Customer Service Senior Manager

At Wavin – an Orbia business, purpose is what draws us together and drives us every single day. Everywhere we are, we are thinking big and working smart to solve some of the toughest challenges. Everywhere you are, you bring your unique skills, talents, and perspective to moving your career, the company, people, and the planet forward.

This is where your abilities can be developed. Where your ambitions can be realised. Where you can own your part in our transformation. Where you can find a diverse, global community of teammates who are making a difference with you. And where you’ll be taken care of as you take care of bringing purpose to life. Where purpose comes to life, it changes lives. This is what working at Wavin – an Orbia business is all about.

We are currently recruiting for a UK based Senior Manager Customer Services to join our BU Northern Europe Leadership team.

The main purpose of the role is to assume responsibility for the Customer Service function in the BU Northern Europe which includes the UK and Ireland, Denmark, Finland, Norway and Sweden.

Your team will ensure that our customer experiences the optimal Wavin service and receives the right solution. You will be responsible for ensuring that enquiries are quickly and professionally converted into quotations and advice, orders are processed flawlessly, and projects are smoothly guided through to delivery and invoicing.

As part of the BU Northern Europe leadership team, you will play a pivotal role in attaining best performance. You’ll do this by determining plans, progress and success for our BU alongside your colleagues in the BU leadership team and coaching and effectively leading your Customer Service teams to achieve strategic business objectives.

Some of the main duties and responsibilities of the role involve;

• Ensuring that service delivery aligns with broader business objectives to drive and enhance satisfaction and loyalty
• Tracking and analysing key performance indicators including but not limited to NPS in order to drive continuous improvement
• Mentor and leading large, geographically dispersed teams and overseeing all HR activity including, but not limited to, recruitment and training and development
• Partnering with Sales, Product Management and Marketing teams to integrate customer feedback into product roadmaps and service enhancements
• Tracking and analysing key performance indicators including but not limited to NPS in order to drive continuous improvement
• Mentor and leading large, geographically dispersed teams and overseeing all HR activity including, but not limited to, recruitment and training and development
• Partnering with Sales, Product Management and Marketing teams to integrate customer feedback into product roadmaps and service enhancements
• Tracking and analysing key performance indicators including but not limited to NPS in order to drive continuous improvement
• Mentor and leading large, geographically dispersed teams and overseeing all HR activity including, but not limited to, recruitment and training and development
• Partnering with Sales, Product Management and Marketing teams to integrate customer feedback into product roadmaps and service enhancements

The profile:

We are keen to hear from applicants who can demonstrate the following:

• Significant experience in an international matrix organisation with a strategic and operational mindset
• Extensive experience in a senior leadership role within a large and complex Commercial and Sales Excellence function
• Strong commercial acumen with the ability to manipulate, interpret, report and present complex data
• The ability to co-ordinate and forge consensus across various senior commercial stakeholders with diverging interests
• Experience with leading/being part of change management process at organisational level 
• Proficiency in the Microsoft Office suite and knowledge of CRM platforms (ideally Dynamics) and sophisticated analytics (Power BI)
• The ability to persuade, effectively influence and lead by example
• Experience with B2C or B2B E-Commerce and Infrastructure project sales

• A combination of proven coaching and inspiring leadership experience

• Excellent communication skills across all mediums with high energy and positivity in order to lead the transformation both on culture and process thinking in our BU 

• A results driven, self-motivated, tenacious and resilient approach