Location: Ringwood, UK
Reports To: Group Director of Sales&Marketing
Department: Smarter Buildings
Role Overview: The Operations Head is responsible for overseeing the seamless delivery of customer services while managing key operational functions, including installations, audits, invoice reporting, and revenue-generating projects. This role requires a combination of strategic planning and hands-on execution, ensuring smooth workflows, high customer satisfaction, and optimised business operations. Additionally, this role involves managing two staff members and ensuring team performance aligns with business objectives.
Key Responsibilities: 1. Operational Management & Installations Oversee and coordinate the end-to-end process of customer installations and audits, working closely with third-party suppliers and internal teams.
Ensure all operational aspects, from initial audit to post-installation checks, are executed efficiently and within set timelines.
Identify and address issues that arise during installations, escalating to senior management when necessary to mitigate risks.
Implement and refine workflows to improve operational efficiency and reduce errors.
Manage the quotation process for installations, ensuring accuracy and timely delivery to customers.
2. Customer Success & Relationship Management Lead the onboarding process for new customers, ensuring seamless integration with the company platforms and services.
Serve as the primary point of contact for customer queries, troubleshooting technical and operational issues proactively.
Gather and analyse customer feedback to drive continuous improvements in service delivery and platform functionality.
Foster strong relationships with customers to ensure high satisfaction, retention, and potential upselling opportunities.
3. Revenue-Generating Projects Oversee and drive revenue-generating projects, ensuring they align with business goals and deliver measurable financial impact.
Identify new opportunities to optimise operational workflows for increased profitability.
4. Data & Performance Monitoring Ensure all customer devices are functioning properly on the company platform, flagging and resolving any technical faults.
Collect, analyse, and report on tenant utility readings and other key metrics, ensuring accurate and timely distribution to stakeholders.
Track key performance indicators (KPIs) to measure operational efficiency and customer success outcomes.
5. Team & Process Management Manage a team of two staff members, ensuring they are effectively trained, supported, and aligned with business objectives.
Collaborate cross-functionally with internal teams, including sales, technical support, and finance, to ensure smooth operations.
Oversee and improve sales tracking, reporting, and invoicing processes to minimise billing discrepancies.
Manage interdepartmental coordination to ensure sales, installations, and customer service align with business objectives.
Work closely with the finance team to compile and produce accurate monthly invoicing reports.
Ensure all billing data is correctly recorded, minimising errors and discrepancies.
Manage the quotation process, ensuring accurate and competitive pricing for customers.
Identify and correct customer misbilling issues and escalate any financial risks to senior management.
Support the implementation of automated invoicing solutions to enhance accuracy and efficiency.
7. Continuous Improvement & Strategy Support the ongoing development and enhancement of company platforms through customer feedback and market analysis.
Identify opportunities for process optimisation and automation to enhance operational efficiency.
Provide strategic insights to senior management regarding customer trends, operational challenges, and potential improvements.
Key Skills & Qualifications: Bachelor’s degree in business management or related field (preferred).
Strong background in customer success, operations, and workflow optimisation.
Experience managing installations, audits, and operational workflows.
Experience in financial reporting, invoicing processes, and managing quotations.
Strong leadership skills with experience managing a team.
Ability to manage and drive revenue-generating projects.
Excellent problem-solving skills with the ability to troubleshoot and resolve technical and operational issues.
Proficiency in data analysis and reporting tools.
Exceptional communication skills for both internal and external stakeholders.
#J-18808-Ljbffr