Customer Service Manager

Domain

Job Family

Job Sub-Family

Purpose

The Customer Service Manager job is a strategic management role with responsibility for the delivery of all customer business as usual (BAU) activity. This role also forms part of the wider European Customer Service Team.

Primarily the role is to lead the Customer Service team to exceed internal & external expectations to deliver business and customer objectives (including KPIs & SLAs) and to drive & deliver the Customer Service strategy.

This is a customer facing role acting as the BAU interface between the customer and the business in order to successfully manage requirements & expectations.

This is also a commercial role with a requirement to develop customer relationships and support business growth targets & objectives through the Customer Service Team.

Key Missions

• Owns customer relationship management through regular customer engagement
• Establishes the contractual governance with the customer and ensure proper executive of the associated routine such as monthly steerco etc.
• Monitors customer service contractual KPIs and maintenance budget and drives associated action plans
• Identifies and raises alerts internally before customer escalation
• Ensures proper crisis management by defining driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Coordinates stakeholders for troubleshooting
• Organizes regular communication internally and externally (with the customers)
• Identifies service request opportunities. Supports the AM with initial testing and feasibility analysis.
• Identifies retention ideas to maintain customers satisfaction and secure contract renewal
• Handles moderately complex issues and problems and refers more complex issues to higher-level staff
• Possess solid working knowledge of subject matter
• Provides leadership coaching and mentoring to a subordinate group
• Performs work under general supervision

Profile & Other Information

• Ability to define and deliver strategic and commercially focused end to end customer account management services
• Ability to define and deliver world class customer service strategy
• Customer account management experience with knowledge of contracting pricing & account profitability
• Strong commercial/customer service management background
• Previous experience of managing a large team & team managers
• Evidenced commercial acumen / experience of managing budgets
• Effective communication skills are essential; comfortable dealing with senior level contacts
• Proven track record of self motivation and motivation of others
• Strong influencing and problem solving skills are essential as is willingness to take ownership
• Proven ability to understand customer requirements vs. operational capabilities and commercial considerations
• Creative and reasoned decision maker; proven ability to make effective & timely decisions often in pressurised situations
• Experience of managing multiple & complex processes
• Previous experience of defining and implementing KPIs and metrics as well as a focus on metrics as a business tool for delivering value both internally and externally
• Strong management reporting and analysis skills
• Excellent networking and collaboration skills
• Effective presentation skills
• Previous experience of managing complex service offers & delivering contractual SLAs
• Knowledge / experience of quality & continuous improvement systems tools & techniques
• Previous experience of Financial Services or manufacturing desirable
• Project delivery skills are desirable
• Experience of working in a global organisation is an advantage

Competencies