Vice President - London, United Kingdom - Metzger Search & Selection Ltd

Metzger Search & Selection Ltd
Metzger Search & Selection Ltd
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Role Title:
Vice President - Customer Experience
Exceptional salary and structured benefits package

Location:
UK based with flexibility to travel internationally
Our client is a global leader in the wholesale distribution market.

They are looking to recruit a "world class" Vice President - Customer Experience, who will create an outstanding international customer experience function in a demanding and faced paced environment.

The business is on an exponential growth curve and the delivery of exceptional support services is essential to underpin its fast-growing global customer base.

Reporting to the UK Managing Director in this newly created role, you will significantly impact, develop and implement our client's strategic plan which will include: scaling up the support teams, launching new support channels, producing professional-qualitysupport materials and rolling out new measures, processes, and operational tools.


Responsibilities include:

  • Setting a vision for delivering service excellence to drive customer retention and advocacy across all interaction methods
  • Becoming the internal "voice" of our client's customers to proactively drive outcomes, meeting the evolving needs of their customers globally
  • Being responsible for establishing best practice measures for monitoring and building an operating model with tools, processes and people to drive a scalable customer experience with measurable KPIs
  • Implementing a CRM and ERP system from strategy to execution and end user experience
  • Managing and collaborating at all levels within the organisation including C-Suite, to implement best practice in customer success and drive existing business
  • Mitigating financial risk through the introduction and implementation of improvements
  • Initiating "deep diving" to establish route cause, create resolution and implement business process changes
  • Fostering a customercentric culture in all teams across the company
  • Leading by example by responding to highimpact customer escalations in a way that drives customer loyalty, including strong abilities to listen and speak clearly to customers
  • Establishing bestpractice measures for monitoring the performance of the Customer Experience Team with regular progress reporting to senior management
  • Leading, motivating and coaching our client's global team of customerfacing support staff
  • Broadbased business and technology professional with 15+ years of experience leading large teams in highgrowth organisations, delivering customer experience and technology solutions, where customer experience teams support high volume order pull through
  • Proven track record of achieving a positive impact on a company's growth trajectory
  • Has influenced the adoption of a customercentric culture broadly across a business
  • Demonstrable experience in leading multicountry teams towards high performance and motivation
  • Proven ability to establish operational processes including CRM and ERP systems and drive continuous improvements
  • Excellent communication and presentation skills and the gravitas to operate at all levels internally and externally
  • Has the intellectual "horsepower" to operate in a complex, dynamic environment at strategic and operational levels
We regret we cannot take telephone enquiries relating to this vacancy, due to the high level of responses expected.
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