Head Of Customer Excellence - 12 Month FTC

Mitsubishi Electric; Hatfield; On-site; GBP 140,000 - 150,000; Full time

Job summary

A leading company seeks a Head of Customer Excellence to enhance customer relationships and drive sales of residential heat pumps. This pivotal role involves developing loyalty programs and a self-serve platform, ensuring a seamless customer experience.

Benefits

Generous annual leave allowance - 25 days per year

Flexible Working options

Pension

Life Assurance

Private Medical and Dental Insurance

Employee Assistance Programme

Qualifications

• Minimum 5-7 years of experience in customer service or operations.
• Experience managing customer experience programs in residential or energy-efficiency market.

Responsibilities

• Lead initiatives to enhance customer relationships and drive sales.
• Develop and implement customer loyalty programs.
• Chair the Customer Excellence Strategic Group.

Skills

Customer Satisfaction

Customer Loyalty

Sales Growth

Communication

Project Management

Education

Bachelor’s degree in Business Administration

Master's degree (MBA or MSc)

Job description

Head Of Customer Excellence - 12 Month FTC

Head Of Customer Excellence - 12 Month FTC

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We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow"

Role summary:

The Head of Customer Excellence main focus is to lead our initiatives in enhancing customer relationships and driving sales of residential heat pump and service offerings.

This role will be pivotal in developing and implementing customer loyalty programs, reimagining our service model, and promoting an on-demand subcontract labour framework akin to an Uber-style platform for Heat Pump Service, installation and additional remedial works. Customer retention needs to be at the heart of our sales and marketing strategy, we have a varied customer base from direct trading installer, distributors, service providers and consumers as well in direct influencing customers such has house builders and social housing providers.

We need to create a self-serve software platform that measures and promotes customer loyalty to our services. Our mission is to create a seamless customer experience that fosters loyalty through quality products and services. The additional function to your role will be to chair the Customer Excellence Strategic Group. This Group will meet monthly to discuss key strategic projects.

Proposed initiatives will be progressed and presented to the SMT for approval and progress updates. Each Strategic Group will be chaired by an SMT Member, who will include/invite all relevant LES Members to participate in their Strategic Group.

Skills/Responsibilities:

• Achieving high levels of customer satisfaction (measured through surveys, Net Promoter Scores, and other feedback mechanisms) for both installers, distributors, house builders, and
• Increase retention rates for installers, distributors, house builders, and consumers by ensuring the ongoing satisfaction with heat pump products and services.
• Strengthening customer loyalty through continuous support, high-quality service, and proactive communication, leading to repeat business and positive recommendations.
• Driving sales growth by providing a superior customer experience during the purchasing process, leading to an increase in the volume of residential heat pump sales to installers, distributors, and house builders.
• Improving conversion rates by refining the sales process, providing tailored customer support, and ensuring the sales team has the tools and training to meet customer needs effectively.
• Developing targeted strategies for installers, distributors, and house builders, addressing their unique needs and pain points to increase sales and market penetration.
• Increasing sales by offering complementary products and services (e.g., maintenance packages, extended warranties) to installers, distributors, and house builders, while ensuring customer value is maintained.
• Ensuring a seamless and efficient experience for all customer segments (installers, distributors, house builders, consumers) from initial inquiry through purchase and after-sales service.#
• Developing and implementing comprehensive onboarding programs for installers, distributors, and house builders to ensure they fully understand the products and can offer optimal installation and customer service.
• Establishing an effective feedback mechanism to continuously gather insights from installers, distributors, house builders, and consumers to improve the sales process, product offerings, and service quality.
• Implementing systems for automating order processing, customer service workflows, and communication, improving efficiency and responsiveness.
• Driving growth in service-related revenue through upselling maintenance packages, warranties, and ongoing service contracts to consumers.
• Ensuring high standards of service quality, with clear communication channels, quick response times for service requests, and satisfaction with repair and maintenance work.
• Increasing the renewal rates of service and maintenance contracts through excellent customer service and engagement.
• Implementing proactive maintenance programs to reduce service call frequency and improve product performance, thus enhancing customer satisfaction and minimizing downtime.

Experience:

• Minimum 5-7 years of experience in customer service or operations within the B2C, HVAC, energy, or residential construction sectors.
• Demonstrated experience in managing or overseeing customer experience or customer excellence programs, ideally within the residential or energy-efficiency market.
• Experience working with heat pump systems, renewable energy solutions, or smart home technologies is highly advantageous.
• Proven track record in managing a customer service or operations team, ideally with a focus on driving performance, quality, and innovation.
• Experience in managing projects that enhance customer experience or improve operational efficiencies, such as implementing new customer service platforms, introducing feedback mechanisms, or launching training programs.
• Experience designing and implementing customer satisfaction surveys, analyzing feedback, and creating actionable insights to drive service improvements.
• Experience working cross-functionally with sales teams to align customer needs with business goals, improving both service delivery and customer acquisition strategies.
• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field. A Master's degree (MBA or MSc) in Business, Engineering, or a related discipline can be a plus.
• Certifications related to customer service or project management (e.g., Certified Customer Experience Professional (CCEP), Six Sigma, or Project Management Professional (PMP)) can enhance credibility.
• Technical certifications in HVAC (heating, ventilation, and air conditioning) or energy-efficient systems could be beneficial.
• Training in Sustainability: Understanding of energy-efficient systems, renewable technologies, and sustainability practices would be an advantage.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity

We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and supported. We welcome applications from people of all backgrounds and experiences. All employment is decided on the basis of qualifications, merit, and business need.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Manufacturing, Engineering, and Customer Service

• Industries

  Manufacturing, HVAC and Refrigeration Equipment Manufacturing, and Engineering Services

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