Customer Success Senior Manager (BNL & Nordics)

About us

At Dyson we solve the problems others choose to ignore with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive fast and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement inspire advocacy and turn every interaction into longterm connection. Guided by our principles - effortless experiences global consistency personalisation and relentless improvement - we ensure every customers journey with Dyson is exceptional.

About the role

We are seeking a strategic and relationship-drivenCustomer Success - Senior Managerto serve as the partner between the Customer function and the Managing Director (MD) of a BNL and Nordics. This role is pivotal in ensuring that the customer function and the market achieve their business objectives while also collaborating closely with our customer teamsto deliver seamless support and operational excellence.

Key Responsibilities:

Executive Relationship Management

• Serve as the trusted advisor to the MD understanding their strategic goals and aligning our services to support those outcomes.

• Facilitate regular executive-level reviews performance updates and strategic planning sessions to deliver to Market the Customer ambitions.

• Proactively identify opportunities to add value and drive business impact for the market and the customer function.

Customer Success Strategy

• Develop and execute tailored customer focused success plans for the MD ensuring alignment with country-level KPIs and business priorities.

• Monitor and report on success metrics adoption rates and satisfaction levels.

• Anticipate risks and implement mitigation strategies to ensure continued success.

Internal Partnership & Coordination

• Act as the bridge between the MD and the Customer team ensuring clear communication and alignment.

• Collaborate with the customer service team to resolve escalations improve service delivery and implement feedback loops.

• Advocate for the MDs needs internally influencing product operations and support teams.

• Deploy special projects and initiatives that will align to customer function strategy and promises.
  

Operational Excellence

• Ensure timely and high-quality execution of services and support.

• Drive continuous improvement initiatives based on feedback and service performance data.

• Maintain detailed documentation of interactions plans and outcomes.

Drive Strategic Alignment with the MD

• Understand the country-level goals and ensure all services and support align with those objectives.

• Ensure the market sees measurable value from the partnership.

• Build a strong trusted relationship with the MD based on transparency reliability and results.

• Position the Customer Success Manager as a strategic advisor not just a service liaison.

Ensure Service Excellence through Internal Collaboration

• Act as the voice of the MD and market within the customer function organization ensuring alignment with expectations.

• Facilitate smooth coordination between the market and the team to resolve issues quickly and effectively.

• Monitor service KPIs and drive continuous improvement initiatives.

Proactively Manage Risk and Opportunities

• Identify potential risks to satisfaction adoption or performance early and implement mitigation strategies.

• Surface opportunities for innovation efficiency or added value based on feedback and market trends.

Champion Customer Advocacy and Feedback

• Gather and synthesize feedback from the market to inform product process or service improvements.

• Advocate internally for changes that will enhance the MDs experience and outcomes.

This role is instrumental to delivering success for Dyson. The Customer function is at a pivotal point in its transformation to deliver to our Customers.

About you

• Market experience / knowledge

• Customer or Repair background

• Collaborative and communicative

• Problem solver

• Can translate strategy into action driving projects and plans to ensure completion and succession

• Stakeholder management able to operate across leadership teams and functions

• Passionate about transforming Customer experience across Dyson

• Knowledge of Distributors for fast growing markets is advantageous

Benefits

At Dyson Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial Lifestyle and Health Benefits we provide support tailored to every stage of life and the moments that matter most.

Working policy

At Dyson our vibrant campus culture is built on in-person collaboration creativity and shared learning. Working side by side not only fuels our innovation but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment we do not offer a regular hybrid working arrangement.

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Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.