EMEA Disclosure Services Lead (interim / maternity cover)

CDP; Berlin; Hybrid; EUR 74.000 - 94.000; Vollzeit

Zusammenfassung

A global non-profit organization is seeking an EMEA Disclosure Services Lead to lead a team focused on customer success related to environmental disclosures. The role involves managing customer relationships, ensuring high-quality service delivery, and developing team capabilities. Candidates should have proven leadership experience and a strong understanding of environmental frameworks. This hybrid position requires candidates to live near Berlin or London.

Qualifikationen

• Proven leadership experience in customer success or related field.
• Strong understanding of regional environmental disclosure trends.
• Demonstrated ability to manage distributed teams effectively.

Aufgaben

• Lead a team of Customer Success Account Managers in the EMEA region.
• Ensure high-quality delivery of disclosure services to customers.
• Develop team expertise related to environmental disclosure.

Kenntnisse

Leadership experience in customer success

Understanding of environmental disclosure

Communication skills

Analytical and problem-solving abilities

Collaboration skills

Jobbeschreibung

Overview

Title: EMEA Disclosure Services Lead (interim / maternity)

Location: Berlin or London

Salary: €74,608 – €93,260 and £53,629 – £67,036

CDP is a global non-profit that runs the world’s only independent environmental disclosure system. As the founder of environmental reporting, we believe in transparency and the power of data to drive change. We partner with leaders in enterprise, capital, policy and science to surface information that enables Earth-positive decisions. In 2024, we helped more than 24,800 companies and almost 1,000 cities, states and regions disclose their environmental impacts. Financial institutions with more than a quarter of the world’s institutional assets use CDP data to inform investment and lending decisions. Our team is global, united by a shared desire to balance people, planet and profit. Visit cdp.net or follow us @CDP to learn more.

About the Team

CDP’s Customer Success function is responsible for the customer experience from onboarding to delivering a seamless customer journey. It ensures customer delight and retention by guiding customers through the full utilization of CDP products, while coordinating with Sales, Marketing & Communications (M&C) and Product to support the customer journey and input the voice of the customer into product development.

The Disclosure team plays a critical role in ensuring discloser customer success by engaging and supporting confirmed discloser customers, including enhanced disclosure support to Reporter Servicemembers and ASPs.

About this role

The EMEA Disclosure Services Lead (interim / maternity cover) is a key people-manager role responsible for leading a regional team focused on servicing a limited portfolio of Reporter Services members from the point of sale. The role will oversee a team of (Senior) Customer Success Account Managers dedicated to ensuring customer satisfaction through the delivery of contracted products and services and expertise in environmental disclosure and CDP’s questionnaires. The EMEA Disclosure Services Lead will work closely with the Global Director of Disclosure to ensure a cohesive strategy to service Reporter Services members.

What you will do

• Leadership and Team Management:
  • Lead and manage a regional team of (Senior) Customer Success Account Managers servicing members of CDP’s Reporter Services program.
  • Foster a collaborative, high-performing environment with knowledge sharing, skill development, and best practices in high-touch customer engagement.
  • Allocate resources to ensure delivery of contracted services to Reporter Services members.
  • Develop team expertise in customer needs, objectives, and challenges related to environmental disclosure and CDP questionnaires.
  • Provide ongoing training to build team capabilities.
• Customer Engagement and Retention:
  • Ensure timely, high-quality delivery of Reporter Services and enhanced disclosure engagement within the region, meeting SLAs for response time and product delivery.
  • Maintain and improve regional customer retention, minimizing Reporter Services churn while achieving Net Promoter Score (NPS) goals.
  • Ensure services adhere to defined scopes to avoid under- or over-delivery.
  • Collaborate with Sales and Relationship Management to support renewals and referrals and ensure a positive customer experience.
  • Serve as escalation point for complex issues, driving timely resolutions.
• Service Delivery and Support:
  • Steer onboarding of new customers for a smooth transition.
  • Ensure timely, accurate delivery of disclosure services associated with purchased membership/product, adhering to SLAs and contract terms.
  • Monitor engagement and identify opportunities to enhance value.
  • Provide regular progress updates to the Director of Disclosure.
• Resource Efficiency:
  • Identify and implement regional resource efficiencies to streamline operations and reduce silos.
  • Regularly assess workflows to ensure optimal use of resources aligned with goals.
• Direct Reports: Manages a team of Disclosure Services Customer Success Account Managers within the designated region.
• Key Internal Stakeholders: Director of Disclosure, EMEA Engagement Lead, and teams in Product, Technology, Marketing & Communications, and Business Development.
• External Stakeholders: Reporter Services customers and Accredited Solutions Providers.

We’re looking for

• Proven leadership experience in customer success, program delivery, or a related field, ideally with regional responsibility.
• Strong understanding of environmental disclosure frameworks and regional trends.
• Demonstrated ability to manage and develop distributed sub-regional teams with a focus on performance, retention, and professional development.
• Exceptional collaboration and communication skills, with the ability to influence cross-functional stakeholders within the region.
• Track record of achieving measurable outcomes in customer retention, satisfaction, and program delivery within a regional context.
• Strategic thinker with strong analytical and problem-solving abilities, capable of applying global strategies at a regional level.

Before you apply

We’ll only use the information you provide to process your application. For details on how we use your information, see our applicant privacy notice. By uploading your CV and covering letter, you permit CDP to use the information you have provided for recruitment purposes.

This is a hybrid role; candidates must live within a commutable distance of the London or Berlin office and be comfortable with 2 days in the office per week.

The salary banding for this role is €74,608 – €93,260 and £53,629 – £67,036.

How to apply

Please upload your CV in English via the application form.