Customer Services Director

VOTRE MISSION
Ensure that NWC succeeds in its transformation into a more ‘customer-focused’ organization and is responsible for the development and implementation of the Customer Services Management Plan and related Enabling Projects.
Improve all customer-related processes:
Ensure customer database quality and completion. Review and improve all customer-related procedures, internal and external, from meter installation to bill recovery. Review and improve existing Customer Service procedures and the Customer Contact Center, including systems, processes and training programs, and define additional needs.

Prepare the CRM strategy, identify customer-related business issues and implement solutions through specific action plans.

Assess the need for a customer charter; develop if needed.
Collaborate with other departments to develop and implement intra-company systems and technology such as GIS, Workflow Management and Call Centre. Advice and recommend on tariff structures for service levels, connections, availability charges. Work with relevant Experts and NWC Departments to manage reduction in commercial NRW. In coordination with several departments, contribute to the implementation of Enabling Projects and other projects. Define the training and technical assistance needs for NWC staff in these fields, work closely with HR and the technical teams to provide these. Monitor, measure and report on the results. Ensure a smooth transition in the beginning of the contract in his/her areas of responsibility. Support the definition on H&S procedures and action plan and ensure they are implemented. Lead the implementation of new management processes and tools Maintain good relations with NWC operation employees

VOTRE PROFIL

BSc Engineering Degree or Business school
Senior Expert with 10 years of proven and recognized experience in all the components of customer services from metering to debt recovery, including customer care and commercial non-revenue water.
Total experience:15 years
Management experience related to this position: 10 years
Water industry experience: 5 years