Location: RDM Head Office, Glasgow, UK (Global remit – frequent travel between UK and USA)
Reports to: Group CEO
Purpose of the Role
The Director of Global Customer Solutions will be a cornerstone of Resource Data Management’s long‑term growth journey, helping to shape how the business builds and sustains world‑class customer partnerships. Reporting directly to the Group CEO, this role carries a 50/50 focus across the UK and US markets and is pivotal in driving RDM’s growth and scale objectives over the next 10 years. The Director will focus on identifying, developing, and managing strategic relationships with customers exceeding £500k in the UK and $1M in the US, ensuring they receive tailored solutions that position them for lasting success.
Key Responsibilities
Strategic Market and Customer Development
* Lead the development and execution of a targeted customer acquisition plan focused on high‑value UK (£500k+) and US ($1M+) customers.
* Build a deep understanding of each target’s culture, vision, and values to ensure RDM solutions align with their purpose and growth goals.
* Focus on quality over quantity, developing a select number of high‑impact, high‑value partnerships that deliver long‑term mutual success.
* Collaborate with regional leaders to ensure RDM’s UK and US growth plans are culturally and strategically aligned.
Customer Solutions & Growth
* Serve as the executive sponsor for RDM’s global strategic accounts, ensuring alignment between customer needs and RDM’s technological and operational capabilities.
* Partner with Customer Success Managers to co‑create long‑term success roadmaps, focusing on adoption, innovation, and measurable business value.
* Act as the ultimate escalation point and relationship owner for strategic customers, ensuring confidence and trust in RDM’s global delivery.
* Translate customer insights into actionable recommendations for RDM’s product and service innovation.
* Deliver profitable growth through multi‑year, partnership‑based agreements.
* Work with Finance to ensure forecast accuracy, pricing integrity, and sustainable margin performance.
* Negotiate major customer contracts with a focus on balance between growth and long‑term service delivery.
* Contribute to RDM’s strategic forecasting and growth planning, supporting the company’s 10‑year scale‑up roadmap.
Cross‑Functional Collaboration
* Champion collaboration across Sales, Engineering, Operations, Quality, and Product, ensuring customer outcomes guide internal priorities.
* Facilitate customer immersion sessions to help teams understand customers’ business models, goals, and operational challenges.
* Ensure customer feedback influences product development, service design, and innovation pipelines.
Organisational & Cultural Leadership
* Lead through influence and example, demonstrating how to build authentic, lasting relationships both externally and internally.
* Coach and inspire Customer Success Managers and cross‑functional peers to adopt a consultative, customer‑first mindset.
* Help shape RDM’s organisational culture as it scales globally — embedding empathy, transparency, and trust into the company fabric.
* Represent RDM as a thought leader in strategic partnerships and customer engagement across the HVAC, refrigeration, and technology sectors.
Experience & Skills Required
* Proven experience in developing large‑scale strategic customer relationships (£500k+/ $1M+) within HVAC, refrigeration, or technology‑led industries.
* Strong commercial acumen with expertise in multi‑year agreement structures and long‑term customer growth planning.
* Demonstrated ability to lead without direct authority, influencing teams and peers through presence, integrity, and collaboration.
* Experience operating in both UK and US markets, with sensitivity to regional business cultures and customer expectations.
* Excellent communication, negotiation, and relationship management skills.
* Deep belief in customer success as a shared journey, not a transactional process.
Key Measures of Success
* Growth in high‑value UK and US accounts (revenue, retention, and expansion).
* Increased number and quality of multi‑year strategic partnerships.
* Demonstrable improvement in customer satisfaction, loyalty, and advocacy.
* Tangible contribution to RDM’s 10‑year growth and scale plan.
o Visible influence on internal collaboration and the embedding of a customer‑first culture.
Salary and Benefits
o Salary circa £70‑80k plus 30% bonus potential (subject to experience and qualifications).
o Annual On‑Target Commission (OTC) bonus, based on achieving minimum sales targets. Calculated at year‑end and paid in arrears on 15th February of the following year. Targets set approximately two months prior to each year and approved by the Board.
o Company electric car – vehicle qualifies for zero CO2 emission band, resulting in lower personal tax liabilities.
o IT equipment provided: laptop, mobile phone, and VoIP phone.
o Business expenses – company credit card with limit set by company. Claims submitted monthly, supported with VAT receipts in line with company expense policy.
o Holidays of 30 days including statutory holidays (pro rata).
o Optional private healthcare available after successful completion of probationary period.
o Company pension scheme.
o Death in service insurance cover at 3× salary.
o Company employee benefits scheme.
Resource Data Management is an equal opportunities employer. We are committed to diversity and inclusion and prohibit discrimination and harassment of any kind based on all protected characteristics as outlined by law, and in best practice. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any protected characteristics. We encourage all qualified individuals to apply.
Seniority level
Director
Employment type
Full‑time
Industries
Appliances, Electrical, and Electronics Manufacturing
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