The Director of Customer Engagement is an experienced Customer Engagement and Professional Services leader who leads our commercial teams in conjunction with the Managing Director. The Director of Customer Engagement specifically leads the operations commercial team members but also works across any client facing commercial teams within the region to ensure Customer Engagement.
Departments for which the role is responsible: Account Management, Operations, Back-office teams (Sampling/ Programming/Panel)
Role Reports to: Managing Director, Europe
Assist the Managing Director in leading, expanding, and mentoring the commercial facing staff by setting the strategy and commercial delivery process; hiring, training, and developing a world-class team
Supporting customer lifetime value by defining the customer journey with SHG; deploying programs in conjunction with the managing director/sales leads to help drive business value with customers, customer goal achievement, new features, collaborating across teams to identify and pursue customer growth opportunities
Responsible for overall client satisfaction and the quality, timeliness, and richness of the work product/deliverable.
Responsible for revenue management and forecasting and ensuring that pricing and gross margin standards are followed and supported.
Representing the balance between the voice of the customer and internal stakeholders to promote a mutual fair and valued based customer-centric mindset across the organization
Working with the Managing Director to architect the Customer Engagement organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments
Assist in building a 10X scalable global organization to support customers
10+ years of experience in a Customer facing environment
Ability to move quickly and iterate
Technical and research experience with an ability to speak to market research customers in their language
A strong strategic vision for the customer experience, professional services, and customer support
The ability to create services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
A strong customer advocate with the ability and willingness to engage directly with customers
Ability to communicate well with individuals, teams and partners
A track record of developing and mentoring great talent; building and motivating high achieving teams
The skills to be a data-driven decision maker, with a willingness to experiment and iterate
Understanding of the balance between internal services, external partners and how to use both effectively to support customers for value-based growth
Effective and productive collaborator to drive cross-functional initiatives
Empathy, humility and listening skills
As with all roles in the Commercial team / leadership the Director of Customer Engagement participates and owns in the company’s key performance indicators of Revenue, Gross Margin and Strategy.