Head of Customer Services

Company Description

For over 20 years, abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.

We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.

Job Description

As we continue to grow, we continue to strive to delight our customers even more. Abcam Customer Mission Operations (CMO) has an aspirational strategy supporting a bold transformation agenda.  A critical development in the organisation is the creation of regional customer service leaders operating seamlessly within in a global operation. This role will lead a group of managers and their teams across the US to deliver Abcam’s world class customer service offering across multiple customer touchpoints: core customer service, order management, order processing and sales support. 

You will be based in our main US office in Waltham, MA, with some travel to our site in Oregon and possibly to the UK. You will be the face of CMO in the US so this is a high profile role. We are looking for leaders to inspire people and who rise to the challenge to solve problems. You’ll need a passion for continuous improvement, be a first-class communicator and enjoy developing your team to achieve outstanding performance.

Roles and Responsibilities: 

• Lead your management team to deliver the CMO and Abcam mission objectives, supporting the drive to FY24 performance (revenue, ROCE) and customer experience (NPs/tNPS)   
• Lead your employee engagement, championing the Abcam philosophy and ensuring that employee engagement is treated with equal weight to customer engagement.
• Work as Regional (US) lead for CMO with both hard and dotted line reports for the wider team – working in partnership with regional Sales & Marketing Leadership teams
• Represent CMO in the US with regular communication with the Executive Leadership Team based in Waltham.
• Accountable regionally to ensure the effective delivery of all Customer Service activities including, service incidents, call handling, complaint handling, 2nd line Order Processing,  and resolving all non-technical customer service issues.  
• Ensure key KPIs are achieved both at individual and team level (tNPS, response rate, accuracy, first time resolution)
• Ensure that Operating expenses in region remain within budget and support annual financial planning.  
• Coach and support team members to outstanding performance; regular ongoing feedback, development conversations
• Play an active role in the Customer Service Leadership team, identifying areas of improvement and proactive about making changes.
• Lead and manage projects that support the overall company strategy and improve customer experience
• Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication and teamwork

Qualifications

You are passionate about delivering outstanding Customer Service and an inspirational people manager able to coach, mentor and transform the next generation of future leaders. You have previous leadership experience managing managers and multi-disciplined teams of at least 25 FTE. Your approach is focused on great outcomes for customers with the understanding that customer satisfaction (NPS) is a key indicator of long term business success. 

You have the ability to spot opportunities for improvement and act on them along with the creativity to solve business challenges both tactically and strategically. You are a team player with the ability to build rapport with multiple teams with a focus on engagement and its impact on performance. You have a cultural awareness both internally and externally to adapt to your audience along with the ability to multitask, prioritize and meet deadlines. If this sounds like you, apply now

Additional Information

We know that when it comes to benefits, no one size fits all. Flexibility and choice matter which is why in addition to market competitive salaries, we offer you a flexible benefits package which is tailored to your unique needs and support your financial, physical and emotional wellbeing. This includes our award-winning share scheme, 18 weeks fully paid maternity leave, 6 weeks fully paid paternity leave as well as highly flexible working and much more. Besides, your development will be integral to your experience here. You will grow alongside other talented minds, in ways you may often find unexpected.

When people come together, incredible