Global Customer Director

We’re looking for a Global Customer Director to join TeamAccu!

Want to be part of something bigger? If you’re ambitious, love the new, then we’re just for you. We service more than 70% of the top 100 global manufacturers. We're on a mission to be the most loved component buying experience that's ever existed. Want to join our mission?

Who Are Accu? Watch our intro video to see why this is the company you want to join.We're the new kind of component company.

We’re here for the engineers, the innovators, the designers and the pioneers who are driving change. We blend cutting-edge technology with passionate people to deliver an award-winning experience to customers all over the globe. Forget the old way of buying components. Choose Accu and get Building Tomorrow.

We have an “Excellent” TrustPilot rating and an overall “5 Star” rating on Google. We truly are nuts about offering the best experience to all our customers.

THE ROLE
This is a permanent leadership role at the heart of Accu's customer-facing business, at a time when Accu is expanding globally and stepping up our B2B customer experience is a key strategic priority.

The primary responsibility is to lead and develop our customer facing teams, which together handle all enquiries, manage customer experience across our e-commerce business and deliver offline and custom sales to our higher value B2B accounts.

The right candidate will focus on deepening our key account relationships and using proactive account management to turn satisfied customers into long-term, high value partnerships. We will need to blend the use of AI and Human agents to deliver the best possible experience for our customers - combining the speed and vast knowledge base of AI agents and personal, high quality, empathetic interactions of humans.

You will be the voice of the customer in board and management meetings, combining a strong understanding of customer needs with a commercial instinct for where the next opportunity lies. The role calls for a passion for globally-minded customer-centricity and the ability to influence cross functional teams to deliver outstanding results across every touchpoint, driving loyalty, retention, advocacy and growth.

THE RESPONSIBILITIES
Team Oversight

• Direct management of the Head of Customer Solutions and Customer Satisfaction Managers. Indirect management of 25 specialists across the account management, engineering applications and customer satisfaction teams.
• Development and delivery of suitable KPIs across the teams to ensure customer teams are meeting our company-wide goals of revenue, profit and customer satisfaction growth.
• Reporting to the board and wider business on progress toward goals, requirements for further development and risks.
• Propose process improvements to all parts of the customer journey, with fully researched and best-in-market business plans to deliver high return on investment for systems and technology required to improve.

Growth & Account Management

• Own the development of our B2B key accounts, building a proactive account management approach that grows revenue, share of wallet and retention across our most valuable customers.
• Identify and pursue opportunities for upselling, cross-selling and tailored solutions, working with the teams to turn customer understanding into commercial results.
• Develop our offering to B2B key accounts to continue disrupting the marketplace, using technology to simplify and improve the experience of buying components, in line with our vision of becoming the most loved shopping destination for engineers and innovators.
• Build and track clear growth targets for the account management and customer development functions, and coach the teams to deliver against them.
• Overseeing significant customer escalations and manage team resources to ensure they are successful and providing the best customer experience.

Customer Satisfaction 

• Support Customer Satisfaction managers with escalations, process improvements and strategies to achieve Accu's NPS target of 80+ as well as wider team development and support. Provide direct management cover for the team leaders and team during the manager's days off and holiday periods.
• Oversee the company's 1,000+ NPS results each month, ensuring we close the loop on every interaction, share failures with each department, and communicate to the wider business what we need to improve.
• Collaborate closely with all teams to ensure a consistent, seamless customer experience, and advocate for customer-centric practices across Accu.

Global Development

• Direct involvement in the establishment and growth of Accu’s international operations - initially USA, Australia and EU - ensuring that appropriate processes, technology and people are available to deliver the same high standard of customer experience around the world and scale our operations at the speed which is required by our ambitious growth plans.

WE’RE LOOKING FOR SOMEONE WHO IS

• Closely aligned to Accu’s values led culture, embracing our Grow, Serve, Respect, Innovate, Change and Fail values in all your interactions.
• A confident leader who demonstrates effective communication, integrity, empathy, accountability and adaptability, and who is committed to empowering not only the teams you manage but the whole of TeamAccu.
• Commercially minded, with a strong understanding of e-commerce business models and proven ability to increase retention and revenue through customer experience and key account engagement.
• Agile in a fast-paced, fast-growing environment, fostering collaboration and able to communicate change quickly and effectively.
• Strong customer-facing background, with a genuine passion for customer experience and customer-centricity.
• An early adopter of AI technologies and a good understanding of how they can be deployed in customer interactions to improve the customer experience.

THE TEAM AND WHAT WE OFFER
We’ve created a self-directing workplace that cultivates a culture of inclusion and belonging, whilst allowing everyone to grow. We have built a close-knit team with an extremely low employee turnover rate, here’s a few things you can look forward to:

• Competitive salary with a transparent pay structure.
• Opportunity for progression at a high growth company.
• 4 day working week.
• Remote and flexible working.
• 6 weeks paid annual leave. Earn up to 7 weeks through our length of service bonus.
• Up to 6 months paid maternity leave and 1 month paid paternity leave.
• Pension scheme.
• Octopus Electric Dreams salary sacrifice EV scheme
• Accu Academy - a fund to grow our employees' skills.
• Bean to cup coffee, soft drinks and fresh fruit in the office.
• Sports and Social activities; including escape rooms, go-karting, food, drink and much more.
• Cycle to work scheme.
• £300 birthday bonus.

SALARY
APS-A £69,553 - £86,950 depending on experience

LOCATION
Accu HQ, Hope Bank Works, New Mill Road, West Yorkshire, HD9 6PT (Hybid) 

JOB TYPE
Full time, Permanent

WORKING DAYS/HOURS
4 Day Working Week (Monday-Friday) 
34 Hours per week (8:30-5:30) 

RESPONSIBLE TO
UK Managing Director

If you’d like to join us on our mission to build a better tomorrow, apply and take the next step today to help us build tomorrow.