Vacancy Name: Service Director
Vacancy Description: You will have a leadership role with global responsibility for the Customer Service/After Sales function.
Salary Range: competitive
City: Reading, UK
Country: UK
Job Title: Service Director
Job Description:
Job Purpose: You will have a leadership role with global responsibility for the Service function.
Location: Reading, UK
Main Responsibilities:
- Establish the overall strategy for the Service team and the Bullitt global service network with partners, ensuring it is aligned with company goals and objectives.
- Manage the performance of the team – both our internal team members and service levels working with supply chain to external service providers, channel partners and direct end customer care engagement through various forms of communication platforms.
- Optimise customer relationship management within the organisation, establishing the strategy for loyalty schemes, up-selling and cross-selling to the existing customer base.
- Partner with Digital Director to ensure that platform investments at Bullitt embrace an end-to-end customer management capability.
- Establish metrics and Service Level Agreements, ensuring they develop, monitor and drive improvements to ensure the highest standard of customer service.
- Continually evaluate processes and procedures to increase productivity and service quality.
- Proactively manage the warranty and support budgets with step change in support costs.
- Supervise the investigation of complex complaints and identify and eliminate root causes of customer issues.
- Develop and drive strategies and programmes that improve the customer experience and the competitive position of the organisation.
- Assist in contract negotiations where necessary.
- Assume the management representative role in maintaining the certified quality management system, ensuring continual compliance to the international standards (e.g. ISO 9001)
- Continuously develop yourself and others.
Skills and Experience:
- Extensive experience in a service function.
- Significant leadership and coaching experience, with the proven ability to lead and motivate your peers, team members and external partners to achieve business goals.
- Must possess high degree of emotional intelligence and have strong empathy, with the ability to identify the wants, needs, and viewpoints of others.
- Excellent negotiation and influencing skills, someone who can manage conflict and build strong relationships with others.
- Experience in contract negotiations and managing outsourced service operations.
- Experience in developing service strategy, designing the customer journey, working with CRM systems and in certified management systems (preferably ISO 9001 or other quality management standards).
- Strong analytical and communication skills.
Key Result Areas/Measures of Role Success:
- Enhance Bullitt to have peerless customer engagement and customer service support.
- Turn service from a cost management to revenue generating stream.
- Lead warranty cost management.
- Support costs.
- Customer Satisfaction.
- Customer Effort Score.
- On Time Delivery rate.
- First Case Resolution rate.
- Bounce rate.
Benefits:
- You'll be part of a team who work hard and have fun together.
- Generous holiday allowance (25 days, plus an extra day off for your birthday).
- Contributory pension scheme (4% contribution).
- Life assurance and family medical insurance.
- Family friendly policies, generous sick pay and flexible working.
- Competitive salary.
About Bullitt Group:
Working at Bullitt is exciting, challenging and incredibly rewarding! We have a decade’s worth of experience partnering with some of the world’s biggest brands, helping these global brands extend their product portfolios into new categories, particularly in the connected devices market.
Since our formation in 2009, Bullitt Group has designed, manufactured and distributed millions of mobile phones,audio products, other connected devices and related peripherals to more than 70 countries across the globe.
We design, manufacture, market and sell products under license for our brand partners. We are the global licensee for Cat (Caterpillar Inc.) and Land Rover for mobile phones and relatedperipherals.
Our Head Office is in Reading, UK with additional office locations in Taipei (Taiwan), Shenzhen (China) and employees across Europe and the USA.
Sounds interesting?
If you think you’d be a great fit for this role then we would love to hear from you!
Experience: Significant experience in a customer service/ after-sales management
Location: Reading, UK
Department: Service
Reference: VA24
Vacancy Type: Both
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