Head of Customer Service Infrastructure Development

The organisation

Leading global office product company

The position

To support the organisation, there is a need for a Head of Customer Service Infrastructure Development. He/she reports to the Director Customer Experience Europe.

This role is responsible for defining, implementing and owning the deployment of systems and processes across Europe within Customer Service, that support and deliver the customer service strategy. The Head of Customer Service Infrastructure Development owns the process and systems blueprint, including acting as EPO for the OTC (Order to Cash) process for Europe. 

Tasks & responsibilities

• Deployment of a powerful target operating model that both supports and delivers the customer service strategy
• Ensure the existence, understanding and application of common, documented business processes that dovetail with and get the best from our business systems and applications across Europe
• Lead the implementation of agreed plans for the deployment and optimisation of applications, systems and processes within the function, and govern the end to end OTC process from a customer point of view
• Lead the deployment of an effective operational infrastructure in line with the vision and strategy of an integrated multi channel solution, where web and data systems operate to optimise benefit to customers and internal efficiencies
• Ensure all operational processes and workflows are optimised, documented and continuous improvement and review are in place
• Define OTC (Order to Cash) Process Blueprint
• Work with the Blueprint team to complete the Process Map, End to End Process Documents, and STEP documents for OTC
• Lead the identification of systems and applications to drive a best practice operational model within EU customer service
• Design, deploy and support systems and process training across all operational units
• Act as systems and process coach to customer service functions across Europe
• Ensure compliance to local regulation and compliance requirements of each system/process deployment
• Support change management efforts related to the implementation of the operational blueprint
• Be the interface with IS for Customer Service related projects (e.g. telephony, SAP, web...)
• Act as CS lead for interfacing with process excellence team
• Project management lead within customer service for technology/systems implementation and deployment

Candidate profile

• Degree level education or relevant professional experience
• 8 - 10 years business experience, including minimum 2-3 years in project management. Operational experience in a contact centre environment is desirable
• An expert understanding of Customer Experience metrics, both quantitative and qualitative
• Experience of working with and managing external partners/suppliers
• Understanding of customer needs in a multichannel environment
• Understanding of cultural, national, and economic considerations in implementing multi national systems and processes
• In depth and up to date understanding of multi channel contact centre technology landscape, best practice and latest solutions

Skills

• Fluent English written and spoken and additional European language
• Excellent planning and organisational skills
• Commercial and customer focus
• First class verbal and written communication skills, including ability to successfully confront difficult issues and inspire others to embrace a vision or course of action
• Strong negotiation and influencing skills with a proven track record of achievement.
• Proven project management and leadership skills. High level of interpersonal and team building skills
• Ability to work under pressure and sense of urgency to work in a deadline driven environment
• Financial acumen and ability to understand, analyse, and interpret figures in order to develop a course of action with and from numerical input
• Excellent and engaging presentation skills with both internal and external audiences

Salary conditions

Excellent remuneration package

Interesting?

You can respond to this position by following the link below. For more information, please contact Barry Scheers at +31 (0)6 25 08 84 80.