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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and streamline operations.
- Company: Join K2 Partnering Solutions, a global leader in enterprise applications and AI.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by driving operational excellence and mentoring your team.
- Qualifications: 5+ years in CX Operations with leadership experience; Salesforce knowledge preferred.
- Other info: Be part of a diverse team that values innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
K2 Partnering Solutions is a global provider of unique end-to-end consultative solutions in the enterprise applications, AI, and cloud space. The Regional CX Teamlead is responsible for overseeing the CX (Customer Experience and Operations) Department within a specific region in a hands-on capacity. You will lead a team to ensure the seamless execution of the deal lifecycle: From onboarding and contract management to billing, commissions and renewal management. Your goal is to drive operational excellence, mentor your team, and act as the primary bridge between Regional Sales, Leadership and Shared Services (Accounting, Credit Control, and Compliance).
Key Responsibilities
- Regional Operational Excellence
- Billing: Accounts Receivable: Oversee, manage and contribute to monthly Billing from timesheet/expenses collection and processing to creating invoices/credit notes for customers across the region.
- Accounts Payable: Oversee, manage and contribute processing of consultant invoices and payments.
- Governance: Responsibility for correct setup of the Operations related fields in dealsheets (Salesforce).
- Cross-departmental collaboration: Ensure regional adherence to SOA/STC/SOW standards. Work with Credit Control to minimise DSO (Days Sales Outstanding) by resolving billing issues at the source.
- Process Optimisation: Contribute towards the continuous automation of the Billing process, and collaborate with IT on enhancements for manual data entry or processing.
- Reporting: Provide regional updates on SOW statuses, pending POs, and team KPIs.
- Engagement Success
- Onboarding: Ownership for Consultant / Client Onboarding for new/renewal deals, including document collection.
- Renewal Management: Responsibility for the execution of a proactive renewal management process within the region to drive retention, higher renewals and customer satisfaction.
- Process Optimisation: Oversee the improvement of the onboarding process to create a scalable, repeatable process and high customer satisfaction.
- Leadership & People Management
- Team Oversight: Lead, mentor, and develop a regional team of CX Associates. Conduct regular 1-on-1s and performance reviews.
- Resource Allocation: Manage the distribution of consultant pools among the team to ensure balanced workloads and high service levels.
- Training: Onboard new hires and provide ongoing training on Salesforce accuracy, contract nuances, and de-escalation techniques.
Skills and Requirements
- Experience: 5+ years in CX Operations, Sales Operations or Customer Service with at least 1–2 years in a supervisory or Teamlead capacity.
- Strategic Communication: Beyond professional communication, you must be able to influence stakeholders, deliver difficult feedback, and lead regional meetings.
- Advanced Commercial Acumen: Understanding of commercial contracts and trade-off management to guide the team towards the best outcomes for the business.
- Conflict Resolution: Highly skilled in de-escalation, not just with clients, but in mediating internal departmental friction.
- Systems Mastery: The ideal candidate has worked with Salesforce and SAP.
- Language Skills: Proficiency in English is required; any additional European language proficiency is highly preferred (French or Italian) to manage regional customer pools and local stakeholders.
Regional CX Teamlead EMEA in London employer: K2 Partnering Solutions Ltd
Contact Detail:
K2 Partnering Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional CX Teamlead EMEA in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a new role. A personal recommendation can go a long way in landing that interview.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and be ready to discuss how your experience aligns with their needs. We want you to shine when it’s your turn to speak!
✨Tip Number 3
Showcase your skills! Bring examples of your past work or achievements to the interview. This is your chance to demonstrate how you can drive operational excellence and lead a team effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Regional CX Teamlead EMEA in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Regional CX Teamlead. Highlight your experience in CX Operations and any leadership roles you've held. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can drive operational excellence. Be genuine and let your personality come through.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and optimise processes. Numbers speak volumes, so if you’ve improved KPIs or reduced DSO, let us know!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. We can’t wait to hear from you!
How to prepare for a job interview at K2 Partnering Solutions Ltd
✨Know Your Numbers
Make sure you’re familiar with key metrics related to customer experience and operations. Brush up on concepts like DSO (Days Sales Outstanding) and how they impact the business. Being able to discuss these figures confidently will show that you understand the operational excellence aspect of the role.
✨Showcase Your Leadership Style
Prepare examples of how you've led teams in the past, especially in a CX or sales operations context. Think about specific situations where you mentored team members or resolved conflicts. This will help demonstrate your ability to lead and develop a team effectively.
✨Master the Tools
Familiarise yourself with Salesforce and any other relevant systems mentioned in the job description. If you’ve used similar tools, be ready to discuss how you leveraged them to improve processes or drive results. This shows you can hit the ground running.
✨Communicate Strategically
Practice articulating your thoughts clearly and concisely. You’ll need to influence stakeholders and deliver feedback, so think about how you can convey complex ideas simply. Role-playing with a friend can help you refine your communication style before the big day.
