Customer Success & Operations Leader - Contracting Services

Posted 06 November 2023
Job type Permanent
DisciplineWork with HRM
ContactHRM Careers

Job description


  1. Existing Customer Relationship Management:

    • Cultivate and maintain strong relationships with our existing customer portfolio.
    • Continually assess customer needs and ensure their satisfaction with our services.
  2. Relationship Development:

    • Collaborate with Senior Commercial Directors to set and achieve individual customer growth targets.
    • Develop and implement customer-specific growth strategies.
  3. New Customer Development:

    • Work with Senior Commercial Directors to identify new customer opportunities.
    • Utilize HRM's Customer Attractiveness Factors methodology to pursue new clients.
  4. Contract Assessment:

    • Evaluate proposed contractual arrangements between HRM and prospective customers.
    • Work closely with Senior Commercial Directors and the head of finance to determine viability.
  5. Onboarding and Training:

    • Lead the onboarding process for new contracting customers, including new departments within existing customers.
    • Provide training and guidance to customers on HRM's systems and procedures.
  6. Recruitment Strategy Collaboration:

    • Collaborate with customers to develop recruitment strategies aligned with their business goals.
  7. Cross-Selling:

    • Identify cross-selling opportunities for Search and Advisory products.
  8. Customer Satisfaction and Engagement:

    • Proactively assess customer satisfaction and engagement using performance metrics.
    • Collect customer feedback and take action to ensure ongoing success.
  9. Operations Management:

    • Manage day-to-day operations in the Dedicated Contracting function, aligning activities with company goals.
    • Ensure excellent customer and candidate experiences through the entire process.
  10. Aftercare and Process Improvement:

    • Foster a strong aftercare culture for active candidates and customers.
    • Identify and resolve issues promptly and develop the aftercare methodology.
    • Identify process improvements and more efficient workflows in contract recruitment.
  11. Quality Control:

    • Establish and monitor control measures to ensure consistently high-quality service.
  12. Team Leadership:

    • Lead and mentor the contracting operations team.
    • Create a results-driven team environment with high individual performance and collaboration.
  13. Standard Operating Procedures (SOPs):

    • Define and drive team SOPs and customer success behaviors.
  14. Resource Management:

    • Efficiently manage operational resources.
    • Handle hiring and onboarding of new staff as necessary

Hiring Profile

Primary Degree or Masters level education

8-10 years of experience within Talent Acquisition with experience of managing contractor functions in an agency environment.

Team management experience and a track record of creating high-performing working environments.

Customer success management experience, including demonstrable examples of winning and growing customer relationships.

Must hold a full drivers license