Head of Client Services

A world leading packaging company that promotes sustainable development through innovative solutions is looking for an excellent leader with strong experience at senior management level and natural commercial acumen to fill a key role within the company. This Head of Client Services role will have an overall strategic accountability for communication and alignment between customer service, procurement and operations.

Key accountabilities will include: –

• Oversight of the customer service department
• As a member of the Site leadership team, leads the Customer Service team to provide daily support to customers in terms of order input, new business projects, queries.
• Driving improvement initiatives in the customer experience
• Fostering a team-based culture and providing regular feedback to the team
• Leading employee engagement improvement initiatives
• Liaising with internal departments such as production and quality in order to communicate customer requirements and ensure correct prioritisation of production resources
• Provide data analysis to internal and external customers as required
• Conducts training/recruitment/performance review processes

An element of this role will also involve overseeing the purchasing of direct materials, reporting inventory KPIs, driving working capital improvement initiatives and managing subcontractors, so having a background in procurement would be an added bonus.

Core Skills/competencies –

• Well-developed leadership skills, capable to lead team positively, even in challenging operational environment and drive improved employee engagement
• Highly developed sense of ownership, takes responsibility for deliverables in the CS/Planning/SC area
• 5+ years’ experience in print or packaging industry
• Team building, team member training skills
• Customer service focus
• Relationship building
• Continuous improvement focus – evidence of own improvement initiatives realised
• Commercial nous – experience of representing Company to customer
• Planning – experience of planning systems either having worked as a planner or having been accountable for a planning process.
• High competence with numbers and excel
• Good/high energy level
• Technical bent – ability to learn the intricacies of the production processes and item range in order to advise customer on best solution.