Head of Service Delivery - Evoke Staffing Ltd : Job Details

Head of Service Delivery, a newly formed full-time, permanent career opportunity has arisen for a highly skilled, experienced, and knowledgeable Customer Services and/or Internal Sales Leader. Based in the southeast, working on a hybrid basis, this client is a global manufacturing leader who is looking to hire an experienced candidate who can steer a highly successful customer services team/internal sales team. Your career history will sit within Manufacturing or Telecommunications and must 'showcase’ previous, relevant S&OP experience, whilst leading and managing a medium sized internal sales advisory team.

This executive position is a business-critical role aimed at driving business revenue whilst managing key customer relationships, having had previous experience for the S&OP (Sales order fulfilment process), someone who has been close to the day-to-day processes of inside sales management. Offering an annual salary of up to £100k plus car allowance, end-of-year annual bonus and a range of highly attractive employee benefits, this prestigious post seeks a candidate who can is ideally educated to (MBA) Business or Technical Level, with a minimum of 5 years customer service management expertise gained in global market environments.

Our client is seeking a customer-centric leader who can demonstrate at least 3-5 years of previous experience when managing an internal manufacturing sales and customer services team. Your career will evidence a proven track record in managing, owning, and contributing to Sales and Operational Planning (S&OP) processes, with the ability to collaborate with multi-functional teams focusing on the EMEA regions. You will work closely with the Head of Business Development and the wider team, ensuring to align sales strategies with operational capabilities, therefore previous knowledge and exposure to B2B markets is essential. Customer service delivery is involved across areas of the business therefore the customer experience must be executed to continued high standards through the whole customer journey.

As Head of Service Delivery, you will be responsible for the building, mentoring, and leading of a high-performing internal sales team, developing a results-driven and customer-focused culture. Responsible for leading from the front, acting as key customer lead with executive clients, continuously assessing, progressing, and investing in improved customer delivery is at the forefront of this highly exciting, challenging and rewarding career opportunity. Your previous experience will evidence customer survey management skills, looking at collating statistical information on customer satisfaction responses, setting performance metrics (KPIs) for the wider customer service and internal sales teams, and monitoring overall performance and feedback.

You will be responsible for the overall creation and approval of pricing and quotations for all customers, and liaison with product management and wider sales teams to implement accurate pricing models. There is an expectation to monitor order fulfilment, ensuring that customer projects are met, working with the project team to plan and execute large, complex, and high-valued products, serving as the primary point of coordination. Naturally, you will demonstrate experience with CRM systems, (Salesforce) and ERP (Oracle) and advanced working knowledge of windows-based software for all communication methods, key stakeholder reporting and presenting. You will also investigate and analyse regional market trends, looking at competitor activities, and adapting varied sales approaches to the wider business. You may be subjected to occasional travel, EMEA travel, needing to meet with key customers further ensuring the continued protection of high value spend customers.