• Full Time
  • UK

Location: Flexible, travel required

Are you an inclusive leader who excels at coaching and fostering great performance with diverse virtual teams? Can you develop the capability and entrepreneurial spirit in our account teams so we move our business to encompass the new digital services? Do you want to shape your world and change the way the world works? Do you want to collaborate with committed people to grow the business and achieve targets for Customer Experience, Operational and Financial performance in both new and current accounts? This is your world and your opportunity to shape it for the better.

Shape your world

We are looking for a Head of Customer Service Management to be responsible for delivering and achieving in-contract growth and profit improvement targets for all accounts within the Retail & Hospitality Sub-Sector as well as driving improvements in Customer Experience. Your role will involve:

  • Growing the business to achieve framework targets for operational, financial and customer satisfaction performance in both new and current accounts by working collaboratively with the Sales and Customer/Account Management communities
  • Being responsible for managing contract lifecycle and owning overall risk and commercial liabilities for all accounts within the Retail & Hospitality sub-sector
  • Being accountable for driving improvement on agreed customer satisfaction and managing customer escalation process for accounts within the designated Sub-Sector
  • Being accountable for Service and Project Delivery across all areas of contract base within the Retail & Hospitality Sub-Sector – including any major transition and transformation programs
  • Driving a Continuous Improvement program for the business
  • Working with the Delivery Executives and Client Executives to ensure that account teams are driving Strategic Thinking, Digital Provocations and Innovations to customers in the Sector.
  • This is an exciting role as it is leading the customer facing end of our business for a sector of Fujitsu‘s largest business in Northern & Western Europe (NWE) creating the culture that delivers the benefits of the NWE and Global Delivery transformation into our customer accounts. Working with Account teams and customers to enable real transformation and business results for our customers is a really satisfying part of the role. 

    Your experience

  • Customer relationships and sales experience on CXO level
  • Senior leadership skills gained from a cross-cultural and matrixed business environment
  • Experience of delivering high complexity projects and services to customers
  • Proven experience with an internationally recognized IT Corporation
  • Significant commercial and negotiating skills, entrepreneurial spirit
  • Experience of providing leadership and governance of projects/programmes and ongoing services ensuring that the company is meeting its contractual obligations
  • Knowledge of Service Management and service delivery techniques
  • Knowledge of Project Management and project governance techniques
  • Knowledge in R&H ?
  • Shape your world and achieve together

    We want the best people on our team, so we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities. The role may demand some travel and flexibility to meet clients and to drive performance, within a culture of respect for professional and private commitments. We are committed to equality of opportunity for all. If you want to work alongside people with different ideas, in an inclusive business, that will welcome you and support you, come and co-create the future at Fujitsu.

    Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role, and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.


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