuade to solve customer and business problems effectively Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement Proven thought leadership, innovation, and behavioural management experience Extensive experience leading successful customer facing or focussed teams in a global environment (an advantage) Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels Able to contribute and make decisions at a senior level and be comfortable being the ‘go-to’ expert in the field of service resilience and proactive operations. Equally as able to operate at a strategic level with customers, partners and executives and having detailed design discussions with technology specialists. Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem Demonstrated ability to lead and develop others. Motivates and holds team accountable for delivering results

About the DCC:

At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

Company benefits:

The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

If there are any questions you’d like to ask before applying, please contact Charlotte Thompson or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.

Join the DCC and discover the power of you.

What to do now

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, please contact

As a Disability Confident member, DCC is committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, need a copy of this job advert in an alternative format, or have any other questions you’d like to ask before applying, please contact

Capita Opportunity Statement:

The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.

Smart together

Our values and behaviours

Make a difference

We believe in our purpose. Together, we work as one team, always looking for ways to improve and support DCC’s role in a low-carbon future.

Act with integrity

We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn’t feel right, we speak up.

Be accountable

You can depend on our word. We’re clear about our roles and we take the initiative, while respecting the processes we have in place.

Rewards & Benefits

Get perks that work

Personal Development

Our training and development opportunities help you be your best self – from regular 1-2-1s all the way up to professional qualifications.

Group income protection

Provides a continuous income if you're unable to work due to illness or injury for more than 26 weeks.

Pension Plans

Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.

Flexible Holidays

Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.

Cycle to Work Scheme

We’re big on keeping things green. If you want to cycle to work, we'll loan you the gear through salary sacrifice to make it tax-efficient.

Flexible working

As we all transition to a new normal, we can help you find the hybrid working pattern that suits you and your team best. 

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