Customer Services Director

Overview

SF Recruitment have partnered with a brilliant, growing business in Coventry, who are looking to recruit a Customer Services Director on a permanent, hybrid basis. This role has come up to to growth and recent successes within the business, and is a strategic role that will sit within the SLT.

Salary: up to £120,000 with £6k car allowance and up to 20% bonus

• Set the Customer Services (CS) strategy ensuring CS is a point of difference in the market
• Reviewing and improving CS processes and technology to continually improve productivity and scalability, without the need to hire more colleagues.
• Work closely with the Account Management Director and COO to address key customer issues and "pain-points".
• Own the "day to day" customer interaction and access points to the business.
• Lead and develop CS reporting and KPI tracking ensuring we know the key metrics that are important to our customers and reporting against these, balancing this with the required productivity.

• Strategic Leadership:
  Proven ability to lead CS operations and set strategic direction.
• Operational Management:
  Experience managing multi-channel customer interactions and meeting SLAs.
• Digital Transformation:
  Track record of implementing digital and data-driven improvements.
• Technical knowledge and development:
  Experience in or knowledge in the use of new technologies to deliver CS and process improvements including the use of AI.
• Budget & P&L Responsibility:
  Skilled in managing departmental budgets and cost optimisation.
• Change Management:
  Familiarity with agile, design thinking, and systems thinking.

• Customer-Centric Mindset:
  Acts as the "Voice of the Customer" to drive improvements.
• Analytical
  
  Skills:
  
  Uses KPIs (NPS, CSAT) and data to enhance performance.
• Leadership & People Management:
  Ability to motivate and develop large teams.
• Communication & Influence:
  Strong stakeholder negotiation and presentation skills.
• Commercial Awareness:
  Understands impact of customer service on revenue and retention.
• Familiarity with emerging technologies: AI chatbots, CRM systems, omnichannel platforms