Interim Transformation Director - Customer Service Management

Interim Transformation Director - Customer Service Management

Engagement Type: Interim (with a potential option for a permanent role)

Start Date: Immediate

About the Role:

Our client is urgently seeking a proactive and high-energy Interim Head of Customer Service Management to lead a critical transformation in its customer service function. With over 30 years of legacy operations, this role is pivotal in modernising processes, improving data analytics, and driving process excellence across nine locations.

The role focuses on delivering a modern, efficient, and customer-centric contact center operation while fostering a cultural shift within the organisation.

Key Responsibilities:

1. Lead the transformation of their customer service operations, bringing a fresh, modern perspective to contact center management.
2. Collaborate with the Head of Customer Service to define and implement end-to-end customer journey strategies.
3. Leverage the implementation of SAP CRM to drive process reengineering and analytics-led decision-making.
4. Develop and execute capacity planning, process definitions, and data analytics frameworks to enhance operational excellence.
5. Actively drive change management by engaging with teams at all levels to shift organisational mindsets and embed modern practices.
6. Produce tangible results through KPI delivery, ensuring the business meets and exceeds operational and strategic goals.
7. Work closely with sales and customer service teams to implement automatic order entry and restructure the organisation to support streamlined processes.
8. Cultivate a culture of accountability, innovation, and collaboration, aligning with future-focused business objectives.

Key Requirements:

1. Experience: Demonstrated expertise in leading transformation initiatives within customer service or contact center environments, with a strong focus on process improvement and data analytics.
2. Industry Background: B2B experience is preferred but not essential.
3. CRM Knowledge: Familiarity with modern CRM systems like SAP CRM, with the ability to utilise insights but not as a technical implementor.
4. Skills: Broad understanding of modern customer management, data-driven decision-making, and the ability to deliver end-to-end customer service strategies.
5. Attributes: High-energy, proactive, future-focused leader with a proven track record in delivering cultural and operational change. Hands-on and results-oriented.

This is a transformation role in every sense—a unique opportunity to modernise a well-established customer service function and make a lasting impact. You’ll work alongside a forward-thinking executive team and lead a dynamic process that combines strategy, analytics, and team engagement.

If you are ready to take on a challenge that combines leadership, cultural change, and operational excellence, we encourage you to apply!

Seniority Level

Director

Employment Type

Contract

Job Function

Customer Service, Consulting, and Management

Industries

Manufacturing and Wood Product Manufacturing