Director of Customer Success

As the Director of Customer Success, you will be responsible for shaping and executing initiatives that enhance the overall customer journey and satisfaction within your area of responsibility, dedicated to a customer focus team (CFT). This role involves overseeing all aspects of the customer experience, from collaborative planning, product support, and fulfilment, with the goal of driving customer loyalty, retention, and advocacy.
This position collaborates with cross-functional teams to develop and implement strategies that prioritise customer needs within their area of responsibility and preferences while aligning with the company's overall objectives. You will lead team members aligned to the CFT in the day-to-day actions that will include customer service, demand and supply planning, production, product, and quality.
Responsibilities:

• Leads and manages directly aligned CFT for specific area of responsibility /customer alignment.
• Analyses market trends, customer feedback, and competitive insights to identify opportunities for improvement.
• Should be very knowledgeable of sales and product opportunities and their impact within supply chain and operations.
• Defines and aligns key performance indicators (KPIs) from customer scorecards to measure the effectiveness of customer experience initiatives and track progress over time.
• Identifies pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
• Leads the development of customer journey maps to understand and optimise every touchpoint across the customer lifecycle.
• Ensures consistency and continuity in the customer experience within the area of responsibility.
• Fosters a customer-centric culture by promoting customer empathy and understanding throughout the organisation.
• Continuously iterates and improves upon customer experience initiatives based.
• Collaborates with marketing, sales, product development, and customer support teams to ensure a seamless and cohesive customer experience.
• Champions the voice of the customer within the organisation, advocating for changes and improvements that enhance customer satisfaction.

Required Qualifications:

• A bachelor's degree is required, with a preference for an advanced degree (MS/MBA).
• Minimum of 10 years of leadership experience within a manufacturing environment
• Strong analytical, problem-solving, and decision-making skills.

Desired Qualifications:

• Proven track record of effectively navigating and managing customer service operations in a global capacity.
• Demonstrated ability to effectively lead and manage large teams in previous managerial or individual contributor roles, ensuring alignment with organisational objectives, optimising productivity, and fostering a positive work culture.
• Understand effective matrix organisations.
• Leads from a position of influence versus authority.
• Experience working a high-growth company is preferred.
• Experience working in distributive manufacturing, technology, or service industry is preferred.
• Customer Relationship Management excellence
• Excellent communication and interpersonal skills
• Customer experience measurement tools and methodologies
• Familiarity with CRM systems, customer feedback platforms, and other relevant technologies