Customer Engagement Director

Location: Stoke–on–Trent, StaffordshireContract Type: PermanentHours: Full Time, 40 per weekSalary: GBP100,000 per annum plus car / car allowanceBenefits: 33 days holiday, bonus, pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits scheme.About the RoleRelationships mean everything to us. We're a fast paced business, always delivering amazing quality and results for our customers and this role is critical to our continued success. You will be the lead for customer engagement and interaction and will drive improvements in revenue and profit through:

• Identifying ways in which our current customer business can be expanded in scope
• Managing continuous improvement activities to deliver gain share targets
• Ensuring contract compliance and current contract levers are pulled to maximise margin quality wherever possible

Customer Engagement Director Responsibilities include:

• Take the lead on all non–competitive renewal activity and where necessary initiating reengineering/redesign of the solution
• Support Business Development on competitive retenders and own the customer relationship for these activities
• Use best in class tools and methodologies to support the building of excellent customer relationships, putting the account plan at the heart of what we do
• Ensure that new business opportunities that fall outside of the scope of our current contracts are thoroughly explored with the customer and have the involvement of our BD team
• Closely monitor P&L performance reporting to ensure full invoicing for services performed and renegotiating contracts/pricing where necessary
• Maintain live documents that add real time value, driving the right activities and decisions in the right part of the organisation
• Work with the BU Director, GM's and the Director of Customer Engagement to build plans that accurately assess the risks and opportunities
• Represent the Voice of the Customer from Operations by providing input to the BD team on new opportunities arising from current customers, as well as growth opportunities from aligned businesses/subsidiaries/competitors
• Facilitate any necessary internal customer/strategic forums to ensure that all functions are fully aligned on the growth priorities of the major customers, ensuring BAU vs big ticket growth opportunities are led in the right part of the organisation

Customer Engagement Director Requirements:With a strong track record in customer strategy development and execution, you will be well–versed in building and growing major customer relationships, and leading large scale multi–site operations. You will excel in problem solving, have a strong bias to action, and be comfortable in making and owning decisions.With the following skills and experience you will be someone who gets things done!

• Ability to build load bearing relationships both internally and externally
• Gravitas – can lead and engage authentically from the shop floor to the boardroom
• Can think and manage in dual timeframes – ensuring that the right decisions for today don't compromise the right decisions for the future
• Strong strategy and planning skills, underpinned by a bias towards action and execution
• Strong commercial, financial, and legal acumen

Our recruitment and selection process has been developed to ensure that it is consistent, fair and provides equality of opportunity – all selection decisions are based solely on technical and behavioural competencies. We do not discriminate on the grounds of race, colour, or nationality, ethnic or national origins, sex, gender reassignment, sexual orientation, marital or civil partnership status, pregnancy or maternity, disability, religion or belief, age or any other current or future protected characteristic as defined in the current Equality Act of England and Wales. As an organisation we also promote an environment which encourages diversity of characteristics and thought, where you feel included, safe and confident to be the best version of yourself and do your best work every day.You may have experience of the following: Customer Engagement Director, Customer Services Director, Operations Manager, Director of Customer Engagement, Customer Service Manager, Change Manager, Performance Management, Finance Director, Sales Manager, Customer Engagement, etc.REF–203644