Connecting Talent to opportunity

Connecting Talent to opportunity

Head of Client Engagement/Head of Client Services

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Job Description:

Head of Client Engagement/Head of Client Services - Munich - Germany

 

Looking for a role which allows you to drive how customers are supported?

 

It’s an exciting time for the our client as we're investing significantly in market leading technology to support existing clients & really grow our business. They looking for a Head of Customer Engagement to be a key part of this transition and help define how we support & grow customers into the future!  

They are a global communication business providing technology & communication services to group and non-group companies. Offices in 5 countries around the world and send more than 1B communications per annum.


A role you will love  


The Head of Customer Engagement leads the relationship and interaction with existing customers through working directly with key customers & managing the Client Services department.

As a key member of the German Leadership team the role holder will help to shape the way the business engages with our clients to retain them and grow our customer base by exceeding their expectations every day.

The role works closely with a range of stakeholders including UK & Germany Management, Global counterparts, Sales and Solutions, Finance, HR, Operations, Technology and Project Management teams to develop, communicate, deliver and maintain best practice customer service and continuously enhance processes and procedures.

The role has two main focuses,

  • responsibility for the highest-level relationships across our clients and being able to develop, implement and co-ordinate the delivery of key account plans is a key focus of the role.
  • Operational delivery of excellent customer services for both group & non-group clients.

The role also has line management responsibility for our German sales & solution roles so you will be involved in supporting how we interact with new customers.

A role with a difference, the Head of Customer Engagement isn’t all about clients and will also have responsibility for identifying new talent, developing and training teams, prioritising workstreams in collaboration with the Executive and providing guidance and mentorship.


What will you bring to the role?  

 

We're looking for someone with management experience who can develop a team of 6 but who also wants to push the boundaries to ensure we delight our customers. 

A leader with experience in developing, coaching and motivating teams to become the best in their field, you will have successfully held a senior customer service or client engagement role in a business to business to consumer environment and be experienced in manging senior relationships with clients.

 

Experience in working in transactional communications is important for this role.


 

What else do you need?

 

  • Ability to formulate and deliver strategies to grow and add value to key clients within a changing communications environment
  • Experience within digital print, direct mail, transactional mail, print management or some form of outbound customer communications is a must
  • As a change agent, the ability to drive innovation through people alignment, processes and technologies to improve our customer outcomes in large corporate markets.
  • A pro-active and accountable approach to customer service
  • Both commercially and technically minded with the ability to understand how current and future technologies can be supported
  • The ability to speak English is required for this role.


 

 

Rewards designed for you   

 

Employee Share Plan. Set aside salary to purchase shares in our company and you’ll increase your investment when you receive a generous company contribution towards additional shares.

  

Health and Wellbeing. Our health and wellbeing rewards can be tailored to support you and your family.

  

Save for Your Future. We will support you along your retirement savings journey.

  



  • Job Type

    Permanent, Full Time

  • Additional Salary Info

    + excellent benefits inc share scheme, 10% pension and private health

  • Work Authorisation

    No

  • Industry Sector Marketing, Advertising, PR

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