Job Summary:

The Program will deliver one of the key pillars of our client's strategy by re-engineering the customer journey for service, product sales and equipment rental across our network of global service stations, for both local and global customers. The role plays a pivotal role in supporting the definition of the Customer Journey, project managing and delivering this strategic initiative, working with the IT team to leverage Salesforce to optimize processes and enhance the customer experience.

Whilst development of the Salesforce solution will be managed by the Salesforce Platform lead, this role will play a key part in defining the solution and will be responsible for the roll-out of that solution across our entire global network. 

The Company:

Our client is the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology. 

Today, they are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep them safe. 

The Role:

Overall:

• Uses best practice experience to guide IT and business stakeholders on simplifying and automating the quote to cash process for service, rental and product sales in our service stations.
• Supports the Salesforce Platform lead in defining and prioritising the roadmap for the development of Salesforce to deliver an aspirational to-be state.
• Supports the business Programme owner to define and prioritise a deliverable roll-out plan for our markets, covering IT, business process, training and change management.
• Leads and motivates a team of service professionals in conjunction with the Programme and workstream Owners to achieve business goals and deliver exceptional customer experiences.
• Provides coaching, guidance, and professional development opportunities to enhance team performance.

Programme Management:

• Work closely with the Programme Owner and Key Stakeholders to oversee the implementation of customer service and sales programmes, ensuring adherence to timelines, budgets, and quality standards.
• Directly acts as Project Manager where necessary to ensure the success of key strategic projects within the wider Service Programme.
• Monitors program performance and ensure appropriate benefits tracking, validation and lessons learned activities are completed to identify areas of improvement.
• Facilitates and organises workshops and scoping activities to ensure full and correct understanding of the customer journey and achieve alignment on the overall deliverables. 
• Chairs Service Governance forums, engaging appropriate stakeholders and ensures visibility of status and progress throughout the programme and business teams.

Change Management:

• Work directly with business stakeholders to support their change journey. 
• Empower Programme and Workstream owners with change management tools and techniques to ensure the successful delivery of long-term business benefits.

Skills & Expertise:

• Strong stakeholder management expertise in programmer environments with multiple stakeholders.
• Strategic thinker with background in transformation, who can really help the business see the art of the possible in terms of the customer journey, painting a compelling picture of the vision and strategy that motivates others to action.
• Holds self and others accountable to meet commitments.
• Strong written and verbal communication skills.
• Gains the confidence and trust of others through honesty, integrity and authenticity.
• Operates effectively, even when things are uncertain, or the way forward is unclear.
• Manoeuvres comfortably through complex policy, process and people-related organisational dynamics.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Consistently achieves results, even under tough circumstances.
• Builds strong teams that apply their diverse skills and perspectives to achieve common goals.
• Handles conflict situations effectively, with a minimum of noise.

Experience and qualifications:

• Minimum of 5 years' experience in managing IT enabled customer service and sales programs, at least some of which in a global environment, preferably using Salesforce in a similar asset based B2B business e.g. shipping, automotive.
• Degree educated - Business, Sales, or Marketing related degree a bonus.
• Preferably has in-depth knowledge of the Salesforce platform, including Sales Cloud, Service Cloud and Marketing Cloud. Experience of field service management also an advantage.
• Strong experience of process re-engineering and customer journey mapping: use and experience of Lean principles and methodologies an advantage.
• Demonstrable ability to lead cross-functional teams and manage stakeholders at all levels.
• Experience in Agile project management methodologies.
• Familiarity with customer experience management (CEM) and customer relationship management (CRM) best practices.