Director of Customer Delivery
The Director of Customer Delivery role is accountable for successful management of Entsia’s customer portfolio, driving the pipeline of work, resulting in the success and profitability of the deliveries. This role will manage and scale a team of Delivery Managers to drive successful project deliveries and customer experiences, on time, on budget and exceeding expectations. The role provides lifelong customer support and the growth of Entsia’s customers. This requires effective and seamless collaboration across Development, Professional Services and Operations teams.
The Director of Customer Delivery is accountable for maintaining and enhancing the customer relationships from pre-sales, go live activities through to ongoing managed support. Furthermore, the position has accountability for the delivery methodology, its implementation and ongoing improvement in line with best practice and Entsia’s needs.
The Director of Customer Delivery is a critical component of Entsia’s leadership team, ensuring collaboration and liaison with the other pillars of Delivery to drive the business growth and solidify Entsia’s position as a market leader of integrated insurance distribution solutions.
Responsibilities
The role includes the following responsibilities:
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Provide an active and approachable leadership capacity with accountability for development of Entsia teams and achieving our goals.
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Ensure the ongoing profitability of each customer account and the delivery management function.
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Holistic management of the portfolio performance and financial profitability in line with Entsia’s strategic growth objectives.
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Transparent governance and oversight into portfolio performance, enabling informed decision-making and continuous improvement.
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Ensures proactive risk management strategies that assure project success.
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Ensure consistently high customer satisfaction and retention, which increase and consolidate Entsia’s brand reputation within the industry.
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Own and grow the customer relationships, acting as the Single Point of contact (SPOC) for escalations and key resolver for all issues raised from project deliveries.
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Develop and manage strategic plans for revenue growth and cost management initiatives.
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Continual development of high performing project delivery teams and grow the next generation of leaders.
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Demonstrable ability to identify market changes and make informed strategic decisions, enhancing Entsia's competitive edge.
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Embracing ongoing leadership development.
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Continuous development and enforcement of comprehensive quality assurance frameworks to ensure all deliverables exceed the highest standards of excellence.
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Comply with company policies and procedures on the handling of personal data, data confidentiality and information security.
Skills and Experience
The role requires the following skills and experience:
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Subject Matter Expert (SME) in Portfolio Management, methodology and process, driving continuous improvement.
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Exceptional customer management skills and the ability to navigate all levels, resolve disputes, identify growth opportunities, whilst solidifying the relationship.
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Exceptional teambuilding and management skills with a demonstrable track record for growth, financial management, and headcount.
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Excellent leadership and interpersonal skills supported by written and oral presentation skills.
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Ability to think and execute at a strategical and tactical level where required.
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Financial governance and ability to managing and report on division level budgets.
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Active contributor to Marketing activities when required.
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Demonstrate self-awareness and a willingness to learn and grow whilst demonstrating Entsia’s core values.
We offer hybrid working (50% wfh and 50% in the office on Bridge street CBD).