Regional CX Teamlead EMEA
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Job Location:
Greater London - UK
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
K2 Partnering Solutions is a global provider of unique end-to-end consultative solutions in the enterprise applications AI and cloud space.
The Regional CX Teamlead is responsible for overseeing the CX (Customer Experience and Operations) Department within a specific region in a hands-on capacity. You will lead a team to ensure the seamless execution of the deal lifecycle: From onboarding and contract management to billing commissions and renewal management. Your goal is to drive operational excellence mentor your team and act as the primary bridge between Regional Sales Leadership and Shared Services (Accounting Credit Control and Compliance).
Key Responsibilities
1. Regional Operational Excellence
Billing:
Accounts Receivable: Oversee manage and contribute to monthly Billing from timesheet/expenses collection and processing to creating invoices/credit notes for customers across the region.
Accounts Payable: Oversee manage and contribute processing of consultant invoices and payments.
Governance: Responsibility for correct setup of the Operations related fields in dealsheets (Salesforce).
Cross-departmental collaboration: Ensure regional adherence to SOA/STC/SOW standards. Work with Credit Control to minimise DSO (Days Sales Outstanding) by resolving billing issues at the source.
Process Optimisation: Contribute towards the continuous automation of the Billing process and collaborate with IT on enhancements for manual data entry or processing.
Reporting: Provide regional updates on SOW statuses pending POs and team KPIs
2. Engagement Success
Onboarding: Ownership for Consultant / Client Onboarding for new/renewal deals including document collection.
Renewal Management: Responsibility for the execution of a proactive renewal management process within the region to drive retention higher renewals and customer satisfaction
Process Optimisation: Oversee the improvement of the onboarding process to create a scalable repeatable process and high customer satisfaction
3. Leadership & People Management
Team Oversight: Lead mentor and develop a regional team of CX Associates. Conduct regular 1-on-1s and performance reviews.
Resource Allocation: Manage the distribution of consultant pools among the team to ensure balanced workloads and high service levels.
Training: Onboard new hires and provide ongoing training on Salesforce accuracy contract nuances and de-escalation techniques.
Skills and Requirements
Experience: 5 years in CX Operations Sales Operations or Customer Service with at least 12 years in a supervisory or Teamlead capacity.
Strategic Communication: Beyond professional communication you must be able to influence stakeholders deliver difficult feedback and lead regional meetings.
Advanced Commercial Acumen: Understanding of commercial contracts and trade-off management to guide the team towards the best outcomes for the business.
Conflict Resolution: Highly skilled in de-escalation not just with clients but in mediating internal departmental friction.
Systems Mastery: The ideal candidate has worked with Salesforce and SAP
Language Skills: Proficiency in English is required; any additional European language proficiency is highly preferred (French or Italian) to manage regional customer pools and local stakeholders.
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This job description is not designed to contain a comprehensive listing of activities duties or responsibilities that are required. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities at any time.
K2 Partnering Solutions is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race gender age color religion national origin marital status disability sexual orientation or any other protected factor.
Key Skills
- Sales Experience
- Nursing Home Experience
- Management Experience
- Profit & Loss
- Workers' Compensation Law
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Memory Care
- Public Speaking
- Supervising Experience
