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

Authority/Decision Making:

  • 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.

Skills/Experience:

  • 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