Strategic Customer Support Manager
What you will do:
ShopperTrak, part of Johnson Controls, empowers retailers and shopping centres worldwide to optimise the shopping experience and improve profitability through data-driven insights. We have enabled thousands of retailers and shopping centres worldwide to increase revenue and profitability, by providing them with multi-dimensional data for clear cut decisions so they can uncover extraordinary insight to increase profitability.
Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising. Our insights support retail benchmarking between stores and sites.
As the Strategic Support Manager you will support the increasing demands around service delivery by providing ShopperTrak’s key customers an outstanding level of service on across the EMEA amp; APAC regions. One major deliverable of this role will be the production and distribution of detailed service delivery reports, using reporting tools. This will therefore ensure that the ShopperTrak Operations team is able to focus on project deliveries and support case resolution. Please note that this role is home based with travel expected up to two days a week.
How will you do it:
•You will develop, monitor, update, communicate and implement plans for service delivery to ShopperTrak's strategically significant customers.
•Identify specific issues and opportunities for process improvement challenging existing methods and processes where appropriate.
•Act as the principle point of contact within the Operations team for receiving and responding to any strategic customer concerns.
•Represent the Operations team at strategic customer service review meetings.
•Mitigate against failure to comply with customer SLAs to avoid potential financial repercussions.
•Utilise ShopperTrak's core business systems and reporting tools to provide internal and external visibility of service performance, and reports to senior management.
•Collaborates with internal colleagues, customers and 3rd party suppliers in the delivery of service.
What we look for:
•Practical experience of dealing with customers at senior level.
•Retail industry experience preferred – at the store or corporate level.
•Exceptional oral and written communication skills, including presentation skills.
•High degree of critical thinking skills.
•Ambitious, able to work independently, able to organize workload efficiently.
•Results-drive with excellent follow-through.
•Proven sense of urgency in competing daily tasks and meeting deliverables.
Job Field Operations
Primary Location GB-West Midlands-Solihull
Organization Bldg Technologies Solutions