145 Customer Strategy jobs in the United Kingdom
Chief Client Officer
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Director, Corporate Business Development & Strategy
Posted 10 days ago
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L3Harris Technologies is the Trusted Disruptor in the defense industry. With customers' mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.
Job Title: Director, Business and Development
Business Card Title: Director, Corporate UK Business Development and Strategy
Job Code: BDM7
Job Location: L3Harris UK Corporate Office, London
Job Description:
This senior-level role is responsible for leading business development, sales, and strategic growth initiatives for L3Harris across the United Kingdom. As a key member of the Corporate International Government and Customer Relations team, the role focuses on identifying new market opportunities, managing strategic partnerships, and shaping corporate strategy to position L3Harris as a leader in the aerospace and defence sector. It requires close collaboration with senior leadership, UK government agencies, and industry partners to ensure alignment with customer needs, regulatory requirements, and evolving market trends.
Responsibilities:
· Lead new business development and growth initiatives for L3Harris in the United Kingdom.
· Partner with UK business segment and sector leadership, and landed businesses, to grow market share and support all business development and sales activities in line with Annual Operating Plans (AOP) and strategic objectives.
· Represent L3Harris with senior officials from MoD, GCHQ, other UK government agencies, and Members of Parliament demonstrating in-depth knowledge of L3Harris' portfolios and capabilities.
· Develop and implement strategies to expand the UK customer base, driving profitable growth in line with company vision and business plans.
· Collaborate across the Corporate International team to align global best practices with UK market objectives.
· Enable regional business unit annual bookings, sales targets, and pipeline development goals.
· Serve as the 'voice of the customer' to inform future product and technology roadmaps.
· Demonstrate L3Harris values of Excellence, Integrity, and Respect.
· Establish and maintain KPIs to continuously improve business development processes and outcomes.
Essential Requirements:
· Bachelor's degree with a minimum of 15 years, or graduate degree with at least 13 years of experience in business development and growth within the defence and security sectors.
· Proven experience engaging with international customers and navigating diverse business cultures.
· Deep understanding of UK defence and security customer requirements and user needs related to the L3Harris portfolio.
· Market-driven mindset with strong skills in market assessment, competitive analysis, and relationship development.
· Demonstrated success in designing and executing winning business development campaigns, capture plans, and complex sales closures.
· Ability and willingness to travel within the UK and internationally as needed.
· Established network of customer and industry contacts across all relevant UK defence domains.
· In-depth knowledge of UK capability acquisition programmes and associated procurement processes.
· Strong presence, negotiation skills, and executive-level communication abilities.
· Extensive experience working with UK Government, MoD, GCHQ, and related agencies, with up-to-date knowledge of UK defence sector priorities and procurement strategies.
L3Harris Technologies is proud to be an Equal Opportunity Employer. We are committed to maintaining a workplace that is free from unlawful discrimination and offers equal opportunities for all. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
Customer Engagement Executive
Posted 8 days ago
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Job Description
Please Note Office Job Title Will Be: Customer Engagement Executive
Location: Shoreham-by-sea (BN43 6PA)
Salary - £25,000 + Commission OTE £5k- 5k
Ready to shape the future of business technology while earning industry-leading commissions?
Key Benefits:
- Uncapped Commission: Industry-leading structure with high % share of GP.
- Career Growth: Clear progression paths and learning opportunities.
- Inclusive Culture: Regular socials and a welcoming, collaborative environment.
- Incentives: Annual Sales Trip I Lucrative bonuses and exclusive discount platforms.
- Flexible Working: Hybrid options to fit your lifestyle.
- Own Your Relationships: 360 Sales retaining and up/cross selling to all your accounts/customers. Own and build long lasting relationships,
- Multi Product Selling: Sell and Earn across the entire Focus Group technology stack.
About Us:
Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose:
As a Customer Engagement Executive, you'll drive our growth by ensuring customers are kept up to date with Focus Group’s product portfolio and upselling / cross selling new features and additional services, tailored to each client.
Principal Responsibilities/Duties
- Maintain and adapt product knowledge
- Outbound telesales sales and account management
- Cross sell different products to the existing customer base
- Understand the sales process from start to finish
- Create opportunities through lead generation for surrounding teams covering all product offerings
- Look for referrals from current customers, to build own client base
- Ensure pipeline and forecasting is accurate at all times throughout the month
- Meet daily productivity and sales based KPI’s
Essential Skills
- Target driven
- Motivated and Ambitious
- Persistent and Resilient
- Good interpersonal skills
Our Values
- Respect - Treat colleagues and customers with respect
- Integrity - Uphold the highest standards of honesty and fairness
- Teamwork - Engage and collaborate with colleagues and partners
- Ambition - Determination to be the best that we can be
Don't let the requirements hold you back! We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply – even if you don't tick every box.
At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.
We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.
We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
Director of Financial Strategy and Customer Operations
Posted today
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Job Description
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth storu200by while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
THE OPPORTUNITY
Title: Director of Financial Strategy and Customer Operations
Location: UK (with UK and European travel requirements)
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, youu2019ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, youu2019ll be part of a global workforce that embraces the differences among us. And here, weu2019ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We canu2019t wait to hear about YOU.
**Job summary:**
Iron Mountain is seeking an experienced and visionary Director of Financial Strategy and Customer Operations to lead our European Warehousing & Logistics team. Reporting directly to the Managing Director, you will be a key leader in driving financial performance, operational efficiency, and a superior customer experience. This senior leadership role is vital for supporting our ambitious growth targets.
You will lead and integrate financial planning and customer-centric operations, managing a team of seven with the opportunity for expansion. This is a chance to shape the future of our European operations by driving scalable growth and market competitiveness.
**Your role in our mission:**
Financial Strategy:
Develop and execute comprehensive financial strategies to support our aspiration to triple the Global W&L business unit over the next three years.
Drive incremental EBITDA gains through a focus on profitability, cost control, and productivity.
Lead budgeting, forecasting, and financial modelling, with a strong focus on customer P&Ls.
Analyse pricing strategies, contract profitability, and cost drivers to maximise margins.
Align short, medium, and long-term financial insights with the Finance Business Partner.
Strategic Project Execution:
Oversee the design and management of customer operations across warehousing, transportation, and fulfilment services to ensure seamless service delivery.
Lead initiatives to improve customer satisfaction, retention, and contract renewals.
Develop and monitor operational KPIs, SLAs, and customer feedback mechanisms.
Manage cross-functional teams, including operations, account management, and logistics coordinators, to deliver end-to-end customer solutions.
Facilitate weekly, monthly, and quarterly customer meetings, standardising our reporting suite.
**Valued skills and experience:**
Experience:
Demonstrated experience in a progressive finance-related, strategic role.
Experience in a customer-facing role, preferably within a logistics or operational environment.
Skills:
Strong analytical skills with the ability to monitor metrics, analyse data, and generate reports.
Excellent communication and interpersonal skills, with the ability to manage various stakeholders and challenging customer situations.
Proven proficiency in using data to understand and report on operational performance.
A proactive approach to problem-solving and understanding customer needs.
Competencies:
Ability to work collaboratively across different internal functions.
A leader with a vision for driving scalable growth and operational excellence.
If you are a strategic financial leader with a passion for customer-centric operations and a proven track record of success, we encourage you to apply.
**Discover what awaits you:**
**Discover Limitless Possibilities:** Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
**Empowering Inclusion:** Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
**Global Connectivity:** Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
**Championing Individuality:** Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
**Competitive Total Rewards:** supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)
**Embrace Flexibility:** Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
**Unleash Your Potential:** Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
**Valuing Every Contribution:** Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
**Pioneering Sustainability:** Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
Category: Sales
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customersu2019 assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
**Requisition:** J0091239
Data Analyst, Financial Strategy and Customer Operations
Posted today
Job Viewed
Job Description
THE OPPORTUNITY
Title: Data Analyst, Financial Strategy and Customer Operations
Location: Midlands, UK (with occasional UK and European travel requirements)
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.
Job summary:
Iron Mountain is seeking a highly analytical and detail-oriented Data Analyst to join our team. Reporting to the Director of Financial Strategy and Customer Operations, you will provide critical support for our expanding logistics, financial, and customer operations.
In this role, you will work cross-functionally with supply chain, finance, and customer service teams. Your insights will be essential for improving performance and enabling data-driven decisions across the business.
Your role in our mission:
- Logistics & Supply Chain Support: Analyse transportation, inventory, and warehousing data to identify opportunities for efficiency and cost savings. You will develop dashboards and KPIs to monitor delivery performance, fulfillment rates, and supply chain disruptions.
- Financial Analysis: Assist in financial planning and variance analysis for logistics and customer profit & loss statements. You will help reconcile operational costs with financial reports and provide insights into cost drivers.
- Customer Insights: Analyse customer behavior and identify opportunities for service improvements. You will work with customer service teams to optimise processes based on your data insights.
- General Data Analysis & Reporting: Build and maintain automated reports and dashboards using Power BI. You will collaborate with data engineering to ensure data quality and availability, and clearly communicate your findings to stakeholders to support strategic decision-making.
Valued skills and experience:
- Education: Bachelor's degree in Data Science, Business Analytics, Statistics, Economics, or a related field.
- Experience: Demonstrated experience in a data analysis or business intelligence role.
- Skills: Proficiency in SQL and Excel is essential. You must also have experience with business intelligence tools, specifically Power BI.
- Qualities: Strong analytical thinking and attention to detail. The ability to manage multiple stakeholders and prioritise projects in a fast-paced environment is key to success in this role.
If you are a talented Data Analyst looking to make a significant impact within a growing global leader, we encourage you to apply.
Discover what awaits you:
- Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
- Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
- Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
- Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
- Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)
- Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
- Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalised future.
- Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
- Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
Business Process & Data Strategy Advisor
Posted 5 days ago
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Job Description
**Job Summary**
The BPE Advisor supports business architecture and process mapping efforts, working closely with Tech and Fin Ops Audit teams to prepare for upcoming audits across Comcast Corporate, Cable, Sky, and/or NBCU. This role will be focused on Sky and helps identify data structures, understand system relationships, and clarify business rules to support audit planning. The Advisor also contributes to data and process improvement projects that enhance risk management, governance, and operational efficiency.
**Job Description**
**Job Description**
Core Responsibilities
- Collaborates with Internal Audit Teams on understanding the complexities and unique risks of upcoming audits and what may be unique to those businesses.
- Investigates, documents, clarifies, and connects business process architecture to related systems, policies, and data. Use methodical yet collaborate approach in each upcoming audit engagement to map current state processes and system architecture as they relate to controls that business unit leaders use or need to manage their businesses.
- Facilitates process and business architecture discussions with all levels of Company management. Keep peers and the Internal Auditor leaders informed of important issues as they arise.
- Collaborates with the rest of the Data team on connecting to systems across Comcast, sampling and analyzing data, interpreting data relationships within and across systems, and propose data deliverables that can support upcoming testing.
- Ensures all data is secure and follows company policies regarding data classification.
- Ensures process, systems, data lineage, and analytics documentation is developed timely and with high quality.
- Supports the coordination of multiple projects with varying complexity to help execute the audit plan and respond to specific requests from Internal Audit leadership.
- Maintains ongoing professional relationships with Corporate and business unit management, technology management peers, internal audit peers/team and audit leaders.
- Proven ability to deal with ambiguity, learn and understand new business areas quickly, visualize processes, and manage project timelines. Demonstrates the ability to work in a complex, dynamic, diverse, and fast-paced environment.
- Exemplifies the highest degree of trust and integrity by continually upholding the principles of professional standards.
- Develops a network of peers to stay current of audit automation trends in the industry and profession.
- Demonstrates ownership for assigned activities and is accountable for completing activities, ensuring that team members are accountable for completing activities, and/or requesting assistance as needed.
- Exercise independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Professional Experience and Qualifications
- Demonstrates high quality oral and written communication skills.
- Experienced in supporting large, complex projects by helping with planning, organizing tasks, and coordinating timelines to meet key deadlines.
- Proven ability to synthesize and summarize voluminous/technical information into executive presentations.
- Strong analytical and critical thinking skills, and excellent written and oral communications and presentation skills.
- Strong cross-functional collaboration and interpersonal skills to influence and engage audit partners as well as business unit partners of all levels.
- Strong systems/process architecture skills with ability to connect process flows to systems to data elements.
- Commitment to continuously self-improve by welcoming feedback and working to leverage strengths and focus on areas of development.
- Offers help and encouragement to team members when needed to support their growth and learning.
- Support a team-focused atmosphere by sharing ideas, taking on meaningful tasks, and being available to help teammates when needed.
- Bachelor's degree in Information Systems, Business Administration, Computer Science, Statistics, Data Science, Technology or Engineering.
- 5+ years' experience with Business Process Effectiveness and Project Management.
- Minimum of 5-7 years of work experience demonstrating increasing levels of responsibility.
**Skills**
Analytical Thinking, Business Architecture, Collaboration, Communication, Data Analysis, Process Mapping, Project Management
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality-to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary ( on our careers site for more details.
**Education**
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
**Certifications** (if applicable)
**Relevant Work Experience**
5-7 Years
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary ( on our careers site for more details.
**Education**
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
**Relevant Work Experience**
5-7 Years
**Job Family Group:** Program & Project Management
Sales Strategy Business Partner, EMEA
Posted 19 days ago
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Job Description
Korn Ferry is a global consulting firm that powers performance. We unlock the potential in your people and unleash transformation across your business - synchronizing strategy, operations, and talent to accelerate performance, fuel growth, and inspire a legacy of change. That's why the world's most forward-thinking companies across every major industry turn to us - for a shared commitment to lasting impact and the bold ambition to Be More Than.
Headquartered in Los Angeles, our over 9,000 colleagues globally serve clients in more than 50 countries. We offer five core capabilities that span the full talent lifecycle:
- Organizational Strategy
- Assessment and Succession
- Talent Acquisition
- Leadership Development
- Rewards and Benefits
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Job description
Job Summary:
We are seeking a highly analytical, strategic, and collaborative Strategy & Operations Business Partner to support Korn Ferry Digital's EMEA Commercial Team. This role will be instrumental in driving go-to-market (GTM) strategy, optimizing revenue operations, and supporting data-driven decision-making for the growth of the EMEA business. You'll partner closely with Sales, Customer Success, Marketing, Finance, and Product to ensure our GTM teams are aligned, efficient, and scaling effectively.
Key Responsibilities:
Strategic Planning & Insights
- Collaborate with Sales leadership to define and execute GTM strategies, annual planning, and quarterly business reviews.
- Provide strategic recommendations to improve revenue growth, customer retention, and operational efficiency.
- Drive the operational cadence of EMEA Commercial leadership, including forecast calls, pipe reviews, performance management, & tracking of GTM initiatives.
- Support territory design, segmentation, coverage modeling, and resource planning.
- Monitor and analyze performance metrics (pipeline, bookings, churn, expansion, NRR).
- Develop dashboards and reports to surface key insights to stakeholders.
- Conduct win/loss, churn, and retention analysis to identify areas for improvement.
- Drive process improvements across the sales (e.g., pipe generation, deal execution, system use, QBRs).
- Partner with RevOps, Finance, and Enablement teams to streamline systems, tools, and processes.
- Lead or support strategic initiatives such as pricing changes, sales plays, or customer lifecycle programs.
- Act as a trusted advisor to GTM leaders, providing objective insights and support for data-driven decisions.
- Ensure alignment between Sales, Customer Success, and cross-functional teams.
- Help create scalable frameworks for communication, forecasting, and performance reviews.
- Experience in strategy, sales operations, business operations, management consulting, or similar.
- Experience working with Sales teams in a B2B SaaS or tech environment.
- Strong analytical skills; advanced Excel/Google Sheets, CRM (Salesforce), and BI tools (Looker, Tableau, etc.).
- Excellent project management and cross-functional collaboration skills.
- Strategic thinker with the ability to dive deep into data and operational details.
- MBA or similar advanced degree a plus, but not required.
- Familiarity with GTM tech stack (e.g., Salesforce, Gainsight, Clari, Outreach).
- Experience supporting Sales operations (e.g., planning, execution, special projects).
- Experience working across multiple business dimensions - solutions, regions, lines of business.
- Comfort working in a fast-paced, high-growth environment with changing priorities.
- Increased sales productivity and quota attainment
- Clear and actionable performance insights shared regularly
- Scalable processes adopted across GTM teams
- Strong, trusted partnerships with Sales and CS leadership
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Internal Mobility at Korn Ferry
If you currently work for Korn Ferry or one of our affiliates, you must be eligible to apply for a different position within Korn Ferry to use the Careers Site. If you accept such a position, your benefits programs and Human Resources policies may change. Please consult with your HR contact for the new position concerning application eligibility, including any immigration/visa needs, benefit programs, and HR policies applicable to that position.
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Korn Ferry is an Equal Employment Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status or any other characteristic protected by federal, state, or local law.
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Customer Engagement Performance Coach
Posted 1 day ago
Job Viewed
Job Description
Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.
Performance Coach
The beginning of the Equity Release journey starts in our Customer Engagement team where customers have the opportunity to discuss products available to them, and book an appointment with an Independent Financial Adviser. We are very fortunate that we have thousands of customers ready to engage with us online and over the telephone.
We are looking for an aspiring and motivational Performance Coach to join the team, to coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation's strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.
What's in it for you?
25 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | AXA Exec (Self) | Life Assurance - x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay
Key Responsibilities
People development
- Coach, lead, and develop agents to achieve individual and team performance targets.
- Foster a culture of accountability, collaboration, and continuous learning.
- Operational Excellence
- Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
- Identify and implement process improvements to enhance efficiency and customer experience.
Customer Focus
- Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
- Analyse customer feedback and complaints to identify trends and drive service improvements.
- Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.
Insight
- Produce and present regular performance reports for Head of Operations.
- Use customer feedback to identify trends, forecast demand, and inform strategic decisions.
Compliance & Quality
- Ensure adherence to regulatory requirements, internal policies, and quality standards.
- Maintain up-to-date knowledge of industry best practices and compliance obligations.
Key Skills & Experience we look for
- Proven experience with coaching experience in a call centre or customer service operation.
- Strong people development skills.
- Excellent analytical and problem-solving abilities.
- Proficient in using contact centre systems, CRM platforms, and reporting tools.
- Exceptional communication and stakeholder management skills.
- Ability to work under pressure and adapt to changing priorities.
Success Measures
- Achievement of service level and customer satisfaction targets.
- Achievement of KPIs, as well as improving numbers.
- High employee engagement and low attrition.
- Delivery of actionable insights and continuous improvement initiatives.
- Strong cross-functional collaboration and stakeholder feedback.
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Customer Engagement Performance Coach
Posted 2 days ago
Job Viewed
Job Description
Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.
Performance Coach
The beginning of the Equity Release journey starts in our Customer Engagement team where customers have the opportunity to discuss products available to them, and book an appointment with an Independent Financial Adviser. We are very fortunate that we have thousands of customers ready to engage with us online and over the telephone.
We are looking for an aspiring and motivational Performance Coach to join the team, to coach, inspire and engage a high-performing call centre team that delivers exceptional customer service, drives operational efficiency, and supports the organisation's strategic goals. The Performance Coach is responsible for ensuring service levels are met, staff are engaged and developed, and continuous improvement is embedded in all aspects of the operation.
What's in it for you?
25 days holiday, plus bank holidays. Rising to 28 based on length of service | Additional holiday purchase scheme | 1 charity day | 1 well-being day | Great pension! 5% Employee, 8% Employer | AXA Exec (Self) | Life Assurance - x4 salary | Rewarding Staff Referral Scheme | Long Service Award | Enhanced Maternity & Paternity Pay
Key Responsibilities
People development
- Coach, lead, and develop agents to achieve individual and team performance targets.
- Foster a culture of accountability, collaboration, and continuous learning.
- Operational Excellence
- Monitor and manage call centre KPIs including service levels, call handling times, customer satisfaction, and first contact resolution.
- Identify and implement process improvements to enhance efficiency and customer experience.
Customer Focus
- Champion a customer-first culture, ensuring all interactions are handled with empathy, professionalism, and efficiency.
- Analyse customer feedback and complaints to identify trends and drive service improvements.
- Collaborate with other departments to resolve complex customer issues and improve end-to-end journeys.
Insight
- Produce and present regular performance reports for Head of Operations.
- Use customer feedback to identify trends, forecast demand, and inform strategic decisions.
Compliance & Quality
- Ensure adherence to regulatory requirements, internal policies, and quality standards.
- Maintain up-to-date knowledge of industry best practices and compliance obligations.
Key Skills & Experience we look for
- Proven experience with coaching experience in a call centre or customer service operation.
- Strong people development skills.
- Excellent analytical and problem-solving abilities.
- Proficient in using contact centre systems, CRM platforms, and reporting tools.
- Exceptional communication and stakeholder management skills.
- Ability to work under pressure and adapt to changing priorities.
Success Measures
- Achievement of service level and customer satisfaction targets.
- Achievement of KPIs, as well as improving numbers.
- High employee engagement and low attrition.
- Delivery of actionable insights and continuous improvement initiatives.
- Strong cross-functional collaboration and stakeholder feedback.
Senior Customer Engagement Coordinator
Posted 11 days ago
Job Viewed
Job Description
+ Location: Reading
+ 1 year Fixed Term Contract
**About the job**
Customer Care, Engagement and Fulfilment team is an exciting group of skill individuals that improve business performance by creating competitive advantages to achieve great results for customers and Sanofi.
Within the Manufacturing and Supply division we coordinate the execution of all processes that leads to ensuring availability of products at the point of sales & customer satisfaction at the optimum cost; by having the most efficient processes end to end (Dem& to Cash) & provides clear & timely information for all relevant stakeholders. We focus on innovative, value add and data-based ideas and solutions, to create a true community of excellence.
We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people's lives. We're also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?
**Main responsibilities:**
**Job Purpose**
+ Supports for Supply Chain Customer Engagement of customers in close collaboration with colleagues
+ Works in close collaboration & complementary to Trade and the Senior Customer Engagement Coordinators
+ Execute for segmentation actions in conjunction with Trade
+ Partake in SC collaboration strategy, joint scorecards & cost to serve improvements, coordinating internal & external stakeholders
+ Is a key enabler of building relationship for customers concerning the Order-to-serve processes
+ Proactively engages customers to deliver effective communication & continuous improvements
+ Liaises with Trade & O2S functions to drive service levels, optimal cost to serve & satisfaction of customers
+ Creates positive customer experience, providing added-value at every customer interaction
**About you**
**Skills/Expertise/Experience:**
+ Bachelor's degree from an accredited college or university
+ 1-2 Years of experience in wide range of Customer Fulfilment (incl. Customer Facing/Engagement) activities, ideally in Biopharma industry is a plus
+ English language fluency on top of local language requirements
**Preferred Skills/Expertise/Experience:**
+ Knowledge of upstream Biopharma processes a plus
+ Strong understanding of downstream Biopharma processes and local trade environment
+ Understanding of or interest in Customer Experience principles
+ Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
+ Experience in IT systems (SAP, CCM, MS Office)
+ Analytical skills
+ Experience in scenario planning, risk/benefit analysis, contingency planning and problem solving a plus
+ Willingness to drive change as well as good internal marketing and communication skills
+ Negotiation and communication skills
**Why choose us?**
+ Bring the miracles of science to life alongside a supportive, future-focused team
+ Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally
+ Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact
+ Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave
+ Join us in shaping the future of respiratory care and making a difference in the lives of patients across the NHS
**Pursue** **_Progress_** **.** **Discover** **_Extraordinary_** **.**
Progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let's pursue progress. And let's discover extraordinary together.
Visas for those who do not already have the right to work in the UK will be considered on a case by case basis according to business needs and resources.
We are proud to be a Disability Confident Employer, committed to offering interviews to candidates who request consideration under the Scheme and meet the minimum requirements for this role.
If you have a disability and require adjustments for the interview process, please email us at We are dedicated to ensuring an inclusive and supportive experience for all applicants.
At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our ALL IN video ( and check out our Diversity Equity and Inclusion actions at sanofi.com ( !
#LI-EUR
**Pursue** **_progress_** **, discover** **_extraordinary_**
Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video ( and check out our Diversity Equity and Inclusion actions at sanofi.com ( !
Global Terms & Conditions and Data Privacy Statement ( is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting or via our movie We are Sanofi ( an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.
All in for Diversity, Equity and Inclusion at Sanofi - YouTube (
Customer Engagement Performance Coach
Posted today
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Job Description
Key Later Life Finance is proud to be part of the Key Group family. We're the later life lending experts, offering financial products and solutions to UK homeowners, and we help our customers unlock a better retirement by accessing some of the wealth tied up in their properties.
Performance Coach
The beginning of the Equity Release journey starts in our Customer Engagement team where customers have .
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