Senior Customer Succes Lead

Job Title:Senior Customer Succes Lead

Location:Gaydon, Warwickshire

Rate: £63.20ph via an Umbrella Company (Inside IR35) or £47.55ph PAYE

Employment Type: Contract (12 months)

Hours: Standard 40 Hours Per Week

Reference:J39668

Job Description:

We’re re-examining our vehicles and what a vehicle means in the emerging world of automation, connectedness, electrification and the shared economy. new ideas, new technology, and new approaches to mobility are our business. This is an opportunity to join a team of next generation thinkers.

Personal Profile:
Essential:

• The candidate will demonstrate our creator's code behaviours of Customer Love, Unity, Integrity, Growth and Impact.
• Continually working hard to deliver a modern luxury experience to earn and keep our customer's trust and loyalty.
• Embracing differences, being empathetic, welcoming challenges together empowering each other to deliver.
• Building trust by speaking openly and honestly, listening attentively, and treating others respectfully.
• Taking initiative and using failure as an opportunity to learn.
• The client believes in develop by giving and seeking honest feedback and making a difference through our results.
• Client innovates and never loses sight of what it wants to achieve.
• Candidate should be easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.
  
• An individual, who works independently, is results driven, demonstrating tenacity, drive and perseverance with the ability to deliver operational plans in a complex, highly demanding environment.
  
• An individual with the capability to combine a short-term, pragmatic focus with medium -term planning.
  
• A resilient and enthusiastic who responds constructively to new ideas and inputs.
  
• A good communicator with the ability to communicate complex ideas.
  
• An effective team player, actively develops and supports team members.

Desirable:

• An individual with the ability to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.

Reason to work with the Client:

• Bring all this to the home of premium innovation, and the candidate will find the opportunities to further career working with a world-class team in state-of-the-art facilities.
• We offer a competitive salary and performance related bonus scheme.
• As a manager, the candidate will also be able to select one of our luxury premium vehicles to lease at a fraction of the cost. All this and more makes our client the perfect place to continue the journey.

The candidate can expect:

• Digital and Data transformation at the heart of delivering Reimagine, global strategy.
• Our Digital team is the driving force to transform our business, powered by data and technology.
  
• Developing talented people is vital to our digital strategy.
• The Data and Digital Product Office deliver real impact at a global scale.
• We innovate, move fast, and learn fast.
• We are growing diverse teams and working with the best tech partners around.
• We are building great talent and creating a flexible, fun, meaningful environment for them, and candidate to thrive.

Key Accountabilities and Responsibilities:

• Lead the change and adoption of large-scale enterprise-wide technology or data transformation initiatives (e.g., Technology rollouts such as Automation technologies/Tableau / Data training programs) ensuring faster adoption, higher utilisation and proficiency of the changes that impact employees.
  
• Support our client's vision to drive a data and technology culture and build plans to realise value and ROI.
  
• Work closely with key Stakeholders to drive the change (e.g. business functions, sponsors, end user community, vendor Business Partners, Communications, Data & Digital Product Office).
  
• Support the business in their change impact assessments, change readiness activities to support the change and minimise business / end user impacts.
  
• Represent the ‘Voice of the User’ by engaging end-users early on to pilot new initiatives and seek out continual feedback, improve customer CSAT and retention levels.
  
• Manage key customer issues in high profile project work.
  
• Understand the broader business needs and how to drive data, automation and analytics in-line with other strategic priorities such as agile transformation and our new company purpose.
  
• Bring in industry best practice to accelerate uptake and adoption across our client.
  
• Support business users and project teams to deliver change management strategies and plans, internal / external communications, and end-user training to maximise employee adoption and usage and minimise resistance.
  

The client if looking for a candidate having:

• Support and track the benefit realisation, value creation and ROI of key product initiatives across our client by establishing key metrics and using available data to track benefits and measure success.
• An understanding of automation and analytics tools.
• Previous experience in customer success / change / initiatives to drive change, adoption & ROI.
• Excellent communication skills (verbal / written).
• Project management capabilities.
• Analytical mindset and how to effectively track key KPI business success measures.
• Able to work effectively at all levels in an organization and build effective relationships.
• Strong work ethic and ability to work independently and remotely (at times).
• High level of IT literacy and desire to continue to learn new data tools, technology and skills.
• Ability to translate business requirements and needs into prioritised technology requirements.
• Adapt to changing circumstances and environment.
• Understanding of NPS and CSAT metrics.

Preferred Skills:

• Experience in leading.
  
• An understanding of some or all of these Automation and analytics tools - Blue Prism, Automation Anywhere, IQBot, Appian, Celonis, LivePerson, GCP and Tableau.
  
• Change Management experience.
  
• Experience in writing and delivering communications (e.g. all employee communications).
  
• Experience in supporting delivery of data / digital training programmes.

This role is INSIDE IR35

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Our Clients are unable to provide sponsorship for Tier 2 General Visas; therefore, only candidates eligible to work in the UK need apply!

Caresoft Global Limited operates as an Employment Business and Employment Agency.
We are an independent highly-experienced recruitment consultancy dedicated to specialist markets within the Automotive, Aerospace, Agricultural & Construction Industries.

No terminology within this advert is intended to unlawfully discriminate on the grounds of age, sex, race or disability and we welcome all applications.