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 Customers 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 agendas.
* 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 agendas.
* 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 focused 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.
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.
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 charlottef.thompson@peregrineresourcing.com.
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