Customer Satisfaction Manager

Mind Partners

Mind Partners is an executive search firm with offices in London and Paris. We specialise in retained headhunting for executives, senior management, and experts. We are now partnering with ISEO UK, a leading group in the design and manufacture of locking systems and access control solutions, to recruit a Customer Satisfaction Manager based in London.

Reporting to the Market Leader, the Customer Satisfaction Manager directs and leads Customer Experience by providing proactive, productive, and seamless services/solutions in line with global standards and processes. This role is operationally responsible for Customer Resolution (application of warranty) and Customer Services (service contracts). It ensures that the Voice of the Customer (VoC) is integrated into the value chain to continuously improve products, systems, and services. Develops team capabilities (skills, experience, and relevant knowledge) and manages the diversity of key areas of responsibility for products, systems, and services.

Responsibilities

• Achieve high levels of customer satisfaction at optimal costs and maintain customer relationships.
• Manage and coordinate the Customer Satisfaction Team
• Ensure timely and accurate execution in resolving warranty-related complaints and managing services in line with agreed service levels.
• Improve functional excellence of customer services and customer resolution, including market recalls, to ensure service efficiency and cost-effectiveness.
• Manage customer satisfaction function costs in line with market targets.
• Ensure timely product certification and manage certificates throughout the product lifecycle.
• Manage the local third-party network towards providing customer services.
• Develop and ensure a high level of functional capabilities of customer satisfaction employees and manage a talent pipeline.
• Manage market-level NPS for Customer Services and Customer Resolution while maintaining costs at optimal levels.
• Use LEAN to continuously improve execution efficiency and manage processes and metrics.
• Influence the value chain by bringing the voice of the customer to improve products, systems, and services and provide feedback on customer improvements.
• Build relationships with key customers, understand their specific needs, and seize commercial opportunities (contract renewal, upsell, cross-sell).
• Understand certification requirements and ensure team skills are aligned to manage certificates throughout the product lifecycle.
• Deploy global service offerings and products to the local market for implementation in your own market.