Director of Customer Relationship Management
Location
Location: Manchester
Type
Type: PERMANENT
We are Smart DCC
Together we're building a greener tomorrow
Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale – and variety – and opportunities for the people who'll help us do it.
The role
Director of Customer Relationship Management
Manchester, London or Nottingham
Competitive Salary plus benefits
DCC currently has an operational capability that is delivered in partnership with its IT service providers across three main offices based in London, Manchester and Ruddington. This role is pivotal in ensuring that as a service integrator, DCC and its service providers deliver a high quality of service to its customers.
Providing exceptional vision and leadership, the Director of Customer Relationship Management will have extensive experience across service management for setting the Operational strategic engagement with the DCC Customers, ensuring that the right processes, people and technology are in place to ensure a service that delivers an optimal operating model.
As Director of Customer Relationship Management, you will be responsible for ensuring our Customer’s receive a high quality of service. You will act as a senior escalation point for all service issues and be accountable for all monthly and quarterly service reports.
You will operate and be accountable for developing and driving the strategic vision for the Operational teams' Customer relationships as well as looking forward to developing solutions that will be additive to the Customer relationship. This role will enable the DCC to manage its Operational customers' relationships more effectively, to meet or exceed their expectations and to maintain the customer experience targets within and across services.
What will you be doing?
* Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting. Manage the Customer Relationship Management function including people development and management, financial management and business planning, partner, and vendor management.
* Ensure Customer Relationship Management follows standardized operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Core Services Directors to ensure process alignment is in place.
* The Director of Customer Relationship Management will have the overall ownership for all operational relationships with the DCC Customers.
* Accountable for improving our customer service experience, creating engaged customers and facilitating growth in DCC business and its customers.
* Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision making between our IT Service Providers in support of the Customers, Service Management, and its Service Delivery Management function.
* Management accountability for Operational Incentive regimes.
What are we looking for?
* Experience in strategic Customer Centric roles in a technology, energy, or telecommunications company with exposure to the challenges of competing business and customer priorities and agendas.
* Experience in successfully managing functional budget to a high level of accuracy and positive outturn.
* Exceptional interpersonal, verbal/written communication and proven ability to communicate with all levels of employees up to board level.
* Experience in setting and delivering short- and long-term strategy aligned with business and customer agendas.
* Ability to influence, negotiate and persuade to solve customer and business problems effectively.
* Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement.
* Proven thought leadership, innovation, and behavioral management experience.
* Extensive experience leading successful customer-facing or focused teams in a global environment (an advantage).
* Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
* Able to contribute and make decisions at a senior level and be comfortable being the ‘go-to’ expert in the field of service resilience and proactive operations. Equally as able to operate at a strategic level with customers, partners and executives and having detailed design discussions with technology specialists.
* Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem.
* Demonstrated ability to lead and develop others. Motivates and holds team accountable for delivering results.
About the DCC:
At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.
Company benefits:
The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.
If there are any questions you’d like to ask before applying, please contact Charlotte Thompson or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.
Join the DCC and discover the power of you.
As a Disability Confident member, DCC is committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, need a copy of this job advert in an alternative format, or have any other questions you’d like to ask before applying, please contact charlottef.thompson@peregrineresourcing.com
Act with integrity
We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn’t feel right, we speak up.
Be accountable
You can depend on our word. We’re clear about our roles and we take the initiative, while respecting the processes we have in place.
Personal Development
Our training and development opportunities help you be your best self – from regular 1-2-1s all the way up to professional qualifications.
Group income protection
Provides a continuous income if you're unable to work due to illness or injury for more than 26 weeks.
Pension Plans
Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.
Flexible Holidays
Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.
Cycle to Work Scheme
We’re big on keeping things green. If you want to cycle to work, we'll loan you the gear through salary sacrifice to make it tax-efficient.
As we all transition to a new normal, we can help you find the hybrid working pattern that suits you and your team best.
Find and apply for a role
All vacancies are posted on our careers site on a page like this one, where you can apply online. You'll be asked to submit a short application form so we can find out more about you. Due to the high volume of applications, you'll only hear back from us if you've been successful.
Step 2
Chat with a recruiter
Once you pass the initial screening stage, one of our recruiters will be in touch to chat through the role and your experience. If all goes well, your application will be passed on to the hiring manager, who'll put together a shortlist for interview.
Step 3
Come for an interview
For most roles there'll be a two-stage interview process, which will include questions about your CV, competency and technical skills. For more senior positions there could be an additional interview stage. You may also be asked to give a presentation or complete a technical test, but we'll let you know in advance so you have plenty of time to prepare.
Step 4
Receive an offer
Once the interview process has been completed the successful candidate will receive an offer. Throughout the interview process the recruiter and hiring manager are happy to answer any questions you have. We want to make sure you have all the information you need to decide whether DCC and the role are right for you.
Apply
Director of Customer Relationship Management
Location
Location: Manchester
Job type
Job type: PERMANENT
Does this sound like the role for you? If so click and apply then fill in your details to begin your application.
#J-18808-Ljbffr