Head of Customer Service Value Creation

About the role

At Etex, we seek to make a meaningful impact in the lives of our customers and our communities. Are you looking for a company where you can learn, grow & lead?

Within our largest division, Etex Building Performance, we are looking for a new teammate to join us as our Head of Customer Service Value Creation where you will play a pivotal role in leading the transformation and development of our customer service teams globally. In this role, you will be responsible for building the strategy to further improve our customer service offering for the division to maximise the potential of the services we can offer to our customers across the globe.

What You'll Do

• Lead strategic transformation projects, transitioning from reactive to proactive Customer Service.
• Cultivate a service culture that positions us as the preferred and reliable partner, fostering increased customer loyalty, improved profitability, and heightened employee satisfaction.
• Establish efficient and harmonised Order-to-Cash (O2C) processes through continuous improvement.
• Boost customer satisfaction by simplifying and digitising the order experience, ensuring real-time complaint resolution, faster response times, minimised disputed invoices, and greater process transparency.
• Deliver a differentiated world-class Customer Service aligned with the value propositions of the EBP Division.

What You'll Bring

• High level of experience working in customer service management, with a proven track record of driving value creation initiatives.
• Ideally experience working in a consulting environment or as a Customer Success Manager 
• Experience leading digital transformation initiatives to modernise and improve a CS function.
• Strong leadership skills with the ability to inspire and motivate a team to achieve results.
• Excellent analytical abilities with a data-driven approach to decision-making.
• Proficiency in customer service technologies, CRM systems, and data analytics tools.
• Demonstrated experience in process improvement, change management, and innovation.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for delivering exceptional customer experiences and a commitment to continuous improvement.

Why Join Us?

• We are named the world's #1 most trustworthy company in the construction sector by Newsweek and Statista in 2023!
• Our culture – we connect & care about those around us. We nurture teamwork, communities, partnerships and new ways of working, placing the highest importance on the safety and working environment of our people.
• Our ‘Road to Sustainability 2030’ is our plan to help build a better, sustainable future. We work towards this vision by caring about our social and environmental impacts and developing innovative solutions
• We have a strong conviction that diversity of thinking helps us to deliver a strong and sustainable performance. It is also essential for us that everyone feels part of the team. In this spirit, we are committed to equal opportunities and zero tolerance towards discrimination
• Flexibility: For us, hybrid and flexible working is all about trust, and we want you to be able to do your best work