Job Title: Director of Customer
Location: Hybrid (based from Manchester or London)
Duration: 24 months
Remuneration: Competitive day rate (Inside IR35)
Veredus are delighted to be partnering with The Data and Communications Company (DCC) to recruit their new Director of Customer. Created to lead the successful delivery of this vital new national infrastructure, with highly secure and reliable communications and data services to connect smart meters with energy suppliers, network operators and authorised third parties, this smart metering network will help Great Britain become a global leader in smart energy.
This new 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 will be required to set and embed the vision of how DCC works with its customers to fully realise the benefits of both smart metering and the faster switching service. Following structural changes within the organisation, this newly created role will have overall accountability for DCC’s Customer Strategy and will be required to matrix across the wider organisation as we aim to increase our customer focus/centricity. You will be required to foster relationships with external stakeholders and to further develop the relationships DCC has at a senior level across the energy industry, translating our customers strategic focus into our own organisation’s wider strategy.
Responsibilities
- Develop and implement customer service and experience strategies across the organisation.
- Lead, motivate, and mentor customer success, support, and service teams to ensure high performance and customer satisfaction.
- Oversee customer service operations, customer enquiries, and complaint resolution.
- Analyse customer feedback and work cross-functionally with cross organisational teams, to refine strategies and enhance the customer journey.
- Maximise incentive opportunities to create strong shareholder returns. Including both financial and reputational incentives
- To own the mechanisms and relationships that administer regulatory relationships including with the regulatory code managers.
- Build, monitor and track key customer satisfaction metrics (CSAT, NPS, churn rate, etc.) and use data to drive continuous improvement.
- Report on customer-related KPIs to the executive team and provide insights for strategic decision-making.
- Accountability for all customer impacting changes.
Essential Skills and Experiences
- Experience in strategic Customer Centric roles in a technology, energy, or telecommunications organisations with exposure to the challenges of competing business and customer priorities and agenda’s
- Proven experience in a senior customer experience, customer success, or related role, with a track record of leading teams.
- Strong leadership and people management skills with the ability to build, motivate, and retain high-performing teams.
- Excellent communication and interpersonal skills, with the ability to engage and influence senior leadership and cross-functional teams.
- Strong analytical skills with the ability to translate customer feedback and data into actionable insights.
- Experience with customer relationship management (CRM) software, customer satisfaction tools, and analytics platforms.
- Ability to thrive in a fast-paced, rapidly changing environment and manage multiple priorities.
- Experience in successfully managing £multi Million functional budget to a high level of accuracy and delivering clear value for money plans.
- Exceptional interpersonal, verbal/written communication and proven ability to communicate with all levels of internal and external partners
- Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem
For more information, please contact stephen.hoban@veredus.co.uk or apply below.