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- Aufgaben: Lead global customer service transformation and strategy development.
- Arbeitgeber: Join Etex, the world's most trustworthy construction company, focused on community impact.
- Mitarbeitervorteile: Enjoy hybrid work flexibility, a supportive culture, and a commitment to sustainability.
- Warum dieser Job: Be part of a team that values innovation, diversity, and exceptional customer experiences.
- Gewünschte Qualifikationen: Experience in customer service management and digital transformation is essential.
- Andere Informationen: We're committed to equal opportunities and fostering a collaborative environment.
Das voraussichtliche Gehalt liegt zwischen 72000 - 100000 € pro Jahr.
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About the role
At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead?
Within our largest division, Etex Building Performance, we are looking for a new teammate to join us as our Head of Customer Service Value Creation where you will play a pivotal role in leading the transformation and development of our customer service teams globally. In this role, you will be responsible for building the strategy to further improve our customer service offering for the division to maximise the potential of the services we can offer to our customers across the globe.
What You\’ll Do
- Lead strategic transformation projects, transitioning from reactive to proactive Customer Service.
- Cultivate a service culture that positions us as the preferred and reliable partner, fostering increased customer loyalty, improved profitability, and heightened employee satisfaction.
- Establish efficient and harmonised Order-to-Cash (O2C) processes through continuous improvement.
- Boost customer satisfaction by simplifying and digitising the order experience, ensuring real-time complaint resolution, faster response times, minimised disputed invoices, and greater process transparency.
- Deliver a differentiated world-class Customer Service aligned with the value propositions of the EBP Division.
What You\’ll Bring
- High level of experience working in customer service management, with a proven track record of driving value creation initiatives.
- Ideally experience working in a consulting environment or as a Customer Success Manager
- Experience leading digital transformation initiatives to modernise and improve a CS function.
- Strong leadership skills with the ability to inspire and motivate a team to achieve results.
- Excellent analytical abilities with a data-driven approach to decision-making.
- Proficiency in customer service technologies, CRM systems, and data analytics tools.
- Demonstrated experience in process improvement, change management, and innovation.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
Why Join Us?
- We are named the world\’s #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
- Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
- Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions
- We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination
- Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work
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Head of Customer Service Value Creation Arbeitgeber: Etex Group
Kontaktperson:
Etex Group HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Head of Customer Service Value Creation
✨Tip Number 1
Familiarize yourself with Etex's core values and mission. Understanding their commitment to customer service and sustainability will help you align your vision with theirs, making you a more attractive candidate.
✨Tip Number 2
Highlight your experience in leading digital transformation initiatives. Be prepared to discuss specific projects where you've successfully modernized customer service functions, as this is crucial for the role.
✨Tip Number 3
Showcase your leadership skills by sharing examples of how you've inspired and motivated teams in previous roles. Etex values strong leadership, so demonstrating your ability to cultivate a service culture will set you apart.
✨Tip Number 4
Prepare to discuss your analytical abilities and data-driven decision-making. Etex is looking for someone who can leverage data analytics tools to improve customer service processes, so be ready to provide examples of how you've done this in the past.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Head of Customer Service Value Creation
Tipps für deine Bewerbung 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Customer Service Value Creation position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Highlight Relevant Experience: In your application, emphasize your experience in customer service management and any relevant initiatives you've led that demonstrate your ability to drive value creation. Use specific examples to illustrate your achievements.
Showcase Leadership Skills: Since this role requires strong leadership abilities, make sure to highlight instances where you have successfully inspired and motivated a team. Discuss your approach to fostering a positive service culture.
Tailor Your Application: Customize your CV and cover letter to reflect the values and mission of Etex. Mention your passion for delivering exceptional customer experiences and your commitment to continuous improvement, aligning with their vision for sustainability and teamwork.
Wie du dich auf ein Vorstellungsgespräch bei Etex Group vorbereitest
✨Showcase Your Leadership Skills
As the Head of Customer Service Value Creation, strong leadership is crucial. Be prepared to discuss your past experiences in leading teams and driving transformation initiatives. Highlight specific examples where you inspired your team to achieve results.
✨Demonstrate Your Analytical Abilities
This role requires a data-driven approach to decision-making. Bring examples of how you've used data analytics tools to improve customer service processes or drive value creation. Be ready to discuss your analytical mindset and how it has benefited previous projects.
✨Emphasize Your Experience with Digital Transformation
Since the position involves leading digital transformation initiatives, share your experiences in modernizing customer service functions. Discuss any relevant technologies or CRM systems you've implemented and the impact they had on customer satisfaction.
✨Align with Company Values
Etex values teamwork, sustainability, and diversity. Research these aspects and be prepared to discuss how your personal values align with theirs. Show your passion for delivering exceptional customer experiences and your commitment to continuous improvement.
