Director of Customer Relationship Management

at  Data Communications Company

We are Smart DCC
Together we’re building a greener tomorrow
Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale – and variety – and opportunities for the people who’ll help us do it.
The role
Director of Customer Relationship Management
Manchester, London or Nottingham
Competitive Salary plus benefits
DCC currently has an operational capability that is delivered in partnership with its IT service providers across three main offices based in London, Manchester and Ruddington. This role is pivotal in ensuring that as a service integrator, DCC and its service providers deliver a high quality of service to its customers.
Providing exceptional vision and leadership, the Director of Customer Relationship Management will have extensive experience across service management for setting the Operational strategic engagement with the DCC Customers , ensuring that the right processes, people and technology are in place to ensure a service that delivers an optimal operating model.
As Director of Customer Relationship Management, you will be responsible for ensuring our Customer’s receive a high quality of service. You will act as a senior escalation point for all service issues and be accountable for all monthly and quarterly service reports.
You will operate and be accountable for developing and driving the strategic vision for the Operational teams Customer relationships as well as looking forward to developing solutions that will be additive to the Customer relationship. This role will enable the DCC to manage its Operational customers relationships more effectively, to meet or exceed their expectations and to maintain the customer experience targets within and across services.
What will you be doing?
Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting. Manage the Customer Relationship Management function including people development and management, financial management and business planning, partner, and vendor management.
Ensure Customer Relationship Management follows standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Core Services Directors to ensure process alignment is in place
The Director of Customer Relationship Management will have the overall ownership for all operational relationships with the DCC Customers.
Accountable for improving our customer service experience, creating engaged customers and facilitating growth in DCC business and its customers.
Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision making between our IT Service Providers in support of the Customers, Service Management, and its Service Delivery Management function.
Management accountability for Operational Incentive regimes.
What are we looking for?
Experience in strategic Customer Centric roles in a technology, energy, or telecommunications company with exposure to the challenges of competing business and customer priorities and agenda’s
Experience in successfully managing functional budget to a high level of accuracy and positive outturn.
Exceptional interpersonal, verbal/written communication and proven ability to communicate with all levels of employees up to board level
Experience in setting and delivering short- and long-term strategy aligned with business and customer agenda’s
Ability to Influence, negotiate and persuade to solve customer and business problems effectively
Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement
Proven thought leadership, innovation, and behavioural management experience
Extensive experience leading successful customer facing or focussed teams in a global environment (an advantage)
Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels
Able to contribute and make decisions at a senior level and be comfortable being the ‘go-to’ expert in the field of service resilience and proactive operations. Equally as able to operate at a strategic level with customers, partners and executives and having detailed design discussions with technology specialists.
Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem
Demonstrated ability to lead and develop others. Motivates and holds team accountable for delivering results

CAPITA OPPORTUNITY STATEMENT:

The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.
Smart together
Our values and behaviours
Make a difference
We believe in our purpose. Together, we work as one team, always looking for ways to improve and support DCC’s role in a low-carbon future.
Act with integrity
We treat everyone with kindness, consideration and respect. We keep our promises to our customers. And if something doesn’t feel right, we speak up.
Be accountable
You can depend on our word. We’re clear about our roles and we take the initiative, while respecting the processes we have in place.
Rewards & Benefits
Get perks that work
Personal Development
Our training and development opportunities help you be your best self – from regular 1-2-1s all the way up to professional qualifications.
Group income protection
Provides a continuous income if you’re unable to work due to illness or injury for more than 26 weeks.
Pension Plans
Our Capita Choice partners will match the salary contributions you make to your pension up to 5%, depending on your plan and time with us.
Flexible Holidays
Need more time off? Increase your standard 25 days of leave by buying extra to rest, spend time with family or satisfy your wanderlust.
Cycle to Work Scheme
We’re big on keeping things green. If you want to cycle to work, we’ll loan you the gear through salary sacrifice to make it tax-efficient.
Flexible working
As we all transition to a new normal, we can help you find the hybrid working pattern that suits you and your team best.
Additional Benefits
Add more to your core
Unmind
Travel season ticket loan
Bonus
Medical cash plans
Life cover
Charity days
Childcare vouchers
Health screening
RAC discount
Vision Express discounts
Mobile phone discounts
Discounted gym membership
Retail and leisure discount

Please refer the Job description for details