Head of Customer Care UK & Ireland

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Head of Customer Care UK & Ireland

Schneider Electric has an exciting opportunity to join our team as the Head of Customer Care, reporting directly into the VP, Customer Operations UK & Ireland. We are seeking an experienced leader with a proven track record in leading, managing, and motivating high performing teams and who has a passion for people development, and continually improving customer experience. You work well cross functionally, locally, and globally building trusted partnerships across the business. You enjoy developing and executing strategies to meet our goals in a fast-paced environment.

In this role, you will be responsible to manage multiple teams across our customer journey including Order Management, Pre and Post Sales, Key Account Support and Technical Support. You can create an engaging working environment where the team are able to perform at their best. You collaborate well with others to continually improve customer experience and evolve the business.

Responsibilities:

• Develop and implement customer care strategies, technologies, and initiatives to enhance customer satisfaction and loyalty, you will work with both local and global teams.
• Lead and manage the various customer support teams, providing guidance, support, and performance management to leaders and their teams.
• Communicating goals so that all employees understand their role, fostering a culture of accountability, collaboration, and high performance.
• Ensure coaching & development activities are taking place at a regular frequency.
• Oversee the resolution of customer inquiries, complaints, and escalations, ensuring timely and effective solutions, including partnering closely with commercial and logistical teams.
• Develop and deploy operational plans to provide and promote an omnichannel service experience (Phone, Email, Chat etc.).
• Implement global & local processes, policies, guidelines, and tools to improve customer care operations efficiency through all media channels.
• Monitor & manage customer flows, interactions, and service levels to ensure an effortless customer experience.
• Collaborate with cross-functional teams to improve processes and systems that impact customer care and experience.
• Create a collaborative environment, developing working relationships with key stakeholders across the zone (Finance, Marketing, Pricing, Supply Chain, Commercial etc.) actively participating in changes to commercial policy, commercial product returns, and procedural changes to provide excellence in customer service.
• Analyse customer care performance metrics and implement improvements to drive operational efficiency and service quality.
• Prepare reports & performance data to present to VP & key zone stakeholders.
• Provide thought leadership and strategic thinking to evolve the business.
• Be a customer advocate, clearly articulate the benefits of adopting new ways of working both for the customer and Schneider Electric.
• Stay abreast of industry trends and best practices.

Person requirements and considerations:

• Significant experience within a similar role, strong business acumen, can connect the dots cross-functionally and achieve results.
• Bachelor's degree in a related field desired but not essential.
• Proven experience in a senior services management role, demonstrating leadership and strategic thinking.
• Strong understanding of customer relationship management systems and customer care technologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Experienced in working with all levels across the organisation, including executive leadership, can adjust style and build internal relationships as a trusted partner.
• Ability to analyse data and draw actionable insights to improve customer care operations.
• Demonstrated ability to develop and mentor high-performing teams.
• Ability to manage multiple priorities in a fast-paced environment.

Key Performance Indicators

• Meeting or exceeding key performance indicators/metrics.
• Employee Engagement.
• Customer Satisfaction Improvement.
• Linkage to successful business growth metrics.
• Strong stakeholder engagement and satisfaction.

What we offer:

• You can look forward to growing your career in a dynamic workplace with significant personal responsibility and flexible working models to ensure the right work/life balance.
• We aim to be recognized internally and externally as the place to build a career with diversity of job opportunities, and world-class development and learning. Development at Schneider means unleashing potential to enable better performance.
• A company culture that encourages high performance and collaboration
• An attractive compensation package including the comprehensive fringe benefits expected of an international company.
• We are an employer that is characterized by both the appreciation and equal opportunities of our employees, a recipe for generating success.
• Every day, we empower employees to achieve more and experience exciting careers. Find out how our values and unique position make Schneider Electric the employer of choice - apply now online.
• Diversity is our heritage and our future. Be a part of it.
  At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture, and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.
• We are open to a conversation about flexible working.

Let us learn about you! Apply today.

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in empowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your Meaningful, Inclusive and Empowered career at Schneider Electric.

€34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.