Interim Head of Customer Service for a Member-Owned B2B Organization

For our client, we are seeking a Manager with responsibility for customer / member service. The organization has established a strong niche within its advisory services, which in recent years has seen increasing demand. The organization is experiencing strong growth, as the advisory areas continue to evolve and the need for handling member companies’ data and reporting to various authorities is increasing. This results in a significantly higher level of service to existing members as well as a strong inflow of new members.

The incoming Interim Head of Customer Service will have personnel responsibility for currently 6 employees, will be part of the company’s management team, and will report directly to the CEO.

The role does not require deep prior subject-matter expertise in products or advisory areas, as this can be learned. However, leadership experience from customer service functions and possibly member-based organizations is a strong advantage.

Responsibilities and Tasks

• Lead the team and ensure strong engagement and positive energy

• Ensure high quality in the service delivered to members

• Ensure continuous knowledge updates for employees as new advisory areas are introduced and new members are onboarded

• Contribute to optimization of processes, structures, and workflows

• Act as a dialogue partner to external stakeholders

• Take on the coordinator role for customer service across the organization, including collaboration with subject-matter managers, IT, and analytics

• Actively participate in the daily servicing of members

Personality and Profile

• Strong people skills and leadership capabilities

• Able to communicate smoothly with all types of people

• A visible leader who leads from the front, also when challenges arise

• Believes that responsibility and integrity are the foundation for strong results

• Approachable and helpful, and uses these qualities proactively

• Hands-on approach and actively involved in daily task execution together with the team

Contact

To be considered for this assignment, please click Apply now. We screen, evaluate and interview candidates on an ongoing basis.

Christian Hvashøj

P: +45 26839938

E: chs@nexttandmason.com