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Head Of Customer Excellence - 12 Month FTC, Hatfield
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Client:
Location:
Hatfield, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
3
Posted:
23.05.2025
Expiry Date:
07.07.2025
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Job Description:
About us:
We, the Mitsubishi Electric Group, contribute to the realization of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better," as we continue to change and grow. Each of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow".
Role summary:
The Head of Customer Excellence is focused on leading initiatives to enhance customer relationships and drive sales of residential heat pumps and services.
This role involves developing and implementing customer loyalty programs, reimagining our service model, and promoting an on-demand subcontractor framework similar to an Uber-style platform for heat pump services, installation, and remedial works. Customer retention is central to our sales and marketing strategies, serving a diverse customer base including direct trading installers, distributors, service providers, consumers, house builders, and social housing providers.
You will create a self-serve software platform to measure and promote customer loyalty, aiming for a seamless customer experience that fosters loyalty through quality products and services. You will chair the Customer Excellence Strategic Group, which meets monthly to discuss key projects, with initiatives presented to the SMT for approval and updates. Each group will be chaired by an SMT member, involving relevant LES members.
Skills/Responsibilities:
* Achieve high customer satisfaction levels across all customer segments, using surveys, Net Promoter Scores, and feedback mechanisms.
* Increase retention rates by ensuring ongoing satisfaction with heat pump products and services.
* Strengthen customer loyalty through support, high-quality service, and proactive communication, leading to repeat business and recommendations.
* Drive sales growth by enhancing the customer experience during the purchasing process.
* Refine sales processes, provide tailored support, and equip sales teams with necessary tools and training.
* Develop targeted strategies for different customer segments to increase sales and market penetration.
* Offer complementary products and services to increase sales while maintaining customer value.
* Ensure a seamless experience from inquiry to after-sales service for all customer segments.
* Develop onboarding programs for installers, distributors, and house builders to ensure product understanding and optimal installation.
* Establish feedback mechanisms to gather insights for continuous improvement.
* Implement systems for automating order processing, customer service workflows, and communication.
* Grow service-related revenue through upselling maintenance, warranties, and service contracts.
* Maintain high service quality standards, with clear communication and quick response times.
* Increase renewal rates of service and maintenance contracts through excellent customer engagement.
* Implement proactive maintenance programs to reduce service calls and improve product performance.
Experience:
* Minimum 5-7 years in customer service or operations within B2C, HVAC, energy, or residential construction sectors.
* Experience managing customer experience or excellence programs, preferably in residential or energy-efficient markets.
* Experience with heat pump systems, renewable energy, or smart home tech is advantageous.
* Proven leadership in managing customer service or operations teams, focusing on performance and innovation.
* Experience with projects that improve customer experience or operational efficiency.
* Skills in designing and analyzing customer satisfaction surveys and feedback.
* Ability to work cross-functionally with sales teams to align customer needs with business goals.
* Bachelor’s degree in Business, Marketing, Engineering, or related; Master’s preferred.
* Certifications such as CCEP, Six Sigma, PMP are beneficial.
* Technical HVAC or energy certifications are advantageous.
* Training in sustainability and energy-efficient systems is a plus.
Benefits:
* Generous annual leave, starting at 25 days plus bank holidays, increasing with service.
* Flexible working options, including remote and hybrid arrangements.
* Pension, Life Assurance, Private Medical and Dental Insurance, Cash Plan.
* Access to discount platforms, referral schemes, holiday buy, long service awards, cycle schemes.
* Social and sports clubs, Employee Assistance Programme, and additional support services.
Equality and Diversity:
We are committed to an inclusive, diverse workplace where everyone is valued, respected, and supported. Applications from all backgrounds are welcome. Employment decisions are based on qualifications, merit, and business needs.
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