Customer Experience Director B2B

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Customer Experience Director

B2B

Specialist Construction Services

c.£150,000 basic salary + bonus + car + executive benefits

Midlands / UK

Business

Our client is a £multi-billion private equity backed company with operations across the UK.

Its Specialist Services business unit employs hundreds of people at various locations and generates revenues of over £250 million from managed supply chain solutions.

Supporting large and medium sized construction customers on major projects, the business is profitable and growing, and has a great reputation in its core markets.

Role

Whilst customers value a close relationship, technical expertise, product knowledge and keen pricing – all based on consultative principles – it is a highly competitive market and opportunities for the business to differentiate itself from its competitors exist in the development of a consistent, reliable and positive customer experience.

Reporting to the Managing Director, this role also has full responsibility for the operational performance of the business with a team of Regional Operations Managers.

The successful candidate will not only be expected to define and successfully introduce digital and multi-channel trading, envisage and realise an enhanced customer journey, they must also deliver improved operational performance, and thereby market share and profit.

Candidate

This role requires a demonstrable combination of senior operations management experience ideally gained in sizeable trading, distributive, wholesale or retail organisations, coupled with a genuine understanding of, and insights into, large and very demanding B2B customers on complex projects.

Strong evidence of leveraging technical knowledge and competence as a benefit to customers will be of particular interest.

Prior CX and Operational leadership of a transition programme from a traditional multi-site to IT-enabled omni-channel business will also be invaluable.

The rewards will be commensurate with a senior executive role in a large, successful and expanding group.

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