Global Customer Director

Want to be part of something bigger? If you’re ambitious, love the new, then we’re just for you. We service more than 70% of the top 100 global manufacturers. We're on a mission to be the most loved component buying experience that's ever existed. Want to join our mission? Who Are Accu? Watch our intro video to see why this is the company you want to join.

We're the new kind of component company. We’re here for the engineers, the innovators, the designers and the pioneers who are driving change. We blend cutting-edge technology with passionate people to deliver an award-winning experience to customers all over the globe. Forget the old way of buying components. Choose Accu and get Building Tomorrow. We have an "Excellent" Trust Pilot rating and an overall "5 Star" rating on Google.

We truly are nuts about offering the best experience to all our customers.

This is a permanent leadership role at the heart of Accu's customer-facing business, at a time when Accu is expanding globally and stepping up our B2B customer experience is a key strategic priority. The primary responsibility is to lead and develop our customer facing teams, which together handle all enquiries, manage customer experience across our e-commerce business and deliver offline and custom sales to our higher value B2B accounts.

The right candidate will focus on deepening our key account relationships and using proactive account management to turn satisfied customers into long-term, high value partnerships. We will need to blend the use of AI and Human agents to deliver the best possible experience for our customers - combining the speed and vast knowledge base of AI agents and personal, high quality, empathetic interactions of humans.

You will be the voice of the customer in board and management meetings, combining a strong understanding of customer needs with a commercial instinct for where the next opportunity lies. The role calls for a passion for globally-minded customer-centricity and the ability to influence cross functional teams to deliver outstanding results across every touchpoint, driving loyalty, retention, advocacy and growth.

• Direct management of the Head of Customer Solutions and Customer Satisfaction Managers. Indirect management of 25 specialists across the account management, engineering applications and customer satisfaction teams.
• Development and delivery of suitable KPIs across the teams to ensure customer teams are meeting our company-wide goals of revenue, profit and customer satisfaction growth.
• Reporting to the board and wider business on progress toward goals, requirements for further development and risks.
• Propose process improvements to all parts of the customer journey, with fully researched and best-in-market business plans to deliver high return on investment for systems and technology required to improve.

• Own the development of our B2B key accounts, building a proactive account management approach that grows revenue, share of wallet and retention across our most valuable customers.
• Identify and pursue opportunities for upselling, cross-selling and tailored solutions, working with the teams to turn customer understanding into commercial results.
• Develop our offering to B2B key accounts to continue disrupting the marketplace, using technology to simplify and improve the experience of buying components, in line with our vision of becoming the most loved shopping destination for engineers and innovators.
• Build and track clear growth targets for the account management and customer development functions, and coach the teams to deliver against them.
• Overseeing significant…