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Regional Customer Strategy Director

Salary {Advertised Salary}
Location Central Region
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time/Flexible Working vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

The Customer Strategy Director is responsible for the developing and implementing comprehensive customer strategies that enhance the customer experience, drive loyalty, and increase revenue. This role requires a deep understanding of customer behaviour and needs, market trends, and competitive dynamics to create innovative solutions that meet customer needs and align with the company’s business strategic objectives.

This role will have ownership and accountability for collaborating with cross-functional teams, including, marketing, product and services development, and commercial, pre-construction and operations, to ensure that customer strategies are integrated and aligned with business objectives.

Main accountabilities

  • Lead the development of customer strategies and effective engagement plans across all regions supporting the agreed Strategic ambition of the business.
  • Lead the development and execution of engagement plans across multiple external industry stakeholders and drive loyalty, and satisfaction across all touchpoints of the customer journey.
  • Analyse customer data, needs, insights, and market trends to identify opportunities for enhancing the customer experience and increasing retention.
  • Collaborate with internal cross-functional teams, including marketing, product and services development, and operations, to ensure that customer strategies are integrated and aligned with business objectives.
  • Develop and oversee metrics and KPIs to measure the effectiveness of customer strategies and initiatives, making data-driven decisions to continually optimize performance.
  • Manage opportunities, partnerships and the assessment of growth in line with the Board's chosen direction.
  • Contribute to the businesses ability to maintain competitive and achieve sustainable growth in evolving business landscape.
  • Lead, mentor , promoting a culture of collaboration, innovation, and continuous improvement.

Requirements:

  • Proven experience in customer strategy, marketing, or brand management, with a track record of driving customer engagement and satisfaction
  • Experience with customer relationship management (CRM) tools, data analytics software, and market research methodologies.
  • Excellent communication and interpersonal skills, with the ability to articulate ideas and influence stakeholders at all levels of the organisation.
  • Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
  • Commitment to diversity, equity, and inclusion in developing customer strategies that resonate with various demographics.
  • A passion for understanding customer behaviour and a drive to continuously enhance the customer experience, being the voice of the customer in board meetings
  • A creative thinker with a customer-centric mindset and the ability to innovate and implement effective strategies.
  • Demonstrated leadership capabilities, with experience in building and leading high-performing teams.
  • Strong analytical skills with the ability to interpret data, draw insights, and develop actionable strategies based on findings.

Working at SES

SES Engineering Services (SES) is recognised as one of the leading M&E partners in the UK. Specialising in the design and installation of building services and infrastructure solutions, SES covers all aspects of M&E engineering.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity. 
Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.

<p>PLACEHOLDER</p>

Steve Joyce

Managing Director

<p>PLACEHOLDER</p>

Steve Tovey

Business Director Midlands & Southwest

<p>PLACEHOLDER</p>

Paul Newby

Engineering Services Director

<p>PLACEHOLDER</p>

Darren Kehoe

Commercial Director

<p>PLACEHOLDER</p>

Nicola O Callaghan

Senior HR Business Partner

<p>PLACEHOLDER</p>

Paul Ross

Financial Controller

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