Chief Customer Officer, 37 hours per week, permanent, £75,000 – £80,000 [DOE] p.a. plus perform[...]

Delt Shared Services Ltd.; Plymouth; Hybrid; GBP 60,000 - 100,000

Job description

Delt Shared Services is not just another shared services provider. We are a trusted partner to local public sector organisations, offering tailored solutions to help our clients achieve their goals. Ranked as one of Newsweek’s Most Loved Workplaces in the UK, we prioritise collaboration, innovation, and exceptional service delivery.

Reporting to the Chief Executive, we are now seeking an exceptional leader to take on the role of Chief Customer Officer, driving meaningful relationships with our customers while enhancing how we communicate with them. This pivotal role combines strategic account management with a flair for impactful communications. You will ensure our clients receive an outstanding service experience while leading how Delt tells its story to our customers.

Key Responsibilities:

Client Relationship Management

1. Serve as the Single Responsible Owner (SRO) for customer relationships, acting as the primary point of contact for senior stakeholders and decision-makers.
2. Build and strengthen partnerships with key stakeholders within client organisations, ensuring alignment with their strategic goals. This will include managing relationships with political leaders.
3. Advocate for customers within Delt, balancing their needs with our organisational priorities.
4. Chair the account management and communications teams, ensuring cohesive and effective service delivery.
5. Gain a thorough understanding of client organisations’ strategic objectives and how Delt’s services support these goals.
6. Drive customer-centric initiatives that enhance client satisfaction, loyalty, and retention.
7. Support Delt’s growth by ensuring services meet contractual and operational expectations.
8. Regularly evaluate and refine account management processes to ensure continuous improvement.

Strategic Communications

1. Further develop and execute on the Delt Communications Strategy Lead to enhance Delt’s reputation and influence among existing clients.
2. Ensure consistent and impactful messaging across all communication channels, acting as a custodian of Delt’s brand.
3. Collaborate with the Senior Leadership Team (SLT) to align communication initiatives with strategic priorities.
4. Take ownership of all Delt public relations channels including website, print material and social media, delivering content aligned with our communications strategy.
5. Oversee monitoring and interpretation of broadcast, print, trade and social media for issues of consequence to the company.
6. Support project managers in the communications activities related to new services or new customer onboarding.

About You:

Essential Skills and Experience

Proven experience in a senior client relationship management, account management, or communications leadership role likely honed by working in senior roles within the public and private sectors in which stakeholder/customer relations and board-level exposure have been commonplace.

1. Experience working with or within public sector organisations.
2. Demonstrated ability to engage, influence, and build trust with senior executives and stakeholders.
3. Strong strategic and analytical thinking, with a hands-on approach to execution.
4. Exceptional communication skills, including the ability to craft and deliver compelling narratives for diverse audiences.
5. A customer-focused mindset with a passion for delivering exceptional service.
6. Team leadership skills and the critical ability to influence those you do not directly manage.
7. A willingness to spend the majority of working time at customer sites. A normal week would probably be one day at a Delt office, one day at home and 3 days at customer sites.
8. Specific and detailed knowledge of public administration and the local and national political environment in which Delt operates would be highly desirable, as would previous experience working within an IT organisation.

Attributes

1. Leadership: A collaborative leader who inspires confidence and motivates teams to deliver excellence.
2. Problem-solving: Adept at identifying challenges and implementing practical, effective solutions.
3. Relationship-building: Naturally skilled at establishing rapport and building trust with a wide range of stakeholders.
4. Adaptability: Comfortable managing competing priorities in a fast-paced environment.
5. Integrity: Delt is a values-based organisation focussed on helping public interest organisations do amazing things. What we do really matters, so trust and honesty trump ego.

Why Join Us?

At Delt, we’re committed to creating a workplace where everyone feels valued and empowered to make a difference. Aside from a generous holiday allowance, flexible working, and an up to 10% matched pension contribution, we also offer:

1. A supportive and inclusive company culture.
2. Opportunities for personal and professional growth.
3. The chance to work on meaningful projects that benefit our clients and communities.

Application Process

Post will remain open until filled, the right person being more important than a timetable.

Candidates should expect an informal interview by phone or Microsoft Teams which if successful will be followed by two face to face interviews conducted consecutively, one with our leadership team and one with a panel of Delt staff.

To Apply for this vacancy please send your CV and cover letter to [e-mail]

If you are experiencing any difficulties please do not hesitate to contact us on the same email address as above.

Delt Shared Services Ltd. is the premier shared services provider in the South West of England.