Contract: 6 months
Day Rate: £700 per day - (Outside IR35)

Digitech are partnered with an exciting technology company in the energy market, who are undergoing a significant transformation to modernise and scale its customer operations. As part of this journey, they are upgrading and expanding their Salesforce Service Cloud capability to meet the demands of a rapidly growing and diversified product portfolio.

Historically focused on smart hardware devices, the company has expanded into offering a broad range of data-driven software solutions for the energy sectors. These solutions span B2B, B2C and B2B2C markets and European market expansion.

This diversification has fundamentally changed the support model, requiring a transformational approach to customer operations.

Key Responsibilities

Leadership: Take ownership of the Customer Operations function, leading and developing the team during a period of change and scaling.
Salesforce Expertise: Act as the in-house Salesforce Service Cloud expert, ensuring the platform is optimised and Embedded effectively across customer operations.
Transformation: Drive the migration from manual, unscalable processes to a streamlined, technology-enabled operating model.
Collaboration: Work alongside the outgoing Head of Customer Operations (remaining in the business) to ensure a smooth transition.
Partner Management: Collaborate with a Certified Salesforce Partner to deliver the technical aspects of the transformation.
Customer Journey: Oversee and improve all customer support operations, including ticket management, issue resolution, and escalation processes.
Operational Oversight: Manage wider operational responsibilities, including logistics and the final mile delivery of products to both consumers and businesses.
Scalability: Ensure the customer operations model can support future business growth across multiple markets and product lines.

Requirements

Proven track record leading customer operations or support functions within scaling businesses.
Deep expertise in Salesforce Service Cloud, with hands-on knowledge of its full functionality and best practice application.
Experience driving transformational change within customer operations.
Strong background in customer support, logistics, and operational delivery.
Excellent leadership and stakeholder management skills, capable of aligning teams and partners through change.
Ability to manage the complexities of multi-market operations (B2B, B2C, B2B2C).

Digitech Resourcing

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