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Senior Customer Services Manager - Must be fluent in French job in London

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Job Ref:  204741647
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  London
Post Code:  WC1A
06/10/2016 03:31
Role Summary

The Senior Customer Services Manager may be assigned to large, complex, accounts with significant revenue and/or may lead a team of Customer Services Managers dedicated to a market sector or cluster of client accounts.

This is a 'working' role, so in addition to leadership and management responsibilities, the Senior Customer Services Manager will work as a Customer Services Manager. It follows, therefore, that the Customer Services Manager responsibilities should be reviewed to understand the full summary and responsibilities of this role.

Key Responsibilities

Senior CSM Responsibilities:

* To lead the service relationship and oversee the services delivered within a market sector or for a cluster of clients' accounts (to include any implementation and hardware break/fix services, help desk support, outsourcing and any other services delivered into these account/s)
* To personally develop and maintain senior level relationships within assigned customer accounts in order to extend our engagement with these clients and position AEVI as a key service partner
* To create and agree the annual budget for the assigned customers and team (including revenue, costs and margin) and consistently deliver the committed financial performance. To accurately forecast financial results for the organisation
* To maximise all chargeable billing across assigned customer base. To minimise DSO for service provision for the account
* To act as an 'escalation manager' for serious / major service delivery performance issues
* To identify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recovery. To manage the implementation of programmes to fully realise these opportunities
* To ensure the highest levels of customer satisfaction for services delivered
* As required, to support new business sales campaigns within market sector / cluster of clients or for new service opportunities
* To lead, manage, coach and mentor all assigned human resources to ensure high levels of performance and to develop 'new talent' within the Company for the future
* To set and agree objectives to ensure achievement of results and focus and motivation of staff. To monitor performance against targets on a regular basis; taking remedial action as necessary

Additional CSM Responsibilties:

* To oversee the delivery of all contracted services to ensure high levels of performance (including management of any sub-contractors and matrix management of in-house delivery teams). To monitor the resolution of any customer/s specific service delivery issues, through leading the design and implementation of specific 'get well' plans
* To monitor the set-up of all new IT services for nominated customer/s, including service transition, commercial/contractual arrangements, third-party engagement, etc. To ensure that any 'change' is introduced into the service in a properly controlled manner and is adequately documented
* To ensure the production of accurate and timely MI to demonstrate delivery performance to nominated customer/s and to ensure effective management of performance levels (including sub-contractors performance)
* To input to the development of the budget for the nominated account/s and accurately forecast revenue and margin for this customer/s. To exploit all revenue growth opportunities in the account
* To personally ensure all chargeable billing is completed and agreed with the client on a timely basis. To minimise DSO for service provision for the account
* To ensure the highest levels of customer satisfaction for IT services is delivered
* To achieve the position of high quality service partner for nominated customer/s in order to assist position Wincor Nixdorf as a key long-term IT services business partner
* As required, to support new business sales campaigns with the client/s and highlight potential opportunities
* To actively seek out customer, market and competitor intelligence in order to position Wincor Nixdorf consistently as the 'services supplier of choice'
* To participate in the appropriate forums and events in order to raise the profile of Wincor Nixdorf for IT service provision
* To complete additional ad hoc project work, as required
* To complete ad hoc duties and tasks allocated through line management chain from time to time

Skills & Experience


Strong senior CSM with an ITIL background.

Strong level of independence and efficiency while maintaining a high-degree of organisation
* Great communication and interpersonal skills demonstrated by the ability to articulate complex business and technology information at a senior level both internally and externally
* Excellent written and oral communication skills in English is required
* Sound planning and time management skills and the ability to handle and prioritise multiple issues at the same time

Specific Additional Information

* This role will require travel on a regular basis to support the effective management of client relationships with assigned accounts/team

If this sounds like you then apply today as this role will go quickly
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