BT Client Service Director in Shenzhen, China
Purpose of Role:
The role holder leads, manages and develops a team of managers focussed on building excellent service relationships and improving customer satisfaction within a defined customer base. Activities could involve responsibility for service delivery of BTs IT systems and applications, revenue collection and debtor control. He/she is also responsible for strategic service reviews within the customer base for the largest or most strategically important accounts.
Key Responsibilities :
To lead, develop and give direction to the Management team, driving motivational activities in the wider context.
Typically, to be responsible for leading a number of teams.
In most cases, to own the Customer Relationship at Senior Manager/ level (or higher) within Service / Billing customer organisations.
To be responsible for carrying out Service Reviews at Face to Face meetings.
To be responsible for building and enhancing a mutually beneficial customer relationship, which could also involve revenue collection.
To maintain an excellent high-level "peer" orabove relationship with Account Directors, CIO and Account Teams, and to understand the market business domain and customer positioning.
To build and maintain strong collaborative relationships with internal suppliers
May also be responsible for smaller teams which cover several geographies
Could include the monitoring of customer feedback, complaints, revenue collection, debtor and service results.
Development and ownerships of Customer Service Plans and Service Development Plans (where appropriate) for customers.
Provides focus as required on in-depth service issues.
Implements and develops the Service Development Strategy across customer base sector as appropriate.
Good product and knowledge of customer’s IT systems and applications is required.
May also require a Financial / Billing background and the ability to represent the unit with local and/or national trades unions.
Business background to enable understanding of customer priorities.
Strong people and project management skills are essential.
Leadership skills to motivate others and vision to set strategic direction.
This position is actually based in Shenzhen.
Job: Service Client Relationship/ Account Management
Title: Client Service Director
Location: North East Asia-China-Shenzhen
Requisition ID: 95560